Definition of ACD features
ACD In calls Key—first line (button) of an ACD set where calls are presented to an ACD Agent, once Agent logs onto their ACD set.
Make Busy Key—logged out state of an ACD telephone set, calls are not presented to an ACD set whose diamond appears on the 'Make Busy' key (button). Button must be depressed twice so that it blinks to allow ringing of calls to other telephone numbers on the set.
Not Ready—logged in to ACD but is depressed or automatically programmed to appear after an ACD call to allow agent to complete data entering after a call. Not Ready can also be used when Agent needs to leave their ACD telephone set for a short amount of time to retrieve a record and not to be used when Agents are on break, lunch or end of day as call remains in the queue and will route only after the 'Time Delay Threshold' has been met.
