Logging In/Out as an ACD Agent (Communicator)
This article covers how users who are ACD agents log in to the ACD system to receive calls and log out from the system.
ACD (Automatic Call Distribution) is a system that allows multiple calls to be put on hold until there is an available person (ACD agent) to answer the call. Calls are put on hold in a queue and directed to an available ACD agent usually in the order the calls were received.
Prefer to have a printable one-sheet with these instructions? Download the ACD Agent: Log In/Out of ACD Job Aid PDF.
Choose the device you are using.
Do you want to log in or log out?
1. Press the ACD soft key.
2. Press the Log In soft key.
3. Press the ACD soft key again.
A red light will flash and a check mark will appear next to the ACD soft key.
4. Press the Avail soft key.
5. A solid red light and a check mark appear next to the ACD soft key. You are now logged on to the ACD and will begin receiving calls.
1. Press the ACD soft key.
2. Press the Log Off soft key.
3. The ACD light is off and there is a “0” next to the ACD soft key.You are now logged off the ACD.
Logged In
You know you are logged in if there is a checkmark next to the ACD softkey AND a solid red light next to it.
Not Logged In
If the ACD softkey has a 0 next to it and there is no solid red light next to it, you are NOT logged in.
What if the red light is flashing?
If the red light next to the ACD softkey is flashing, you are NOT logged in. Press the ACD soft key and then press Avail soft key to complete the login process.
Method 1: Call Center Feature
1. Click on the double right arrow button, select Window, and then select Call Center.
- Click on the double right arrow icon.
- Select Window.
- Select Call Center.
2. To sign in, select Available in the Queues drop-down menu. You are now available to answer ACD calls.
Please note that you should only use Available to log on to the ACD system. Using Sign-In, Unavailable, or Wrap-Up will result in ACD calls not being sent to you.
3. To sign out, select Sign-Out. No ACD calls will be sent to you.
Please note you should use Sign-Out even when you go on break. Using Unavailable (or Wrap-Up) will result in a delay in a caller being transferred to an available agent as the ACD system will make an attempt to send the call to you, find you are unavailable, and then move on to the next agent.
Method 2: Options Menu
1. Click on the Options gear icon.
2. Click on the options drop-down menu and select Services.
3. To sign in, select Available in the Queues drop-down menu. You are now available to answer ACD calls.
Please note that you should only use Available to log on to the ACD system. Using Sign-In, Unavailable, or Wrap-Up will result in ACD calls not being sent to you.
4. To sign out, select Sign-Out. No ACD calls will be sent to you.
Please note you should use Sign-Out even when you go on break. Using Unavailable (or Wrap-Up) will result in a delay in a caller being transferred to an available agent as the ACD system will make an attempt to send the call to you, find you are unavailable, and then move on to the next agent.
Need More Help?
View the Troubleshooting & Resources guide.
Contact the IT Help Desk at [email protected] or 657-278-7777 for additional assistance.