Change Your ACD State Remotely
SIPVM-3525 - Device management support for enhanced phone-based agent login
Now Agents can change their ACD state instantly, on an enabled desk phone. Here's how:
Agents can change their ACD state from a desk phone
- Login using your phone's menu.
- Select one of the Agent States. Your choices are:
- not ready Optional: additionally select a reason code such as Lunch or Break.
- ready
- after call work.
- Logout.
Watch a video of the entire process here. 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.
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.