The different states of an ACD set
Make Busy (MSB) solid—logging out of ACD system, no calls to other lines on set, occurs when MSB button is depressed once.
MSB blinking—logging out of ACD system, still receive calls on other lines of ACD agent set, depress MSB twice.
Not ready—agent still logged in to ACD system, but not taking ACD calls, depress Nt Rdy once, agent does not receive ACD calls. Calls will be presented to agents who are ready to take calls or will queue up waiting for agents to become available.
Night service conditions—when all agents are logged out of ACD system, calls route to pre-determined route based on ACD specs.
Pilot busy—callers receive a busy signal when ACD pilot number is dialed, this occurs when the night service phone number resides on an ACD set and has its MSB button in a solid state which in turn will busy set out and night service phone number is unable to forward to voice mail automatically. When this happens, refer to ACD specs and identify ACD telephone set where the night service telephone resides, depress 'MSB' once so that it blinks, calls will then route to the night service destination.
Night service button—ACD calls still in progress and calls are in the queue, a supervisor may press the Night Service button to stop the calls from being presented to the ACD queue due to end of business day, closing hours, staff meeting during day or clearing out queue in order to close the office at an appropriate time.
Answering ACD Calls—Incalls key (key 1) is solid indicating the agent is answering an ACD call.
Incalls Key Idle—Agent is logged in and is ready to answer an ACD call.
