The UCD is designed in a call centre environment to present calls to available call centre agents, where the agents are there only to answer calls.

The staff agent would need to take the handset off hook to indicate to the UCD that he/she is "logged in but not available" to take calls. Using the handset makes it "more obvious" that the agent is "not ready" than logging out - and then forgetting to log back in.

~ Marty

Sometimes there ARE ghosts in the machine. I use MSN Live, ask me for the addy if you want.

Never, ever, argue with an idiot. They'll drag you down to their level and beat you with experience

http://www.vernontelecom.com