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 pull out your smart phone and fix that problem instantly. Agents, here's how to control your own ACD state through your smart phone.
- Login/logout.
- Change agent state to ready / not ready (+ optional reason code) / after call work.
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!
FUNCTIONALITY ON AGENT PHONE Sys Admin-level Configuration
- Create a profile. Enable ACD in profile and add reason codes.
- Create a device and associate the profile with it.
- Phone connects to FS and provisioning begins automatically.
a. Agent login b. State change (Ready and Not Ready) c. For unavailable State check if all the reason codes configured are reflected on IP Phone.??? d. State change to after call work e. Log Out
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.