Obihai OBi1000 User Guide - Manual (Page 18)

OBi1000
User
Guide
Copyright
Obihai
Technology
18
Feature
Key
Description
Change
ACD
Agent
State
Available
Unavailable
Signed
off
Wrapping
Up
Change/monitor
an
ACD
(or
Call-­‐Center)
Agent
State
to
one
of
the
following
values:
-­‐
Available
(to
take
new
calls)
-­‐ Unavailable
(to
take
new
calls)
-­‐ Signed
Off
-­‐ Wrapping
Up
(the
last
call)
Automated
Call
Distribution
(ACD)
is
the
primary
way
a
call-­‐center
distributes
calls
among
a
number
of
agents
working
for
the
call-­‐center.
The
ACD
controller
should
only
send
incoming
call
to
an
agent
whose
state
is
“Available”.
An
agent
may
sign
off
when
done
for
the
day,
or
unavailable
when
taking
a
break,
or
wrap
up
if
when
wrapping
up
a
call
(i.e.
processing
associated
paperwork
after
the
call
has
finished).
While
“Signed
Off”,
the
agent
presses
the
key
once
to
sign
on
and
becomes
“Available”.
While
“Available”,
the
agent
presses
the
key
once
to
become
“Unavailable”.
While
“Unavailable”
or
“Wrapping
Up”,
the
agent
presses
the
key
once
again
to
become
“Available”.
Note
that
agent
cannot
change
state
to
“Signed
Off”
or
“Wrapping
Up”
directly
by
pressing
the
feature
key.
To
change
to
these
states,
agent
must
use
the
corresponding
feature
key
menu
item
from
the
GUI
(invoked
by
pressing
and
holding
down
the
feature
key),
or
some
other
means
provided
by
the
Soft
Switch,
such
as
a
web
portal.
This
function
must
be
bound
to
a
specific
voice
service.
The
ACD
agent
handles
calls
on
the
bound
service
only
with
respect
to
the
underlying
Call
Center.
The
Call
Center
is
not
aware
of
calls
the
agent
makes
or
receives
with
other
voice
services
installed
on
the
phone.
Guest
User
Logged
Off
Logged
On
This
feature
is
also
known
as
Hoteling
or
Hot
Desking.
The
phone
may
be
set
up
to
be
used
temporarily
by
a
guest,
such
as
a
visiting
employee
or
temporary
worker.
The
guest
can
press
the
key
and
enter
a
user-­‐id
and
password
to
log
in
and
start
using
the
guest
phone
as
their
own
extension
temporarily
(until
logging
out
or
on
a
remote
logout
performed
by
the
server).
This
function
must
be
bound
to
a
specific
voice
service
that
supports
this
feature.
Disposition
Code
Enter
a
Disposition
Code
for
the
last
call.
This
is
used
by
a
Call
Center
agent
to
enter
a
disposition
code
for
the
last
customer
call.
This
function
must
be
bound
to
a
specific
voice
service
(that
supports
this
feature).
Next
Tab
Move
to
the
next
tab
of
VLKs
–
when
at
Tab
4,
this
will
cycle
back
to
Tab
1.
This
function
cannot
bound
to
a
specific
voice
service.
Transfer
Invoke
the
call
transfer
function
on
the
currently
highlighted
call
on
the
screen
when
the
Calls
App
is
at
the
top
of
the
display
stack.
The
call
must
be
in
a
transferrable
state,
such
as
is
in
the
Holding
or
Connected
state.
This
function
cannot
be
bound
to
a
specific
voice
service.
Blind
Transfer
Invoke
the
blind
call
transfer
function
on
the
currently
highlighted
call
on
the
screen
when
the
Calls
App
is
at
the
top
of
the
display
stack.
The
call
must
be
in
a
transferrable
state,
such
as
is
in
the
Holding
or
Connected
state.
This
function
cannot
be
bound
to
a
specific
voice
service.