Change Your ACD State Remotely

Agents can change their ACD state from a smart phone

Let's say you're in the parking garage (or in the bathroom) when you realize that you left your station—and your agent state is still Ready—OMG!

Now you can fix that problem instantly, on your smart phone. Agents, here's how: STEVE ASKS: IF SOMEONE IN DALY CITY COULD DO THIS ON A SMART PHONE, I WANT TO FILM IT.

1. Login.
2. Change agent state to ready / not ready (+ optional reason code) / after call work.
3. Logout.

Your ability to do this with Agent Desktop does not change. Use either device; SIP Server will synchronize between your phone and your Agent Desktop as soon as you finish.

This feature just works; no agent configuration required!

SYS ADMIN CONFIGURATION
This task requires system administration-level skills.

1. Create a profile.
2. Enable ACD in the profile, and add reason codes.
3. Create a device and associate the profile with it.

When a phone connects to Feature Server, provisioning begins automatically. That is how I read this in the FDS. Correct? What triggers this automatic process? Login?

NOTES
FROM 8.1.201.48 general, 5-8-15: Agents using Automatic Call Distribution (ACD) can now log in, log out, and set a Not Ready reason code from enabled devices. Administrators can specify Not Ready reason codes and enable or disable ACD features at the device profile or device level.

Hoteling = Agents have permanent phone #s, but do not have permanent phones.