Logging In/Out as an ACD Agent

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.

Desk Phone

Do you want to log in or log out?

I want to log in

1. Press the ACD soft key.

Desk phone ACD key

2. Press the Log In soft key.

Desk phone Log In 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.

Desk phone ACD key with check

4. Press the Avail soft key.

Desk phone Avail 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.

Desk Phone ACD logged in
I want to log out

1. Press the ACD soft key.

Desk phone ACD Key

2. Press the Log Off soft key.

Desk phone Log Off 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.

Desk phone ACD Logged Off
How do I check if I'm logged in?

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.

ACD logged in

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.

ACD 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.

Flashing red light means NOT logged in
Clearspan Engage WebEx Softphone
I am using Clearspan Engage WebEx on a computer/laptop

The screenshots below show the steps on a Windows 10 laptop, but the steps are the same on a Mac laptop.

1. Click on your profile icon at the top left of the app.

WebEx home screen

2. Click Settings.

profile and preferences menu

3. Click Calling and then select Click here to access your call queues settings under Call Queues.

You can also click on Advanced Call Settings to access the Call Control menu.

webex options menu
  1. Click on Calling.
  2. Then click Click here to access your call queues settings under Call Queues.

4. Click on Call Control and then click on Call Center Queues. Then click on your current ACD status in green or the carat icon on the right under Status.

Your current ACD status will show up in green under Call Center Queues and Status.

call queues menu
  1. Click on Call Control.
  2. Then click on Call Center Queues.
  3. Click on your current ACD status in green.
  4. Or click on the carat icon on the right under Status.

5. To sign in, select Available. You are now available to answer ACD calls.

Please note that you should only use Available to log on to the ACD system. Using Signed In, Unavailable, or Wrap-Up will result in ACD calls not being sent to you.

sign in to ACD  as available

6. To sign out, select Signed Out. No ACD calls will be sent to you.

Please note you should use Signed 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.

sign out of ACD
I am using Clearspan Engage WebEx on a Smartphone or Tablet

The steps to sign in/sign out as an ACD agent are the same as on the desktop app, but you'll see differences in the other options that are available to you on each screen. The screenshots below show the steps on an Apple iPhone, but the steps are the same on iPad and Android smartphones/tablets.

1. Tap on your profile icon at the top left of the app.

messaging screen

2. Tap Settings.

profile and preferences menu

3. Tap Calling.

settings menu

4. Tap Call queues.

You can also tap on Advanced Call Settings to access the Call Control menu.

calling menu

5. Tap Call Control.

call control menu

6. Tap Call Center Queues.

You'll see your current ACD status in green under the Call Center Queues menu.

call center queues menu

7. Tap on your current ACD status in green.

change acd status

8. To sign in, tap Available. You are now available to answer ACD calls.

Please note that you should only use Available to log on to the ACD system. Using Signed In, Unavailable, or Wrap-Up will result in ACD calls not being sent to you.

sign in to ACD as available

9. To sign out, tap Signed Out. No ACD calls will be sent to you.

Please note you should use Signed 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.

sign out of ACD

Need More Help?

View the Troubleshooting & Resources guide.

Contact the IT Help Desk at [email protected] or 657-278-7777 for additional assistance.