On CS 1000 phones, an agent can log in and log out in the following ways:
By pressing the ACD In-calls key.
By pressing the Make Set Busy key.
An agent can also use the ACD In-calls key to receive calls from the call center service.
To log in, the agent must press the ACD In-calls key, which corresponds to digit 0, and enter the agent credentials. To separate the entered data, the agent must press #. To indicate the end of entry, the agent must press ##.
The agent must enter the login data in the following order:
The agent ID
#
ACD queue directory number
#
Priority level
#
CS 1000 supports the Priority Agents feature which enables more experienced and qualified agents to receive high-priority calls. An agent can enter up to five ACD queue directory numbers and set a priority level for each number. For example, if the agent 5001234 sets 5 ACD queue directory numbers with priorities, the entry is the following: 5001234 # 5657421 # 1 # 2823356 # 4 # 7658798 # 1 # 5652272 # 1 # 2829228 # 1 ##, where
5001234 #: agent ID
5657421 # 1 #: first queue, high priority
2823356 # 4 #: second queue, low priority
7658798 # 1 #: third queue, high priority
5652272 # 1 #: fourth queue, high priority
2829228 # 1 ##: fifth queue, high priority
After logging in successfully, the phone is logged in but in the Not Ready state. The agent can log out by pressing the Make Set Busy key. The Make Set Busy has different functionality depending on the type of system the agent uses for services.
System
User experience with the Make Set Busy key
CS 1000 in Unified Communications
Agents can use the Make Set Busy key to set their state to Busy for all callers. When this feature is activated, the phone does not receive calls.
ACD
An agent can use the Make Set Busy key to make the agent appear busy for the ACD queue and non-ACD calls. After pressing this key, the agent logs out. If the agent presses the Make Set Busy key again, the phone is available for non-ACD calls but the agent is still logged out.
