In a call center environment, an agent might log in to a telephone by one of the following methods:
Communication Manager-based feature, such as Abbreviated Dial buttons
Telephone-based application, such as Contacts
Computer-based applications
If an agent logs in to a telephone by one of these methods, the telephone might not be able to determine the agent ID. For example, the telephone might not be able to differentiate between the value of the agent ID and the value of the optional password. In case of Computer-based logins, the telephone is out of the loop of the login process, and has no access to the login information.
Without accurate agent ID, the telephone cannot retrieve the Agent Greetings files. The telephone can always determine that the agent is logged in, but cannot always determine the agent ID. If the telephone cannot determine the agent ID, when a customer calls the call center to connect to a specific department, the telephone does not play the proper greeting. Due to these scenarios where the telephone might not be able to determine the agent ID, Communication Manager must send the agent ID to the telephone after the agent logs in.
When the telephone receives a call center event against one of the administered lamps, the telephone initiates an agent ID inquiry message. On receiving the agent ID inquiry message, Communication Manager responds with the agent ID or, if the agent is not logged in, sends a denial event message on the extension of the agent. With accurate agent ID, the telephone can retrieve the specific agent greeting and play the greeting when a call is received.
