ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all agents are unavailable can hear an initial announcement (called the 1st Announcement). This announcement can be a general greeting like, "Thank you for calling. All of our agents are currently busy helping other cus- tomers. Please stay on the line and we will help you shortly." If the caller continues to wait, you can have them hear another announcement (called the 2nd Announcement) like, "Your business is important to us. Your call will be automatically answered by the first available agent. Please stay on the line." If all the ACD Group's agents still are unavailable, the call can automatically overflow to another ACD Group or the Voice Mail Automated Attendant. If all agents in the overflow ACD Group are busy, Lookback Routing automati- cally ensures that the waiting call will ring into the first agent in either group that becomes free.
ACD (Automatic Call Distribution) Group & Supervisor
ACD (Automatic Call Distribution) Group & Supervisor Description
A station can be assigned as the ACD Group Supervisor. A station can be the ACD Supervisor for one or multiple ACD groups. The ACD Supervisor receives status information for the group indicating queued calls and time. When a call is queued to a group for longer than a queue time or when a predefined number of calls are queued, the supervisor's LCD will indicate the number of calls in queue, and the queued time for the longest queue.
The ACD Supervisor can control and can change overflow destination and timing as well as the On/Off duty status of ACD group members. In addition, he ACD Supervisor can monitor an agent’s call and, if desired, the ACD Supervisor can record an agent’s call to the VMIB using Two-way record (refer to Ref. C).
Operation
ACD Group Agents
ACD Group Agents are logged into each ACD group as a Group Member in the system database. Agents use the Agent Duty code or a Flexible button assigned as a UCD-DND button to go ‘On’ and ‘Off’ duty for a specified ACD Group.
To toggle Agent On/Off Duty,
1. Press the [TRANS/PGM] button.
2. Dial ‘8 7’, the Agent Duty (UCD-DND) code.
3. Dial the ACD Group Number.
4. Press the [HOLD/SAVE] button.
Once ‘On-duty’, the LCD display of the DKT will display the queued call count for the ACD Group. Also, if the station has a DSS button for the ACD Group, the LED will flash to indicate the number of calls queued.
Off 0 calls in queue
60 ipm 1 to 3 calls in queue 120ipm 4 to 6 calls in queue 240 ipm 7 or more calls in queue
Supervisor
ACD Group Supervisors are logged into an ACD Group as a Group Member and separately assigned as the ACD Group Supervisor. The ACD Supervisor goes ‘On’ and ‘Off’ duty as with any ACD Group Agent. In addition, the ACD Group Supervisor must have a Flexible button assigned as an [ACD Group] button for each supervised ACD Group.
An ACD Supervisor can monitor calls of ACD Agents in the supervised ACD Group. The Supervisor enters the conversation in a ‘Listen-only’ mode (Mic is muted) but can join the conference with the Mute button. A warning tone can be configured to ‘beep’ when the ACD Supervisor monitors a call.
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ACD
Automatic Call Distribution (ACD)
Description
You can put any agent in any group. An agent can be in more than one group. This allows, for example, a Technical Service representative to answer customer service calls at lunch when many of the Customer Service representatives are unavailable.
Automatic Call Distribution (ACD) uniformly distributes calls among agents of a programmed ACD Group. When a call rings into an ACD Group, the system automatically routes the call to the agent that has been idle the longest. Automatic Call Distribution is much more sophisticated and comprehensive than Department Calling and other group services – it can accurately judge the work load at each A agent and distribute calls accordingly. The system allows up to 2 ACD Groups and 16 ACD agents.
The ACD Master Number is the extension number of the whole group. Calls directly ringing or transferred to the ACD Master number enter the group and are routed accordingly. Although the master number can be any valid extension number, you should choose a number that is out of the normal extension range.
Automatic Call Distribution operation is further enhanced by: ACD Call Queuing
When all agents in an ACD Group are unavailable, an incoming call queues and causes the Queue Status Display to occur on the ACD agent's display. The display helps the agent keep track of the traffic load in their group.
The Queue Status Displays shows:
•The number of calls queued for an available agent in the group.
•The trunk that has been waiting the longest, and how long it has been waiting.
For each ACD Group, you can set the following conditions:
•The number of trunks that can wait in queue before the Queue Status Display occurs.
•How often the time in queue portion of the display reoccurs.
ACD Overflow (With Announcements)
ACD offers extensive overflow options for another ACD Group. For example, a caller ringing in when all agents are unavailable can hear an initial announcement (called the 1st Announcement). This announcement can be a general greeting like, “Thank you for calling. All of our agents are currently busy helping other customers. Please stay on the line and we will help you shortly.” If the caller continues to wait, you can have them hear another announcement (called the 2nd Announcement) such as, “Your business is important to us. Your call will be automatically answered by the first available agent. Please stay on the line.” If all the ACD Group agents still are unavailable, the call can automatically overflow to another ACD Group or the Voice Mail. If all agents in the overflow ACD Group are busy, Lookback Routing automatically ensures that the waiting call rings into the first agent in either group that becomes free.
You can assign an ACD Group with any combination of 1st Announcement, 2nd Announcement and overflow methods. You can have, for example, a Technical Service group that plays only the 2nd Announcement to callers and then immediately overflows to Voice Mail. At the same time, you can have a Customer Service group that plays both announcements and does not overflow.
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