Logging on to the ACD

Agents can log on to the ACD in a number of ways, such as selecting the Superkey button in Contact Center Softphone, or using the agent control function in Interactive Contact Center.

We recommend that soft phone users who are hot desking agents log on to the ACD using the soft phone Actions menu. This enables the soft phone to identify agents.

Note:

If you are an External Hot Desking Agent or a hot desking user who logged in internally, logged out, and then chose to log back in externally, you will not be able to log on with the soft phone Actions menu. In order to access this functionality, you must first close and reopen the soft phone toolbar.

To log a standard agent onto ACD

On the soft phone Functions toolbar, click Actions > Log on > Agents and select an agent ID.

To log an external hot desking user onto ACD

On the soft phone Functions toolbar, click Actions > Log on > Hot Desking Users.

To log an External Hot Desking Agent on to ACD

On the soft phone Functions toolbar, click Actions > Log on > Agent ID.

Note:

When a hot desk agent logs in to the ACD a user license is taken from the available licensing pool and when the agent logs out the license is released back to the licensing pool. Agents are notified upon login attempt if the number of concurrent logins exceeds the number of available user licenses. If there are no available user licenses the login attempt will fail.

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