This page is used to add a new agent to the ACD group. The Add Entry page contains the following components:
ACD Agent ID text field requires the name of the agent previously created from the Agents table of ACD Management.
Agent Status drop down list requires the actual status of the agent. For details, see Automatic Call Distribution. The following values are available in this list:
Online - the agent is logged into agent group and available for receiving the calls from that group.
Offline - the agent is not logged into the agent group and cannot receive the calls from that group.
The same agent still can receive the calls from the other groups where he/she is online.
Away - the agent is logged in but temporarily unavailable for a short time by some reason.
DND (Do Not Disturb) - agent is busy by some other activity not related to conversation on the phone.
For example, agent can be busy by updating the customer's record after the call or entering some data into database.
Versus to Away status, the DND state of the agent changes automatically to Online when the preconfigured DND timeout expires (it is now 30 seconds by default).
Note: The state of the Agent can also be modified from
the handset by calling the predefined Auto Attendant (see Attendant Extension Settings and Automatic Call Distribution).
Enable wrap-up - if enabled, the current Group does not send new calls to the Agent within the wrap-up
Timeout after closing the active call. Versus DND, the agent's status does not change during
Timeout period, which activates automatically every time when the agent finishes the call.
That period is used, for example, by the agent for updating the customer's records after the call.