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Callcenter acd code#

The Sign-In state is equivalent to a “clock in”, which means that the agent is at their work location but not yet ready to accept incoming calls

Callcenter acd code#

If you select Unavailable and your company requires you to provide a reason for your unavailability, select an Unavailable Code from the drop-down list.Īgent is unavailable to receive ACD calls. The Automatic Call Distribution (ACD), the Automatic Outbound Calling (AOC) and the Epygi ACD Console (EAC) are the licensable features which will help you.

To do that, ACD integrates with the other tools used in your call center. This feature determines where to distribute the calls by analyzing the volume and needs of incoming calls.

At the top right-hand side of the main Call Center client window, click the ACD drop-down and select an ACD state from the list. Call center ACD (automatic call distribution) is a program that automatically distributes incoming calls to different places, such as a sales team or a recorded message.

When you sign in to the Call Center client, your ACD (automatic call distribution) state is set to the post sign-in ACD state set on the Settings page. This article does not apply to Supervisors who are configured to never take incoming calls from queues.

NOTE: In some cases, a Supervisor may simultaneously be an Agent of one or more queues and need to manipulate their own ACD state. ACD is a full-service Contact Center that handles customer interactions for companies that outsource all or part of their volume.