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ACD Processing Technical Reference
Appendix A: Using Customer Interaction Center’s Phone-Only ACD
The Phone-only ACD allows agents to receive ACD calls without a computer. Once agents log on using a standard station phone, they receive phone calls just like agents running a CIC client on a computer. Phone-only ACD does not work for remote agents; the phone must be a station connected to Customer Interaction Center.
To log on, agents should pick up their telephone handset and dial *98 + their extension + their CIC password + #.
Write your extension and CIC password in the following table for quick reference. If you don't know your extension or password, ask your system administrator.
|
Start by pressing… |
Extension |
CIC Password |
…and finish by pressing… |
|
*98 |
# |
After an agent logs on, he or she sees several options:
|
Options |
Explanation |
|
Press 1 |
Log on to this station. The agent’s status is available and the agent begins receiving calls. |
|
Press 2 |
Log off of this station. The agent’s status is Available, No ACD and the agent no longer receives ACD calls. The agent can still receive non-ACD calls. |
|
Press 3 |
Log on to a different station. The agent is prompted to enter the other station’s extension. |
|
Press 4 |
Change status. The agent is prompted to enter another status. |
|
Press 5 |
Change personal greeting. The agent is prompted to record
a new personal greeting that CIC plays to a caller when a call
is assigned to the agent. This personal greeting is known |
|
Press 6 |
Log on or log off of a queue. |
Once an agent has logged on, that agent can manage calls using switchhook flash. For information about managing calls from a station, see the Phone Features Guide quick reference card.