What you need to know:
ProConnect's Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality.
1.
Set your ACD state
You can view or change your ACD state by following these steps:
- Within the report toolbar, click the agent controls icon.
- Select Set Status and choose one of the following:
- Available - You're ready to accept ACD calls and other interactions.
- Wrap-up - You're completing work from your previous interaction and unavailable to answer ACD calls.
- Not Available - You're unavailable to accept ACD calls. You can select a reason code: No Reason, Lunch, or Meeting.
Note: Before you can use Not-Available codes, your administrator must configure the list of code values in the telephony platform and set up the associated phone endpoints.
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You can also change your own availability status using keyboard shortcuts. Use Ctrl+Shift+A to set yourself as available, or Ctrl+Shift+U to set yourself as unavailable.