ESI IVX X-Class User's Guide Page 79
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User’s Guide ACD agent operation
I.3
Display indications
While you are logged on, the display will show the department’s call status as shown below.
• If you're logged on but idle:
24-Key
Feature
Phone
48-Key
Feature
Phone
• If you're logged on and on a call, the display shows the Caller ID (or line number) and duration of
the current call
1
. The second line shows the Department name momentarily and then is replaced by
the number of calls waiting in queue and the longest hold time:
24-Key
Feature
Phone
48-Key
Feature
Phone
Additionally: to help alert agents that calls are in queue, a short tone will be heard each time a new call
is added to the queue.
While logged on: no DND, monitor mode or call forward
While you are logged on as an agent, the system will deny your station the ability to place your phone in
DND or monitor mode or to call-forward calls.
When you log off, your station returns to normal regarding these capabilities.
Call waiting
While you are logged on as an agent, calls routed to you as a member of an ACD department will not
call-wait to your station. However, calls that have dialed your extension number directly will call-wait.
ACD administrator key
Setting a programmable feature key to be an ACD administrator key allows a user to view the call
activity of an ACD group. Set a programmable feature key with 5 6 3 and the ACD department number
(for example, 5 6 3 2 9 0), and then press the key. It will glow green and the bottom line of an ACD
group's display will appear until you press the key again.
To program an ACD administrator key:
1. Hold down the desired programmable feature key for at least two seconds, to enter
programming mode.
2. Press 5 6 3 followed by the ACD department number.
Note: If you don’t know the department number, contact your System Administrator.
3. Press the same programmable feature key again.
Notes: While you’re logged on, your phone’s display will show the department’s call status (see “Display
indications,” page I.3); however, department calls WON’T be directed to your extension.
Only two ACD administrator keys can be programmed per department.
The department call display takes priority over most other displays, such as voice mail or user
programming. If you must see display information while playing voice messages or programming your
phone, log off from the ACD department first.
1
On a 24-Key Feature Phone, the call duration appears on the first line of the display. On a 48-Key Feature Phone, it appears on
the third line of the display.
- ESI Feature Phone 1
- User’s Guide 1
- Contents 3
- 48-Key Feature Phone 6
- 24-Key Feature Phone 8
- 12-Key Feature Phone 9
- Connecting your ESI phone 10
- Tutorial 11
- Help during a call 11
- Exiting Help mode 11
- User programming menu 13
- 1 Select personal greeting 14
- 2 Programmable feature keys 14
- 3 Station options 16
- 4 Station audibles 16
- 5 Password 17
- 7 Personal Call Routing 18
- Voice mail operation 19
- Leaving messages . . 20
- AutoPage 21
- Off-premises “reach me” 21
- Message retrieval 22
- New message skip 23
- Virtual Mailbox Key 24
- Live recording 25
- Introduction 26
- Message delivery 26
- Status indicator lamp 27
- Optional voice mail feature: 28
- Guest mailboxes 28
- Password 29
- Urgent messages 29
- 1 Select question 33
- 2 Password 33
- ESI Feature Phone operation 35
- . Available line 35
- Programmable feature keys 36
- Fixed-feature keys 36
- Keys’ LEDs (lamps) 36
- Volume/scroll keys 37
- MUTE/DND key 37
- Soft feature keys 37
- Dial tone 38
- Basic phone use 38
- Direct station selection 39
- . . . to a voice mailbox 40
- . . . to the main greeting 40
- Conference calling 41
- Call forwarding 42
- Call forwarding/off-premises 43
- Call waiting 44
- Exclusive hold 46
- Call pickup 47
- Optional features 48
- Special keys 49
- Auto-dialing using Esi-Dex 50
- User’s Guide Special keys 51
- Using Esi-Dex: An example 56
- Override ring 57
- Personal greeting reminder 58
- Headset operation 58
- Outside dial tone preference 58
- Line keys 59
- Missed-Call Key (Code 574) 61
- QuickPage (Code 577) 62
- Mute/DND key (Code 578) 62
- Voice mail (Code 579) 63
- Override ring (Code 580) 63
- Special keys User’s Guide 64
- Remote IP Feature Phone 65
- Troubleshooting 66
- Using Esi-Link 67
- Examples 68
- Dialing an Esi-Link location 69
- Transferring calls 70
- Voice mail 71
- Other Esi-Link features 73
- Conferencing 75
- Using Esi-Link User’s Guide 76
- ACD agent operation 77
- Wrap mode 78
- LED indicator 78
- Display indications 79
- ACD administrator key 79
- Analog stations 81
- Call hold 83
- Call pick-up 84
- Message waiting indication 85
- Retrieving messages 85
- Press VOICE MAIL 86
- (see page J.5) 86
- Analog station programming 87
- 5 Password 87
- Phone delivery 88
- Pager notification 88
- 1 Delivery options 89
- 2 Phone delivery 89
- 3 Pager notification 89
- 4 Urgent message activation 89
- www.esi-estech.com 92
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