utomatic sign on/off processes save time and prevent abuse of the system. Using screen-based software programs, supervisors may also move agents from one group to another. ID/Password Agents may sign on using an identification number, with or without a password. The ID and password should be viable from any agent workstation, freeing agents to work at any desk during any shift. When agents serve multiple groups, tracking require- ments will determine whether or not the agent uses the same or different ID and password for each group served. Auto Answer/Auto Release Automatic Answer and Automatic Release are features fre- quently used together and in conjunction with headset operations. With Auto Answer, agents receive calls without lifting a handset or depressing a button on the telephone. Agents may be alerted to the incoming call with a ring, beep, message, zip tone or other indicator. Auto release terminates the call when the local or long distance carrier disconnects. Thus, the agent is immediately freed to move on to other activities such as follow-up paperwork or receiving the next call. This feature also prevents agents from adding seconds or minutes to each call by delaying release. Auto release serves as a productivity tool for the agent and as an anti- abuse measure for management. The Telecom Handbook * 81 THE ACD Call Alert Work conditions in a busy Call Center would be unbearable if all telephones rang with every incoming call. Silent room con- ditions (where telephones do not have an audible ring) improve morale and productivity. Alternative means of alerting agents to incoming calls include: Audible ring, ring-beep, zip tone (sounds a like a zipper be- ing opened quickly, heard only by the agent) for agents with a headset. A brief announcement, which may relate to call origin or may prompt the agent for a unique greeting. Also used for agents with a headset. Visible indicator such as a flashing lamp or phone display, typically with incoming line or caller information. Wrap/Work Call Center managers 