8.4 The four operating statuses of the agent set
An agent's availability is determined by the operating status (of which there are 4), that the agent can
change at any time. These statuses are:
• Onduty In service, the agent is ready to receive calls.
• Offduty Withdrawn, the agent has withdrawn from the ACD application.
• C.Work Additional task, the agent is performing a task concerning a call and is not taking
other calls.
• T.Absence Temporarily absent, the agent has taken a break and is not taking calls.
The agent can change the operating status directly by entering codes, pressing the function keys, or
using the Agent Assistant agent software on PC (if available).
8.5 Changing the operating status of the set – Agent set
8.5.1 Changing using codes (all sets)
The operating status change codes are defined when the system is configured. Contact the system
administrator to obtain these codes.
• Enter the feature code to activate.
8.5.2 Change using function keys
• Press the function key of the status to be activated. Information relative to the selected status is
displayed on the screen. If a refusal message is displayed, contact the system administrator.
8.6 Modifying your personal code – Agent set
• Password
• New code (6 digits).
8.7 Integrating another group/leaving a group – Agent set
• Groups
• Press the key of the group (1 to 8) to integrate (box empty) and/or press the key of the group to
leave (box full).
8.8 Close the agent session (logout) – Agent set
• Logout
8.9 Supervisor station
• A supervisor can consult the messages left in the voicemail inboxes of the call center groups
(maximum 8 groups) using the function keys.
A supervisor can also perform the agent function from the same set
