ACE Agent can also be used as an operator application.
The user acting as operator requires access to several functions which might be included in a pre-defined Operator access role.
The access role must contain the access function Execute operator functions in ACE Agent. If you have a UC system connected to your ACE solution the user must also have Execute search in uc system.
With the Execute operator functions in ACE Agent access function in your access role you can execute the following specific operator functions via Unifinder:
- See call information at the top of Unifinder.
- Call through to a busy user.
- Set attendance message and log out other users in the Presence tab.
- Redirect another user’s extension.
- See and complete messages to operator in the Operator information tab.
- Execute enquiry without the enquired party being logged in to the enquiry service.
- Connect calls with recall, to User Extension or to an agent’s personal queue.
See Connect or transfer calls via Unifinder and Enquire or transfer via skill tab.
In the operator's access role, in addition to the Execute operator functions in ACE Agent access right, a number of basic access functions should be included, such as:
- hiding queues in the Queue status window,
- making enquiries via subarea and/or skill, and to an agent that is not logged in to the enquiry service,
- logging in to/out from a separate service, including all the various telephony services,
- using wrap-up time,
- parking and associating calls via ACE Agent main window,
- sending internal messages, sms, and emails,
- postponing calls, using the Call back later in the Schedule new contact window,
- searching in UC systems via Unifinder,
- selecting a contact from a waiting list also when you are not in Ready status,
- changing your own client settings,
- transferring calls to all types of queues, or directly to an ACD group via the To queue button.