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ACD Training on Cisco Telephones. Automatic Call Distribution. Important Differences Then and Now for Agents. Then Made yourself available for calls by pressing the available/unavailable button on Rolm phone Now Must logon to ACD Agent software available on desktop of your pc.

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Acd training on cisco telephones l.jpg

ACD Training on Cisco Telephones

Automatic Call Distribution


Important differences then and now for agents l.jpg
Important Differences Then and Nowfor Agents

  • Then

    • Made yourself available for calls by pressing the available/unavailable button on Rolm phone

  • Now

    • Must logon to ACD Agent software available on desktop of your pc


Important differences then and now for supervisors l.jpg
Important Differences Then and Nowfor Supervisors

  • Then

    • Pressed the Supervisor button to see call queue

    • Unaware of who was available/unavailable

  • Now

    • Login to ACD Agent and Supervisor software available on desktop of your pc

    • See status of all agents

    • See calls answered, in queue, abandoned, etc.





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Agent’s screen – after login extension will auto fill


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Agent screen – not ready extension will auto fill




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Supervisor Screen extension will auto fill

  • displays

    • Supervisors logged in

    • Agents logged in

    • Current status of each agent

      • ready

      • not ready

      • on a call



Supervisor reports agent call log l.jpg
Supervisor reports – Agent Call Log extension will auto fill


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Supervisor – Team Reports extension will auto fillTeam Agent Statistics Report


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Supervisor – Team Reports extension will auto fillTeam Skill Statistics Report


Summary and detailed reports 27 different reports available l.jpg
Summary and Detailed Reports extension will auto fill27 Different Reports Available

  • Abandoned Call Detail Activity Report

  • Agent State Detail Report

  • Agent Summary Report

  • Contact Service Queue Activity Report

  • Detailed Call by Call Report

  • Traffic Analysis Report

    Can be run daily, weekly, monthly, etc.


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Any questions? extension will auto fill

Contact Telecommunications

Ext. 2076


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