ACD agent operation
For only the IP Server 900 (with proper licensing) and ESI Communications Servers
Not available on the legacy 12-Key Feature Phone
Important:
You’re being assigned a special feature not explained in the regular station User’s Guide or tutorial. Be sure to get your ACD department number from the System Administrator.
An ACD (automatic call distribution) department is made up of agents who, when logged on, can receive calls for that department. Calls go to the logged-on agent who has been idle for the longest time since answering his/her last ACD call. If all logged-on agents are busy, the ESI system places the calls in a holding queue and automatically connects the longest-holding call when an agent becomes available. While holding, callers hear periodic prompts to continue to hold. As an ACD department agent, you must have one of your phone’s programmable feature keys programmed as an agent log-on/off key (this key is automatically assigned when an extension is set up as a member of an ACD department; see “Programming the agent log-on/off key”) for each ACD department to which you’re assigned. This key lets you manually place yourself in or out of service for that department’s calls.
Notes:
It is possible to be logged into two departments at once. Consult your Installer or System Administrator to confirm whether this is available on your particular ESI system.
If no agents are logged on, incoming calls immediately follow that department’s call-forwarding routing.
