Vertical Communications TeleVantage 7.5 manual Placing ACD workgroup calls, Taking a break

Placing ACD workgroup calls_______________________________

If you are an ACD workgroup agent and you place a call at your desk using the telephone or ViewPoint, by default TeleVantage marks the call as a call made by you. However, you may need to place outgoing calls as part of your work as an ACD workgroup agent. Such calls in TeleVantage can be marked as calls from the ACD workgroup—not as calls from your extension—so that reports on ACD workgroup activity accurately reflect agent performance.

To mark all subsequent outbound calls as ACD workgroup calls, use your telephone keypad to press *14<ACD workgroup user’s extension># at a dial tone. All calls that are made from your station are now logged as calls that are made by the ACD workgroup user. The calls appear in the Call Monitors of all agents in the workgroup. The calls do not appear on the My Phone tab in your Call Monitor. The calls are logged both in your personal Call Log and the ACD workgroup user’s Call Log, with the queue name in the From column.

To switch back, and mark subsequent outbound calls as being from you, press *14# at a dial tone again. All subsequent calls from your station are now marked as being placed by you. These calls appear only in your Call Monitor and only in your Call Log.

Taking a break ___________________________________________

To take a break during your work shift, uncheck Accept ACD Workgroup calls as described in “Marking yourself ready and unavailable” on page D-2.

Note: The Do Not Disturb personal status does not stop ACD workgroup calls from ringing your phone.

Listening to the ACD workgroup’s voicemail __________________

If you have shared the ACD workgroup user’s Inbox with other agents, and given those agents the required permission, they can play and respond to the ACD workgroup’s voice messages. To do so, they go to the ACD workgroup’s Inbox under Shared Folders in the Folder List.

Agents can play and respond to the ACD workgroup’s voice messages exactly as they work with their own voice messages.

Viewing the ACD workgroup’s contacts and Call Log ___________

If the ACD workgroup’s contacts and Call Log have been shared with you, you can view those folders under Shared Folders in the Folder List.

D-4 USING TELEVANTAGE