#Callcenter acd code

The Sign-Out state is equivalent to a “clock out”, which means that the agent’s workday or shift is completed and they are leaving. Woman wearing headset taking calls in a busy call center. The Sign-In state is equivalent to a “clock in”, which means that the agent is at their work location but not yet ready to accept incoming calls An automatic call distribution (ACD) queue efficiently holds and distributes incoming calls. It is a programmable device that automatically answers calls, queues calls, distributes calls to agents, plays delay announcements to callers and provides real-time and historical reports on these activities.

#Callcenter acd code

If you select Unavailable and your company requires you to provide a reason for your unavailability, select an Unavailable Code from the drop-down list.Īgent is unavailable to receive ACD calls. The specialized telephone system used in incoming call centers.At the top right-hand side of the main Call Center client window, click the ACD drop-down and select an ACD state from the list. The Automatic Call Distribution (ACD), the Automatic Outbound Calling (AOC) and the Epygi ACD Console (EAC) are the licensable features which will help you.When you sign in to the Call Center client, your ACD (automatic call distribution) state is set to the post sign-in ACD state set on the Settings page.

This article does not apply to Supervisors who are configured to never take incoming calls from queues. Call center ACD (automatic call distribution) systems automatically receive inbound calls and route them to available agents. NOTE: In some cases, a Supervisor may simultaneously be an Agent of one or more queues and need to manipulate their own ACD state.