ACD Quick Reference Guide - ITE Phones

Sign On | Sign Off | If You Miss A Call | Wrap-Up | Queue Depth
Night Service | Who to Call with Problems

Sign On
Agents are required to sign on at the beginning of each scheduled call shift and sign off at the end of each scheduled call shift.

• Press SPKR or pick up the handset to get dial tone on your agent extension
• The active Line Appearance button will have a red light next to it
• Press OFFLINE button
• You will hear two beep confirmation tones and then silence
• The OFFLINE button will not be lit

Sign Off
(Your supervisor can put the entire system into night service but individual agents must still sign off nightly.)

• Press SPKR or pick up the handset to get dial tone on your agent extension
• The active Line Appearance button will have a red light next to it
• Press OFFLINE button
• You will hear two beep confirmation tones and then silence
• The OFFLINE button will be lit

This can be confusing! You are signed off if the button is lit.

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If You Miss an ACD Call
If you fail to answer an ACD call within 12 seconds (approximately 3 rings) the call will go to the end of the queue (which means the caller has to wait in line all over again!) and you will be signed off automatically.

• The OFFLINE button will be lit indicating you are signed off
• You will not receive additional ACD calls until you sign back on

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Wrap Up (optional)
Wrap is an automatic feature, if enabled. At the end of each ACD call, the agent is placed temporarily off-line and cannot receive any ACD calls. This is for a short amount of time, usually about ten seconds. This allows the agent to finish any paperwork associated with the call. After those few seconds, the agent is placed back in the pool of available agents and may receive calls.

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Queue Depth
This feature can show, via the phone's display, the number of ACD calls in queue waiting to be answered. Agents may also be signaled that there are calls in queue by having their queue button flash. The agent need not be signed on to check queue depth.

Display number of Calls in Queue via the phone display

• Press QUEUE button.
• The display shows the number of calls in queue (CIQ) and the number of agents on line (AOL)

Calls in Queue displayed by the lamp signal (button flash)

• No Calls in Queue
  • QUEUE button will not be lit.
• Calls in Queue
  • QUEUE button flashes slowly
• Calls in Queue greater than a preset number (usually 5 calls)
  • QUEUE button flashes quickly

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Night Service
Allows calls normally directed to an ACD group to be routed to a predetermined telephone number or to a night phrase. The supervisor activates this button nightly or it can be activated by the ACD system itself, depending on the setup in that area.

To activate NIGHT SERVICE (any calls in Queue are processed before night is activated)

• Press the NIGHT button two (2) times
• Night service is activated
• OFFLINE button flashes on all agent phones

To deactivate NIGHT SERVICE

• Press NIGHT button once
• The night button is extinguished. Night service is deactivated
• OFFLINE button is lit.
• Agents must now sign on to receive calls

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Whom to Call with Problems
Speak with your supervisor first. If he/she is unable to assist you here are your contacts:

1. Call Cathy Arthur at x2492.
2. If Cathy does not answer, call Lori Arthur at x4488.
3. If neither Cathy nor Lori answer, call the campus operators at x2011. Explain that you are having trouble with your ACD phone and that you need to speak with a Telephone Services staff member. You will be transferred to an available staff member or a staff member will be paged.