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At the end of the day, the last agent logged into a phone will be unable to log out until all the calls are cleared from the queue. There should be very few calls at closing time, so this should not be a problem. You need to make sure that all the calls are answered before you log out.
ACD Phone Instructions
Logging into the Phone (phone on receiver, using traditional headset)
- The LCD indicator next to “Make Busy” must be solid, and not flashing (if it is flashing press the Make Busy button once).
- Press the button next to the incoming line. Enter your four-digit numeric ID (xxxx) into the keypad.
- Press the “Not Ready” key. No LCD indicators should be on at this time. You are now logged in to the ACD phone system and are able to receive calls.
Logging into the Phone (using hands free headset)
It is encouraged that you use a hands-free headset while answering calls in the CSC. It limits background noise customers hear, and allows Specialists to more comfortably carry on conversations.
Putting a caller on Hold
At times, you may wish to consult with your coworkers or manager about a particular caller’s problem. To put a caller on hold, first ask the caller if you can put them on hold. If they say yes, press the Hold button and the caller will no longer be able to hear your conversation. When you are ready to speak to the customer again, press the In-Calls button.
Transferring Calls
When you need to transfer a call to another party, inform the party that you are going to transfer them, press the Transfer button, dial the number you want to transfer to, the other party should pick up, you will hear them, press Connect, and then press the Goodbye button when the original caller and destination party have begun their conversation.
Ending a Call
When you need to hang up the phone at the end of a call, simply press the Goodbye button. If you are using the traditional headset (not hands-free) try to avoid placing the headset back on the receiver. While this will work, pressing the Goodbye button will disconnect the call more cleanly. This lets the customer hear almost no noise at the end of the call instead of hearing the loud noise of the phone hitting the receiver.
Logging Out
Press the Make Busy key twice, the Make Busy LCD indicator should be flashing, you are now logged out