Change Your ACD State Remotely
SIPVM-3525 - Device management support for enhanced phone-based agent login
Agents can change their ACD state from a smart phone
WHAT IF you're in the parking garage (or in the bathroom) when you realize that you left your station—but your agent state is still READY? Not good!
Now you can fix that problem instantly, on your smart phone. Agents, here's how:
- Login.
- Select the GUI element to change your Agent State.
- Change it to not ready
- Optional: Include a reason code such as Lunch or Break.
- Your other choices are: ready and after call work.
- Logout.
Above: An agent changes the ACD state on an Audiocodes desk phone.
You can still do this on your desktop computer, using Agent Desktop. SIP Server synchronizes between your phone and your Agent Desktop when you finish using either.
No agent configuration required.
SYS ADMIN CONFIGURATION
This task requires system administration-level skills.
- Create a profile.
- Enable ACD in the profile, and add reason codes.
- 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? Agent 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.