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ACD Administration Procedures
Chapter 10
Agent Unavailable
Automatic Call Distribution (ACD) provides an Agent Unavailable agent feature. With
the Agent Unavailable feature, an agent can prevent ACD from routing new calls to their
station. It gives agents the flexibility to manage their time when they need to take care of
other duties or actions.
The Agent Unavailable feature supports the following functions:
•
Initial agent unavailable sign on mode
•
Work state timer
•
Agent Unavailable timer
•
Maximum number of manual transitions from Unavailable state to Work state
Initial Agent Unavailable Sign-On Mode
When an agent signs on to an ACD Pilot, the system can automatically place the agent
into an idle, work, or agent unavailable state (based on the value of the Initial Sign-on
Mode parameter). As an option, the system can also provide a pre-defined reason code
for the agents that it places in an agent unavailable state. When supporting an initial agent
unavailable state, the system also includes a timer that defines how long an agent can
remain unavailable. After an agent remains unavailable for longer than this duration, the
system automatically logs the agent off. Support for agent unavailable on initial sign-on
applies to all answer modes, including:
•
Manual answer
•
Auto-answer
Work Timer
PointSpan switches can integrate Agent Unavailable and Work functionality. Typically,
the Work feature enables an agent to manually prevent her ACD station from accepting
more ACD calls. The can remain in the work state indefinitely until removed forcibly by
a supervisor (see "Force") or until a work timer expires. The Time for Agent Work
parameter for either the pilot or the associated Class of Service defines this timer. For
details, see "Pilot Parameters for Work" and "Class of Service Parameters for Work."
When the time that an agent has remained in the Work state matches the value of the
work timer, the system either:
•
Places the agents into an Agent Unavailable state (with an optional, pre-defined
reason code); the function, interval, and reason code uniformly applies to all agents in
the same Agent Group pilot or Class of Service.
or
•
Aastra - 2542-002
Signs the agent offline.
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