33Call Center agent/supervisor featuresCall Center agent/supervisor featuresThis section describes features and procedures for both the Call Center agent and thesupervisor.Agent Login/ 1. Press the Make Busy Key until the indi-cator turns on./ 2. Press the In-Calls Key.3. Dial your four-digit agent ID. You areautomatically in the Not Ready state andin the current ACD queue./ 4. Press the Not Ready Key when you areready to accept ACD calls. The LED forthe Not Ready Key goes off.Note: You must press the Headset Key thefirst time you log in, if using a direct connectheadset.Agent Login EnhancementThis feature provides two new options to ensure that only assigned agents are able tolog into an ACD group:• Partitioning of agent login identification numbers between customer groups• Agent login password optionEach time an agent enters an identification number, a check is made to determine ifthe set being used is associated with the same customer group as the identificationnumber.If this check is successful and the password option has been assigned, the agentreceives a special dial tone. The agent must enter a four-digit password (a number inthe range 0001 through 9999). When the password is accepted, the agent is loggedinto the ACD group. If a checks is unsuccessful, a reorder tone is given.
