Frequently Asked Questions
Why do I get a busy signal when I try to log on using my Login ID?
Someone else is logged in using your Login ID, call 5HELP for assistance.
We have agents logged in, why aren't calls being routed to them?
Check the Night Service key on the Supervisor's phone, if the diamond is on press the key to deactivate Night Service. If you are re still experiencing trouble logging in, you must call 5HELP for assistance.
Why are callers receiving a busy signal when the Department ACD pilot number is dialed?
Chances are the ACD Night Service telephone number is configured on an ACD set whose 'make busy' condition has disabled the night service voice mail greeting from be activated. Please refer to your ACD specs to identify which ACD telephone set has the 'Night Service' voice mail number on, depress the 'MSB' button once so that it blinks, this will stop the busy signal from being heard and calls routing to the appropriate night service voice mail box will begin.
Why are callers getting a busy signal when they call me?
If you are logged out of your ACD make sure your Make Set Busy key is flashing, by depressing it twice. This will log you out of the ACD, and still allow calls to be presented to the other numbers on your phone.
How can a name be added to an ACD agent report to make identifying work load on either the Agent by ACD group or Group by ACD agent report easier?
The ACD Manager may request to have names added to their agent pool by performing any one of the following methods: submitting a HelpSU request, an orderit.stanford.edu web order request or when configuring a new ACD group.
How can a Department Supervisor monitor their Call Center ACD agents for quality assurance, what does ITS offer for monitoring capabilities?
ASL (Agent Status Lamp, one lamp per individual agent) when configured on an ACD Department Manager' or Supervisor's telephone set, the Agent Status Lamp (ASL) diamond reflects the state an ACD Agent is in. If you would like to have all of your Agents be configured on your ACD set and do not have room for all Agents, then you may want to expand your set by requesting an Add-On to allow for all ACD agents ASL lamps configured on a Supervisor set. Please refer to the legend below to understand each state of an ASL button and its definition:
ALS Definitions
- OFF—the Agent position is in MSB state
- STEADY—the Agent is active on an ACD call
- FLASH—the Agent is idle and waiting for an ACD call (The lamp flashes 60 times per minute.)
- WINK—the Agent is in Not Ready (The lamp winks 120 times per minute.)
If you do not want to have an Add-On installed, then the following method would apply:
ACD OBS (Observe) key for Supervisors with no ASL
Because your set does not have the capability to have extra button programmed with 'ASL'-agent status lamps. The 'OBS' button will be configured instead.
The 'OBS' key will be depressed and Supervisor will then dial the 'in-calls' key of each agent in their group. A tone will be heard only by the Agent and not the calling party. The 'in-calls' key to each agent is as follows:
Agent 1:____________
Agent 2:____________
Agent 3:____________
Agent 4:____________
