• IT Services
• Telephone Services for Faculty/Staff
• ACD
• The Basics of ACD
• ACD Log In and Log Out Instructions

ACD Log In and Log Out Instructions

Log In

• The Make Set Busy (MSB) light must be on and solid.
• Do not lift the hand set.
• Press the ACD button at the bottom of your set.
• Enter your log in ID twice.
• The Make Set Busy light will turn off.
• The Not Ready light will turn on.
• Press the Not Ready button once.
• The Not Ready light will turn off, and you will be able to take calls.

Log Out (Make Set Busy)—No Calls to other lines on set

• Press the Make Set Busy button once.
• If the private lines are not forwarded to voice mail, all calls to private lines will receive a busy signal. If the set is set to forward, all calls to the private line can be forwarded directly to voice mail.
• Calls to the ACD will not be presented to a logged out agent.
• If all agents are in this condition, then the ACD will be in Night Service.
• The Make Set Busy light will be solid.

Log Out (Make Set Busy)—Still Receive calls on other lines on set

• Press the Make Set Busy button twice.
• If the set is not forwarded to voice mail, calls can ring on the private line. If the phone is set to forward, calls to the private line can forward directly to voice mail.
• Calls on other keys on set will ring.
• Calls to the ACD will not be presented to a logged out agent.
• If all agents are in this condition, then the ACD will be in Night Service.
• The Make Set Busy light will be flashing.

Not Ready (Not Ready)—Agent is still logged in but not taking calls

• Make Set Busy light is off—Agent is logged in.
• Press the Not Ready (NTRDY) button once—the light comes on.
• The 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.
• Press the Not Ready button again—the light goes off.
• Agent will get ACD calls.
• If all agents put themselves in the not ready condition the ACD group will not be in Night Service. Calls will continue to enter the queue and will hold until either an agent takes themselves out of the not ready condition, or the call reaches the Time Delay Threshold and routed to pre-specified Time Delay Route.
• The maximum number of calls in the queue threshold may also be reached in this scenario. When this occurs, the next call attempting to enter the queue will be transferred to the target for this threshold (another number, voice mail, off-site service or busy signal, depending on the target).