When running Phone Manger in Team Leader mode it is possible to change other user’s ACD status and control their DND.
Assign ACD Status
To assign an ACD Status of an agent right click on the agent and then navigate to ‘Team Leader’ and then to 'ACD Status'. The agent can then be logged in or logged out of all hunt groups that they are a member off. The agent can also be logged into or out of selected hunt groups.
Log Agent into Extension
To log an agent into an extension right click on the extension that is required to have the agent
logged in on and navigate to 'Team Leader'. Select 'ACD Status' and then select 'Log Agent In'. In the next box enter the agent ID to login to the extension and press the 'Enter' key to perform the login of the agent on the extension.
Log Agent out of an Extension
To log an agent out of an extension right click on the extension that the agent is currently logged into and navigate to 'Team Leader'. Select 'ACD Status' and then select 'Log Agent out' to log the agent out completely.
The agent can be logged out from selected hunt groups by clicking on the hunt group name instead of selecting the 'Log out' button. To indicate if an agent is logged into a particular group green and red coloured buttons are used. If the button is green next to the hunt group name the agent is currently logged into that hunt group, if the button is red the agent is currently logged out of that hunt group.
Log Agent in
If an agent is being displayed on the DSS Console and is not currently logged in the agent will be greyed out and have a red cross to indicate that it is not currently logged in. To log an agent in that is currently greyed out on the DSS Console right click on the agent and navigate to 'Team Leader' then select 'ACD Status' and then click 'Log in to Extension'. In the next box enter the extension number to log the agent into and press the 'Enter' key to perform the login of the agent on the extension.
Log Agent out
If an agent is being displayed on the DSS Console and is currently logged in the agent can be logged out from the extension by right clicking on the agent and navigating to 'Team Leader' then select 'ACD Status' and then click 'Log out'. The agent will then be logged out from the extension.
The agent can be logged out from selected hunt groups by clicking on the hunt group name instead of selecting the 'Log out' button. To indicate if an agent is logged into a particular group green and red coloured buttons are used. If the button is green next to the hunt group name the agent is currently logged into that hunt group, if the button is red the agent is currently logged out of that hunt group.