For a decision maker agent. Alcatel-Lucent 8029, 8038, 8039, 8068, OpenTouch 8038 Premium, OpenTouch 8028 Premium, OpenTouch 8039 Premium, OpenTouch 8068 Premium, OpenTouch 8029 Premium, 8028

8 ACD: Agent set / Supervisor station

8068/8038/8039 Premium DeskPhone.

8.1 Agent set

A call center solution allows optimum distribution of calls to agents according to their availability and skills.

8.2 Open an agent session (LogOn) – Agent set



Reach the “Menu“ page



LogOn



Enter the identifier number



Enter your personal password

For a decision maker agent



Use one of the following: o Enter the processing group number o List

Select the processing group from a list

8.3 ACD application welcome screen – Agent set

Once the ACD session is open, the agent can access the ACD application dedicated functions.



Unavailable

This function allows the agent to be “logged out “ from the ACD application. The “logged out “ function is activated - by default, on opening an agent session (system configuration), by the supervisor or by the agent himself. The agent changes this “logged out “ status by pressing the display key associated with this function.



Unavailable

After each ACD call, the agent automatically assumes Wrap-up mode. During this mode, the agent does not receive any ACD calls and can carry out the tasks associated with a call.

This mode can be terminated at any time by pressing the display key associated with the Wrap-

Up function or by waiting for the end of the timer (system configuration).



Supervisor

When the agent is on a break, waiting for a call or in Wrap-up mode, he calls his supervisor directly by pressing this key.



Queue info

By pressing this key, the agent accesses information regarding the queue (number of calls waiting, average or maximum waiting time, number of free, busy or logged out agents.

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

Private info

Pressing this key informs the agent about the configuration of his set (forwarding status, presence of new messages, associated set, name and number of the set, etc.).



Welcome guide

This key allows the agent to configure the welcome messages, recording, activation/deactivation, loading or playback of a welcome message.

Access to welcome message configuration involves entering the agent identifier number and a password.



ACR manage.

The agent can act on the distribution of the ACD calls by assigning or not assigning expertise areas. Expertise areas can be assigned or deleted one by one or globally.



Help

During a communication, the agent can send an assistance request to the supervisors.

This request can be accepted by a supervisor or rejected if the supervisors are absent, not available or reject the request.

8.4 Close an agent session (LogOff)



LogOff



Enter your personal password



Apply

The session is closed

8.5 Supervisor station

The supervisor is an agent who has been assigned additional rights. In particular, he can assist the agents, supervise agent activity, intrude or listen-in discretely on a call.

A supervisor can also perform the agent function from the same set.

8.6 Open a supervisor session (LogOn)



Reach the “Menu“ page



LogOn



Enter the identifier number



Enter your personal password

8.7 Processing group- Supervisor entry/withdrawal



Entry



Use one of the following: o

Enter the processing group number o

List

Select the processing group from a list

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8.8 Supervision or acceptance of an assistance request

The supervisor has access to the supervision functions either by accepting an assistance request from an agent or by pressing the “Help “ function key in the “Perso “ page.



Listen

By pressing this key, the supervisor starts a discrete listen-in procedure. The supervisor can then listen in on the conversation between an agent and his caller, but cannot participate in the conversation.



Intrusion

This key allows the supervisor to intrude in a communication. This intrusion is signalled to the agent and his caller by an audible beep and the supervisor can cut-in on the conversation at any time. If the agent on-hooks or if the supervisor presses the “Help “ key, only the supervisor and the caller will be in communication.



Restrictive

The agent is in communication with a caller. This function allows the supervisor to talk just with the agent without the caller being informed of this intrusion (restrictive).



Permanent

The supervisor can view on his display the dynamic states (out of service, ACD calls, private calls, Wrap-up, pause, etc.) and static states (withdrawn, available, Log-Off, etc.) of an agent in real-time.



Cancel

Pressing this key results in the rejection of an agent assistance request.

8.9 Close a supervisor session



LogOff



Enter your personal password



Apply

The session is closed

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