# ACD Telephone Feature Operations

This section gives details of the following features and telephone operation where applicable.

- Logging In and Out

- Calling an Agent

- Make Busy

- Make Busy on Login

- Work Timer

- Threshold Alerting

- Displaying Queue Status

- Silent Monitor

- Requesting Help

## Logging In and Out

When agents log in, they are added to all groups they are members of. If a group is not available because there is no logged-in agent, the group becomes available as soon as an agent logs in. When agents log out, they are removed from all groups they are members of. To prevent groups from becoming unavailable, an agent who is the only logged-in member of a group cannot log out if there are calls queued against the group.

When an agent is logged in on a set, the agent must log out before another agent can log in.

### Hot Desk ACD Agents and ACD Express Agents

The procedure that Hot Desk ACD agents use to log into a Hot Desk-enabled set is the same one used by Hot Desk users. See Hot Desk Login.

The procedure that Hot Desk ACD agents use to log into an ACD-enabled set is similar to the one used by traditional ACD agents. The difference is that Hot Desk ACD agents are prompted for a User PIN as if they were logging into a Hot Desk-enabled set. See Traditional ACD Agents below.

The procedure used by an ACD agent to log out of either a Hot Desk or ACD-enabled set is the same except for large-display sets (e.g., 5300 series). These sets use Superkey to initiate a logout; see procedure below. For other sets, see Hot Desk Logout.

External Hot Desk agents can use either the Hot Desk Login/Logout (feature access code method only) or the External Hot Desk User Login/Logout procedure to log into or log out of a Hot Desk-enabled or ACD-enabled set.

### Traditional ACD Agents

Traditional ACD agents can only log in at ACD-enabled sets using an Agent ID. The following procedures describe traditional ACD agent log-in.

#### 5010 IP Phone, 5207 IP Phone, 5212 Phone, 5215 IP Phone, 5215 IP Phone (Dual Mode), and 5312 IP Phone

To log in as a traditional ACD agent

1. Lift the handset.

2. Dial the Agent Login feature access code.

3. Dial your agent ID number.

4. Press #.

To log out

- Dial the Agent Logout feature access code.

#### 5020 IP Phone, 5220 IP Phone and 5220 IP Phone (Dual Mode), 5224 IP Phone, 5324 IP Phone, and Navigator

To log in as a traditional agent:

1. Press SuperKey. "Agent Login?" is displayed.

2. Press Yes.

3. Dial your Agent ID number and press Enter.

To log out:

1. Press SuperKey.

2. Press No until AGENT LOGOUT? appears in the display.

3. Press Yes. You are now logged out. For traditional ACD agents, LOGGED OUT appears on the display for a few seconds after you end the call.

#### 53xx (excluding 5304, 5312, 5324) IP Phones

To log in as a traditional agent:

1. Press ACD.

2. Press the Login softkey.

3. Dial your Agent ID number and press Enter.

To log out:

1. Press ACD.

2. Press the Login softkey.

3. Press Logout. You are now logged out. LOGGED OUT appears on the display for a few seconds after you end the call.

#### Symbol NetVision Phone

To log in or log out as a traditional ACD agent:

1. Press FCT.

2. Press # until SuperKey appears.

3. Press SND.

4. Press FCT until Agent Login? appears
   OR
   Press FCT until Agent Logout? appears

5. Dial the agent ID number.

6. Press SND.

#### Symbol MiNET Wireless Phone

To log in as a traditional agent:

1. Press FCT.

2. Press down arrow key until SuperKey appears.

3. Press the Send Key.

4. Press Top Right Hand Key until Agent Login? appears.

5. Dial the agent ID number.

6. Press the Send Key.

To log out:

1. Press FCT.

2. Press down arrow key until SuperKey appears.

3. Press the Send Key.

4. Press Top Right Hand Key until Agent Logout? appears.

5. Press the Send Key.

## Calling an Agent

#### All telephones

To call an agent:

- Dial the agent's ID number.

## Make Busy

The Make Busy feature ensures an ACD extension does not receive ACD calls when the agent is unavailable. The ACD extension remains in the Make Busy state until an agent deactivates it.

NOTE: When the set's prime line is in the Make Busy state, all associated non-prime lines (members of the same Hunt or Ring Group) are also be unavailable for group calls. However, since "Make Busy" is a functionality of Hunt and Ring Groups, it does not apply to direct calls to individual lines. As a result, if you call the group, none of the lines will ring, but if you call one of the extensions directly, the line will ring.

#### Mitel telephones and External Hot Desk Agent telephones

To put a set in Make Busy state:

1. Press ACD.

2. Press the Make Busy softkey.

Or

- Press Make Busy feature key or dial the Make Busy - Setup feature access code.

To remove Make Busy state from a set:

1. Press ACD.

2. Press the Make Busy softkey.

Or

- Dial the Make Busy - Cancel feature access code.

NOTES

- If your set has a Superkey, you can also enable or disable Make Busy through the Superkey menu.

- Multi-device User Group members should use Group Presence instead of Make Busy to make themselves unavailable to take group calls.

#### Symbol Wireless Phones

To put wireless phone in Make Busy

- Press Left Hand softkey until Make Busy? appears

- Press On
  The phone displays Make Busy on the screen.

NOTE: The phone must be programmed as an ACD endpoint and the user must be logged in as an ACD agent before Make Busy is displayed.

To remove the Make Busy state:

- Press Left Hand softkey (off)

To exit the Make Busy feature:

- Press END for Symbol NetVision Phone.

- Press End Key for Symbol MiNET Wireless Phone.

## Make Busy on Login

This feature places an agent in Make Busy state when the agent logs into the system. It gives agents time to prepare before they begin to answer calls. If reason codes are enabled in the agent's class of service, the system automatically applies an "ACD Make Busy Reason Code" to the "Make Busy on Login" state.

### Programming

- In the Class of Service for the agent, enable the "ACD Make Busy on Login" option. This option is set to "No" by default.

- In the ACD Agent IDs form assign the COS to the agent.

- In the System Options form, set the "ACD Make Busy on Login Reason Code" to the desired code. This code is set to 0 by default. The valid range is 0-11.

### Conditions

- Ensure that you have programmed a Make Busy key on each ACD set.

### Operation

When an agent logs into an ACD set, the set is automatically placed in Make Busy state. The button number field of the ACD Real Time Event records displays the "ACD Make Busy on Login Reason" code. The agent must press the Make Busy key to exit Make Busy state and to start answering ACD calls.

## ACD Make Busy Reason Codes

ACD agents must enter a reason code when they place their telephones into Make Busy state. The code is displayed in the button number field of ACD Real Time Event records. As the agent presses the Make Busy softkey or FAC, the telephone displays "Enter Code". Codes only require one key press and can be any number from "0" (default) to "11" ("*" is output as "10" and "#" is output as "11"). After a code is entered, the telephone returns to an idle display with the addition of "Make Busy". Interpretation of reason codes are managed by individual call centers; call control and the ACD package do not have any means of identifying the meaning of different reason codes.

NOTE: The display of reason codes is not supported on External Hot Desk Agent sets.

### Conditions

- RTE and HCI events are generated as soon as Make Busy is activated. Another event is activated when the code or time out is received.

- If an agent fails to enter a reason code within a few seconds, the telephone enters Make Busy state and a default reason of "0" is entered in the Real Time Events record.

### Programming

- In the Systems Options form, set the "ACD Make Busy Walk Away Codes" (Yes/No) option to "Yes".

- (Optional) The Make Busy walk away codes can be entered on a Minet Multiline device through superkey session or through MiTAI. In Feature Access Codes form, walk away codes for Make Busy feature are defined. The administrator can program Make Busy FAC with speed call functionality using Make Busy walk away codes to allow users to create personal speed calls. The walkaway codes between the range 0-11 are supported. For example, if your Make Busy Setup FAC is *2*. You can create System or Personal speed call between 0-11 digit range.

NOTE: When entering the system or personal speed call using the dialpad, press * for 10 and # for 11.

- If the user enters busy code outside the given range, it is ignored. In case of MiNet devices, the user is prompted to enter the correct code . For non-MiNet devices, only the Make Busy feature is activated.

NOTE: The user is prompted for the code on Minet devices only if ACD Make Busy Walk Away Codes option is enabled in the System Options form. Otherwise, Make Busy is activated and the walkaway codes are ignored.

For information on MiTAI-based Make Busy operation, see External Hot Desk Agents.

### Operation

To put an ACD set into a Make Busy state and enter a reason code:

1. Press the Make Busy softkey or dial the feature access code.
   The set displays "Enter Code".

2. Enter a reason code using the keypad.
   The display returns to idle state and may display "Make Busy".

-OR-

1. Press Make Busy softkey and then press the speed call walk away code.

### Programming

- In the Systems Options form, set the "ACD Make Busy Walk Away Codes" (Yes/No) option to "Yes".

## Agent Behavior on No Answer

See Agent No Answer Call Handling.

## Work Timer

The work timer is a programmable time period that provides a "wrap up" time following an ACD call. The work timer places the agent in a temporary Make Busy state. The work timer is automatic to the agent but can be canceled before the timer expires.

NOTE: Work timer cancelation is not supported on External Hot Desk Agent (EHDA).

To cancel the work timer:

#### 5320/5330/5330e/5340/5340e/5360 and 6920/6930/6940 IP Phones

- Press Cancel Timer.

#### All other display sets (including the sets above)

- Press the Cancel key.

## Threshold Alerting

The threshold alert feature triggers an alert based on the longest call waiting queued to an ACD group. This feature alerts agents and supervisors that a predefined threshold has been exceeded.

Threshold alerting provides a visual indication of the longest call waiting in the queue of an ACD group. The LCD on ACD telephone sets flashes at a different rate when the threshold limit is exceeded. The audible sound, a "blip", can also be set to alert an agent when the threshold period is exceeded. There can be a delay of up to 15 seconds before the threshold alert feature triggers a visual or audible notification depending on the amount of call traffic (more traffic results in a longer delay)

The threshold times are based on group programming in the ACD Agent Skill Groups form. The first and second status threshold specifies the time for calls queued against the agent skill group.

### Threshold Alerting for ONS Devices

The following ringing cadences are used for threshold alerting on ONS devices:

Ring Cadence | Meaning
One full ring | Call queued to the ACD Group
Double ring | First threshold alert timer has been reached
Triple ring | Second threshold alert timer has been reached
Single ring | No further calls are in queue

## Displaying Queue Status

A queue status key on ACD telephones provides the following information about an ACD group:

- group name

- the number of active agents in the group

- the number of calls waiting in the group queue

- the length of time the longest call has been waiting in the group queue.

The two types of queue status key are: Specific Group Alert, and Generic Group Alert.

Specific Group Alert key

A Specific Group Alert key normally appears only on a supervisor's telephone. Each Specific Group Alert key allows the supervisor to obtain queue status information for a specific agent skill group. A supervisor's telephone may have several Specific Group Alert keys.

Generic Group Alert key

A Generic Group Threshold Alert key allows an ACD agent to display the queue status key of the agent skill group that the agent is logged in to.

If an agent is a member of more than one group, the Generic Group Threshold Alert key is not available on the agent's telephone.

## Silent Monitor/Whisper Coach

Silent Monitor is commonly used by ACD supervisors to listen to agent calls. It can also be used to monitor non-ACD sets, including ONS, SIP, and external hot desk user sets and agent sets.

See Silent Monitor for additional information.

### Monitoring Individual ACD Agents or Non-ACD Sets

#### 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5215 IP Phone, 5215 IP Phone (Dual Mode), 5020 IP Phone, 5220 IP Phone, 5224 IP Phone, 5312 IP Phone, 5320/5320e IP Phone, 5324 IP Phone, 5330/5330e IP Phone, 5340/5340e IP Phone, 5360 IP Phone, Navigator, and Symbol Wireless Phones

To use silent monitor on an individual ACD agent:

1. Lift the handset.

2. Dial the Silent Monitor feature access code followed by agent's ID or extension number or the directory number of the non-ACD set.

#### 53xx (excluding 5304, 5312, 5324) IP Phones and 69xx (excluding 6905 and 6910) IP Phones

To use silent monitor on an individual agent:

1. Press ACD.

2. Press Monitor.

3. Dial the agent's directory number or the directory number of the non-ACD set.

4. Press Enter.

### Monitoring ACD Groups

#### 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5215 IP Phone, 5215 IP Phone (Dual Mode), 5020 IP Phone, 5220 IP Phone, 5224 IP Phone, 5312 IP Phone, 5320/5320e IP Phone, 5324 IP Phone, 5330/5330e IP Phone, 5340/5340e IP Phone, 5360 IP Phone, Navigator, and Symbol Wireless Phones

To use silent monitor on an agent skill group:

1. Lift the handset.

2. Dial the Silent Monitor feature access code followed by the group directory number.

To use silent monitor on the next agent busy on a call:

- Press Next.

#### 53xx (excluding 5304, 5312, 5324) IP Phones and 69xx (excluding 6905 and 6910) IP Phones

To use silent monitor on an agent skill group:

1. Press ACD.

2. Press Monitor.

3. Dial the group directory number.

4. Press Enter.

To monitor the next agent busy on a call:

- Press ? or Next Agent.

## Requesting Help

An agent can request help from a supervisor in all states except those noted in the table below.

The type of help an agent receives initially is to have the Supervisor silently monitor the conversation and provide coaching that only the agent hears. The caller is not aware of the monitoring unless the Supervisor later decides to initiate a three-way conference, which can be done at any time during the call.

NOTES

- Whisper Coach is supported on MiVoice Business for Industry Standard Server, MiVoice Business on EX Controller, and MiVoice Business Virtual only.

- An External Hot Desk Agent can request help by initiating the request from their Contact Center PC client. Help requests from the EHDA set is not supported.

- Non-prime members of a Multi-device User Group cannot receive ACD Help requests.

Agent Call State | Call-Related Conditions | Help Offered?
Idle | N/A | No
Listening to Dial Tone | No soft held party | Yes but returns ERROR and reorder tone. Agent call not impacted.
Listening to Dial Tone | With soft held party | No
Dialing, at least one digit dialed | No soft held party
Wait for Answer, Listening to Ringback | No soft held party | No
Seize state, camped on to busy party
Suspend state soft/hard held
Talk state | With soft held party, or other party has soft held party | Yes, rings supervisor, and silent monitor sets up when supervisor answers.
Talk state | In conference held state. (i.e., some other party in conference has placed conference on hold.)
Talk state, simple call | Single party or conference for other party, not held party’s involved
Talk state, simple call | Supervisor busy: on a call, off-hook or silent monitoring a different agent | Yes but exits the Superkey session. Agent call not impacted.
Talk state | Supervisor does not answer callback | Help offered but exits the Superkey session. Agent call not impacted.
Talk state, simple call | At the time the supervisor answers the help callback the agent is monitored by the maximum number of agents. | The most recent supervisor to start monitoring the agent has their silent monitor terminated and the requested supervisor starts monitoring the agent.

To request help from a supervisor:

#### 53xx (excluding 5304, 5312, 5324) IP Phones and 69xx (excluding 6905 and 6910) IP Phones

To use silent monitor on an agent skill group:

1. Press ACD.

2. Press Help.

3. Dial the group directory number.

4. Press Enter.

NOTES

- ACD Help is available only to ACD-enabled telephones and ACD-enabled hot desk users.

- ACD Help is not supported on the 5010, 5212, 5215, 5304, and 5312 IP Phones.

- This feature is NOT supported over MSDN/DPNSS. The supervisor must be on the same switch as the agent who is requesting the help.

Related Topics

- ACD Overview

- ACD Express Groups - Description

- ACD Real Time Events Records

- ACD SMDR Reports

- ACD Terminology