Automatic Call Distribution Forum ACD - proximus.be2acfb1cd-9898-475c-9120-0fde1ace... · Automatic...

Forum™ 500Forum™ 5000

Automatic Call Distribution Forum ACD

Commissioning ManualUser Guide

Welcome to ProximusThank you for choosing a Proximus product that stands for the best in quality matched with high design standards.

Forum ACDThe following operating instructions will assist you in using the “Forum ACD” application and answer most of the questions that may arise. If you need any extra information or support, the first people to ask are your system administrator or retailer.

Internet: www.proximus.be/pabx

Forum™ 5000 und Forum™ 500This guide applies to the Forum™ 5000 and Forum™ 500 product families.

● The Forum™ 500 product family comprises the Forum™ 523/524, Forum™ 525/526 and Forum™ 550/560 communications systems.

● The Forum™ 5000 product family comprises the Forum™ 5500, Forum™ 5004, Forum™ 5008 and Forum™ 5012 communications systems.

If individual features differ on the systems, a reference is made in this guide.

We hope you enjoy using the “Forum ACD” application.

Contents

Forum ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5ACD Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Licences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Scope of Delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

ACD System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . .13Logging into Web Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Configuring User Groups for the ACD Application . . . . . . . . . . . . . . . 14Authorisations for Using the ACD Application . . . . . . . . . . . . . . . . . . . . . . 14Authorisations for the ACD Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Configuring ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Basic Operation of “ACD Group” Configuration Dialogue. . . . . . . . . . . . 16Configuring ACD Group Call Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17Configuring selective call forwarding for VIP and Super VIP callers . . 18Setting up Call Filters for ACD Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Configuring Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Configuring Call Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Call-queue Size. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Examples for the Dynamic Call-queue Size . . . . . . . . . . . . . . . . . . . . . . . . 26Alerting Times before Call Pickup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27First Call in Queue Signalling for the Agent . . . . . . . . . . . . . . . . . . . . . . . . 27Call Queue Status Signalling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Call Forwarding of ACD Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Upon Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29When Call Queue Full. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Regarding Calls Incoming outside Service Times. . . . . . . . . . . . . . . . . . . . 30Configuring Agent Log-out. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Logging out if the Agent Does Not Pick up an Allocated Call . . . . . . . . 30Logging out when the ACD Group is Closed . . . . . . . . . . . . . . . . . . . . . . . . 31Making Last Agent Log-off Possible . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Define Service Times. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Configuring Supervisor Terminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

1

Configure Statistic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35Call List Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Multi-company Variant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Configuring Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Information on Agent Terminals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Information on Potential Error Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Configuring Agent Terminals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Programming Function Keys on System Terminal . . . . . . . . . . . . . . . . . . 44Programming Function Keys via the Web Console. . . . . . . . . . . . . . . . . . .45Tele-Secretary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46

Configuring Announcements and Music on Hold . . . . . . . . . . . . . . . . 46File Formats for Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47Recording Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49Loading Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Assigning Announcements to ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . 51Configuring Voice Channels for Announcements . . . . . . . . . . . . . . . . . . . .54Configuring Music on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55File Formats for Music on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56Information and Tips on ACD Announcements and Music on Hold. . . . 57KDA Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Installing and Deinstalling the KDA Manager . . . . . . . . . . . . . . . . . . . . . . .58Starting the KDA Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58

Application for the Supervisor . . . . . . . . . . . . . . . . . . . . . . . 59Starting Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Supervisor Terminal Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Info Terminal Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Display of ACD Group Agents and of Agent Status. . . . . . . . . . . . . . . . . .62Call Queue Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63Service Level Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64

Application Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Operating Supervisor Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Showing/Hiding ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65Opening and Closing ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66Configuring Agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Configuring Supervisor Terminal Display . . . . . . . . . . . . . . . . . . . . . . . . . . .68Configuring Info Terminal Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69

2

Logging out of Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Closing Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Statistic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71Supervisor Terminal Statistic Display . . . . . . . . . . . . . . . . . . . . . . . . . . 71Real-time Statistic for ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71Real-time Statistic (Bar Graph) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Other Statistic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Real-time Statistic for ACD Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Long-time Statistic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76Saving or Deleting Long-time Statistic File . . . . . . . . . . . . . . . . . . . . . . . . . 77Saving Long-time Statistic Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Operating Long-time Statistic Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Content of the Statistics Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Content of the Long-time Statistic File for ACD Groups (Group Statistic) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Content of the Long-time Statistic File for ACD Agents (Agents Statistic) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Content of the Call List File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Information on the Statistic Values Recorded . . . . . . . . . . . . . . . . . . 88

Operation by Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Terminal Operation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91ACD Function Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Separate Function Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94“ACD” Menu Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Code Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Operating the “Forum CTI” Application. . . . . . . . . . . . . . . . . . . . . . . . .97Starting Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Screen Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99ACD Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Log On to / Log Off from One or All ACD Groups. . . . . . . . . . . . . . . . . . . 99Switching Pause On / Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100Terminating Wrap-up Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100Editing Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100

3

Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Environmental Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Technical Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Licence-dependent Configuration Settings. . . . . . . . . . . . . . . . . . . . 108Configuration of Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Configuration of Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Terminals Supported by the ACD Application . . . . . . . . . . . . . . . . . . . . . 112Overview of the Features at the Terminals . . . . . . . . . . . . . . . . . . . . . . . . 113

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121

4

ACD Terms

Forum ACD“Forum ACD” is an application for automatically distributing calls. It is integrated into the Forum 500 / Forum 5000 communications system and can be activated via licence.

Use this application to ensure the employees of your company can be reached optimally. Providing group services with call distribution, call queues, individual announcements and service times enables your customers to benefit from short wait times and qualified contact personnel.

ACD systems can be used anywhere a high volume of calls is to be expected, e.g. in individual departments such as customer service or sales or in call centres and Customer Interaction Centres (CIC).

ACD TermsThe following explanation of terms makes it easier to understand the functions described in this guide for the “Forum ACD” application.

ACDACD stands for Automatic Call Distribution. ACD is a feature for automatically distributing incoming calls to specific terminals according to a defined strategy.

ACD groupIncoming calls are processed by the members of an ACD group. Each ACD group has at least one own call number.

AgentsThe employees who process calls are referred to as agents. Agents can be a member of one or multiple ACD groups.

Agent statusAgent status indicates the availability of agents for processing calls.

● Agents who are not available for processing are “logged out” from the ACD group. All other agents are “logged in”.

● A logged in agent's status indicates that agent's current processing situ-ation.

Forum ACD 5

ACD Terms

– When telephoning, the agent's status is “busy”.

– After the agent finishes the call, he/she remains blocked for a certain time (“wrap-up time”). This time can be used to wrap up the call.

– Furthermore, an agent can have a “pause” status temporarily. The agent receives no calls during this time.

Call queueCalls which cannot be taken when e.g. all agents are busy, are parked in a call queue. They remain parked there until they can either be distributed or the caller hangs up.

Call queue displayA call queue display informs the agent how many calls are currently parked in the call queue. One way this information can be shown is on an Info Terminal which, e.g. is displayed on the wall by a projector.

AnnouncementsVarious announcements can be configured for the caller. These announcements provide information on the current call status, e.g. that an employee will take the call shortly.

SupervisorThe supervisor monitors and directs the ACD group. A supervisor can change agent status as needed. The supervisor has a special application – the Supervisor Terminal – for these tasks.

Real-time statisticThe supervisor receives real-time statistics to be able to monitor the ACD group and, as needed, include agents in the group. These statistics show, e.g. the average queue time and number of unanswered calls.

Long-time statisticUse the long-time statistic to determine those times with particularly high call levels (“peak traffic times”). This enables the supervisor to plan employee (agent) deployment efficiently.

6 Forum ACD

Licences

Licences The “Forum ACD” application requires a licence. The following licences can be purchased:

The licences must be authorised for use on the web console of the Forum 500 / Forum 5000 communications system. Contact your service technician to do so.

Refer to the chapter Licence-dependent Configuration Settings starting on page 90 for an overview of the range of functions of the “Forum 500(0) ACD license” and “Forum 500(0) ACD license advanced” licences.

Licence name Properties

Forum 500(0) ACD license Basic licence for a small ACD appli-cation with: ● 25 ACD groups with one call

number respectively● 3 Agents ● 1 Supervisor/Info Terminal

Forum 500(0) ACD license advanced Licence with full range of ACD func-tions (excepting the long-term statistic): ● 25 ACD groups with up to 3 call

numbers respectively● 3 Agents ● 1 Supervisor/Info Terminal

Combination of a “Forum 500(0) ACD license” licence with a “Forum 500(0)ACD license advanced” licence

● 25 ACD groups with up to 3 call numbers respectively

● 6 Agents ● 2 Supervisor/Info Terminals

Forum 500(0) ACD 1 agent license Licence for an additional agent

Forum 500(0) ACD 1 supervisorlicense

Licence for an additional Supervisor/Info Terminal

Forum 500(0) ACD externalstatistics license

Licence for activating and using long-term statistic

Forum ACD 7

Features

FeaturesThe “Forum ACD” application offers a wide variety of features for configuring an ACD solution suited to your company.

Some of the features referred to in the following require a licence:

1): “Forum 500(0) ACD license advanced” licence required

2): “Forum 500(0) ACD external statistics license” licence required

Call distribution

● You can configure multiple ACD groups with their own respective call number.

● Incoming calls are automatically forwarded to logged in agents. The distri-bution strategy for distributing calls to agents can be configured for each ACD group.

● You can include agents dynamically into the ACD by making call distri-bution dependent on priorities and/or thresholds. 1)

● Special call numbers can be configured for each ACD group for callers whose calls are to be treated preferentially (VIP and Super VIP callers). Alternatively, VIP and Super VIP callers can be identified by their own call numbers and allocated to available agents. 1)

● Agent wrap-up time can be defined for each ACD group. As needed, indi-vidual wrap-up times can be configured for agents.

● Agents can be logged into multiple ACD groups simultaneously.

● Call distribution to agents can be weighted by defining the ranking and thresholds of waiting callers. 1)

● You can define service times during which the ACD group can be reached. 1)

● Separate call queues can be set up for each ACD group. The call queue can be set up with static or dynamic capacity. Dynamic call queue capacity can be defined based on:

– the number of logged in agents,

– the number of paused agents 1)

● Individual announcements configured for each ACD group. These announcements are played:

8 Forum ACD

Features

– when call comes in,

– during wait time,

– before caller is connected with an agent,

– when the call is cleared by the ACD system after too long wait time. 1)

● Calls can be forwarded to a defined destination: 1)

– if they have been in the call queue too long,

– if the call queue is full,

– when the calls come in outside ACD group service times.

● Logging out agents can be configured: 1)

– Agents who do not pick up a call allocated to them can be logged out automatically.

– You can define whether or not the last agent of an ACD can log him-/herself off.

– All agents of an ACD group can be automatically logged off after the ACD group was closed and all calls still in the call queue have been proc-essed.

● In accordance with the German Article 66g of the TKG, the “Forum ACD” application can also be combined with “early media”.

Monitoring

● The agent status and the call queue can be monitored in real time via the Supervisor Terminal. This information is displayed for each ACD group separately.

● The supervisor needs just one look to asses the graphic status and load display.

● The supervisor does not require administrator rights.

● The Info Terminal informs the agents:

– regarding the current number of callers in the call queue,

– the wait time of the caller who has been in the call queue the longest,

– the current service level (number of picked up calls in relation to the total number of calls).

This information is displayed for each ACD group separately.

Forum ACD 9

Features

Administration

● Agents can be logged out of the ACD group or placed on pause by the supervisor via the Supervisor Terminal.

● The supervisor can change an individual agent's wrap-up time.

● The supervisor can individually configure the display on the Supervisor Terminal and on the Info Terminal for each ACD group.

Statistic

● The statistic is integrated into the Supervisor Terminal.

● The statistic is recorded for each ACD group. A separate time window can be defined for each ACD group (e.g. 30 minutes).

● In the communications systems Forum 5004/5008/5012 and Forum 5500 the supervisor can also compare the agent's performance with the average group performance. 1)

● The supervisor can configure the statistic display.

● In a long-time statistic, ACD group and agent data can be collected over a longer period of time. Data can be analysed using Microsoft Excel® (or a similar application) or a tool provided by Proximus. 2)

● The communications systems Forum 5004/5008/5012 and Forum 5500 can collect all connections of an ACD group in a call list. The call list contains detailed information on every connection, e. g. the call number of the caller and the agent who answered the call. These connection data are regularly written in a CSV file. The file is sent by e-mail. 1)

Combination with additional internal applications

● The “Forum ACD” application can also be operated in a group of companies (application “Multi-company variant”).

● A sensible combination is with the “Forum Auto Attendant” application. Callers use this application to, e.g. first select the desired department (Sales, Accounting,…) or the desired product range (service product a, service product b,…) and are then connected to the corresponding ACD group. In addition, the PIN function of the “Forum Auto Attendant” appli-cation provides secure VIP access to the ACD group.

10 Forum ACD

Scope of Delivery

Scope of DeliveryThe scope of delivery includes:

● the licence confirmation for the licences purchased for the “Forum ACD” application,

● the “Forum ACD” guide (PDF file on the Forum 500 / Forum 5000 product CD).

About this GuideThis guide is for the various user groups of the “Forum ACD” application: system administrators, supervisors and agents.

● Chapter ACD System Configuration starting on page 12: contains infor-mation on commissioning and maintaining the ACD application for the system administrator of the communications system.

● Chapter Application for the Supervisor starting on page 52: contains infor-mation on managing and controlling the ACD groups for the supervisor of the application.

● Chapter Statistic starting on page 65: contains information on the appli-cation's statistic functions for the supervisor.

● Chapter Operation by Agents starting on page 75: explains application operation for the agents.

The screenshots show the application on the “Forum 5012” communications system. Application configuration and operation are identical on the Forum 523/524, Forum 525/526, Forum 550/560 and Forum 5500 communications systems.

Additional documentation

● The Forum 500 / Forum 5000 communications system online help offers additional context-related information on the application.

● Refer to the “Mounting and Commissioning” guide (Forum 523/524, Forum 525/526, Forum 550/560, Forum 5004/5008/5012) and “Commissioning and Maintenance” guide (Forum 5500) for information on connecting terminals.

● Refer to the respective user guides for information on programming and operating the system terminals.

Forum ACD 11

About this Guide

The online help and the guides are on the product CD of the Forum 500 / Forum 5000 communications system.

12 Forum ACD

Logging into Web Console

ACD System ConfigurationThis chapter is for the system administrator of the Forum 500 / Forum 5000 communications system.

The following description requires that the system terminals used by the ACD system agents are connected to the Forum 500 / Forum 5000 communications system. Refer to the “Mounting and Commissioning” guide (Forum 523/524, Forum 525/526, Forum 550/560, Forum 5004/5008/5012) or “Commissioning and Maintenance” guide (Forum 5500) for information on connecting terminals. This guide is available as a PDF file on the Forum 500 / Forum 5000 product CD.

Logging into Web ConsoleThe ACD system is configured on the web console of the communications system in the Configurator, Applications > Forum ACD menu. You can access the online help to each dialogue while configuring. This is where the possible settings for each dialogue field are described.

Log in to the web console as a user with administrator rights.

1. Open a web browser. Enter the IP address of the communications system into the “Address” input field. The default address is:

“http://192.168.99.254/”

2. User name, Password: Enter your user name and your password. The default access data for the system are:

User: Administrator

Password: [no existing password]

3. Confirm via Login.

4. Open the Configurator menu.

5. If necessary, load the current online help version in the System > Compo-nents menu.

There are multiple language versions of the online help on the product CD of the Forum 500 / Forum 5000 communications system in the …\OLH directory.

ACD System Configuration 13

Configuring User Groups for the ACD Application

Configuring User Groups for the ACD ApplicationIt is advisable to configure one or more user groups for the users of the ACD systems (supervisor and agents). Multiple user groups are, e.g. advisable if you are using the multi-company variant.

To use the ACD application you must issue user authorisations. You issue these authorisations in the User manager for the user groups which the ACD application users are assigned to.

Refer to the online help for further information regarding configuring user groups.

Authorisations for Using the ACD Application

● Forum ACD SV: The user group has access to the Supervisor Terminal of the Supervisor Application (please refer to the chapter entitled Application for the Supervisor starting on page 52).

● Forum ACD Info: The user group has access to the Info Terminal of the Supervisor Application (please refer to the chapter entitled Application for the Supervisor starting on page 52).

Note: It is advisable to issue both authorisations to the supervisor. This enables him from within the supervisor application to switch to the Info Terminal and project it on the wall for the agents.

14 ACD System Configuration

Configuring User Groups for the ACD Application

● Forum ACD Agent: The user group has access to the ACD agent appli-cation (see the chapter entitled Operation by Agents starting on page 75). This application is part of the “Forum CTI” application. This authorisation also enables agents not assigned a system telephone to use the ACD func-tions (log-in/log-out, activate pause, terminate wrap-up time).

Authorisations for the ACD Agents

The following authorisations are for defining which ACD functions the agents may use on their terminals and on the “Forum CTI” application. If you do not issue the following authorisations, the ACD supervisor can take over the corresponding tasks for the agents (please refer to the chapter entitled Application for the Supervisor starting on page 52).

● Agent can stop wrap-up time: After an ACD call is completed, an agent has time for wrap-up. If you activate this option, the agent can finish the wrap-up time earlier.

● Agent can activate pause: If you activate this option, the agent can activate a pause. Nor are calls allocated to the agent from the call queue during the pause.

● Agent can login/logout: When you activate this option, the agent can log in and log out from the ACD groups it belongs to.


Configuring ACD Groups

Configuring ACD GroupsYou can configure an ACD group for various tasks (e.g. customer service, sales). An ACD group can be reached via one or multiple call numbers. Each ACD group has extensive configuration parameters for individually controlling call distribution.

Basic Operation of “ACD Group” Configuration Dialogue1. In order to configure a new ACD group or to change a previously

configured ACD group:

– Click on the New button on the Groups status page.

– Previously configured ACD groups are displayed in a table with their names and call number(s) on the status page. In order to change the configuration of an existing ACD group, click on the desired group in the Name table column.

The configuration dialogue opens.

Configuration dialogue: ACD group

2. Based on: You can import the settings of an existing ACD group into a new one. To do this, you select the corresponding group from the list. The settings for the new group can be edited.

3. Name: Enter the name of the ACD group (up to 20 characters long). The group name is the classification criterion when you configure the group agents.



4. Enter the configuration data for this group in the dialogue. The possible settings are described in the following sub-chapters.

5. Confirm your settings with Apply.

Configuring ACD Group Call NumbersEach ACD group can be reached by external sources from a separate call number.

You can configure special call numbers for each ACD group for callers whose calls are to be given preferential processing (VIP and Super VIP callers) with a “Forum 500(0) ACD license advanced” licence.

a) These settings are only available with a “Forum 500(0) ACD license advanced” licence.

The settings described as follows are configured in the Applications > Forum ACD > Groups menu.

● Phone No. Standard: Enter the call number for callers to reach the ACD group.

The two following settings are only available with a “Forum 500(0) ACD license advanced” licence. The two settings are for calls who receive preferential pick-up treatment. They are placed in the top call queue positions and allocated to available agents with higher priority.

● Phone No. VIP: Enter the call number for VIP callers.

● Phone No. Super VIP: Enter the call number for Super VIP callers. Calls under this call number are allocated to available agents with the highest priority.



Configuring selective call forwarding for VIP and Super VIP callersAlternatively, VIP and Super VIP callers can be identified by their own call numbers and allocated to available agents.

The settings described as follows are configured in the Telephony > Lists > Selective call forwarding menu.

1. Click on the New button above the table on the Telephony > Lists > Selective call forwarding status page to configure new call forwarding. In order to change the settings of existing call forwarding, click on the desired entry in the Ph.No. table column.


2. Phone No.: This is where you enter the “normal” call number of the ACD group.

3. Status: Click on the Status option to activate/deactivate the call forwarding. A checkmark indicates that the call forwarding is activated.

4. Source: Enter the call number of the caller. You can enter an internal call number or a complete (individual) external call number including a reseizure code or comprise a call number range:

– Use a wildcard character (asterisk = “*”) to extend a call number to comprise a range of call numbers. Example: 00301234* applies to all calls which come in via the bundle with the “0” reseizure code and begin with 0301234. The wildcard character can be added at the beginning, at the end, or at the beginning and at the end.

– If you only enter the seizure code of a bundle into the input field, this entry refers to calls where the call number is suppressed.



– If you have activated the E.164 conversion feature, this is where you have to enter the call number of the caller, including the reseizure code and international prefix (example: 000493061041234). This feature is configured when you configure the bundle configuration or when you configure an SIP line. Refer to the “Mounting and Commissioning” guide (Forum 523/524, Forum 525/526, Forum 550/560, Forum 5004/5008/5012) or “Commissioning and Maintenance” guide (Forum 5500) for information on the “E.164 Conversion” topic.

5. Destination: Enter the destination call number here. This is either the call number of the ACD group for VIP callers or the call number of the ACD group for Super VIP callers (Phone No. VIP and Phone No. Super VIP input fields).

6. Description: You can notate a brief description about this call forwarding in this field.


Setting up Call Filters for ACD CallsBy means of a call filter callers with specific or suppressed call numbers can be routed to a particular ACD group.

Call filters can be configured in the menu Telephony > Lists > Call filter.

1. On the status page Telephony > Lists > Call filter, click on the right side of the Call filter auf den Button New entry.




2. Name: Enter a name for the new call filter list.

3. From the selection list Action, select the item Call forwarding.

4. Phone No.: Enter the call number of the ACD group that has to receive the calls.

5. Press Apply to confirm.

6. Enter the telephone numbers to be filtered in the new call filter list. In order to filter calls with suppressed numbers, create a list entry “*”.

Please, refer to the online help for further information on setting up call filters.



Configuring Call DistributionIncoming calls are automatically forwarded to logged in agents. Call distribution regulates which agent receives the next call. The distribution strategy for distributing calls to agents can be configured for each ACD group.

a) These settings have to do with logging out of agents (refer to the chapter entitled Configuring Agent Log-out starting on page 30).


● Strategy: This setting is for regulating how calls are distributed to the agents. The reference value for the selected distribution strategy is the stat window time (please refer to the Window time for Supervisor setting in the chapter entitled Configuring Supervisor Terminal starting on page 33).

– longest idle: This setting takes into account ACD calls as well as all other (incoming and outgoing) calls of the agent. The agent who has been available the longest has the next caller from the call queue allocated to him/her (this is the default).

– least free: The agent who is least busy due to ACD calls has the next caller allocated to him/her from the call queue.

If an agent is a member of several ACD groups, all ACD groups will be taken into account for the selected call-switching strategy.



Note: You can dynamically include agents in the ACD group by making call distribution priority dependent, and/or dependent on thresholds with a “Forum 500(0) ACD license advanced” licence. These settings can be made when configuring agents (refer to page 38).

● Time for call connection by agent (0=no timeout): This setting is only available with a “Forum 500(0) ACD license advanced” licence. You can prescribe a time span within which an agent must pick up the allocated call. If the call is not picked up during this time span, the call is retrieved and allocated to another agent. With the default: “0 seconds” the timeout is not monitored.

You should select the Music on hold option of the Audio to caller after assignment to agent setting if a call has to be allocated to another agent regularly. In this case, the caller does not notice that he/she was connected, but the call was not picked up.

● Wrap-up time Standard: After the agent finishes the call, he/she remains “blocked” for a certain time. The agents receives no calls from the call queue during this time and can wrap up the call. Enter the time interval reserved for wrap-up into this field (default: “0 seconds”). The value entered here applies to all agents of the ACD group.

The supervisor can set the individual wrap-up times for the individual agents of the ACD group in the Supervisor Terminal (please refer to the chapter entitled Configuring Agents starting on page 61). When individual wrap-up times have been assigned to individual agents of an ACD group, these are not overwritten if the value prescribed for the ACD group is changed later on. When the value prescribed for the ACD group is changed, it only applies to agents of the ACD group who have no individual wrap-up times defined.

● Audio to caller after assignment to agent: This setting is for defining what the caller hears at the moment the call is allocated to an available agent.

– ring-back tone: The caller hears a ringing tone (this is the default).

– Music on hold: The caller continues to hear the music on hold which you selected in the Music on hold field. This setting conceals from the caller when the agent does not immediately pick up the call.

Note: You can only use files saved in the communications system for “Music on hold” (“internal MoH”) on the ACD system.



● Pickup from agent possible: When this option is activated, an ACD call signalled to an available agent can be picked up by another internal subscriber (using the pickup function of the system terminals and, if necessary, using configured busy keys or BLF keys). The default setting has this option deactivated and no pickup of ACD calls is possible. Calls not directed to the agents via the ACD group can still be taken via pickup, however.

Refer to the online help for further information on Pickup groups and Pickup authorisations (refer to the Telephony > Groups > Pickup menu and the User manager > User groups menu).

Note: ACD calls, that were picked up by another internal subscriber via Pickup, are counted as “other connections” in the statistic.

● Faster assignment to agent: This setting is only available with a “Forum 500(0) ACD license advanced” licence. If this option is activated, a call is also allocated to an available agent even if a caller is listening to a de-escalation announcement. The caller may find interrupted announce-ments unpleasant, however. This is why the default has this option deacti-vated. The call will only be allocated to the agent once the de-escalation announcement has concluded.

Configuring Call QueueCalls which cannot be processed are parked in the call queue. These reasons may be:

● All ACD group agents are busy, in wrap-up or taking a break (pause).

● There are not enough agents logged into the ACD group.

Once agents are available for picking up calls, they will have calls allocated to them from the call queue.

While waiting, the caller hears “Music on hold” which (when the caller has to wait long) can optionally be interrupted by de-escalation announcements (refer to the chapter entitled Configuring Announcements and Music on Hold starting on page 46). The call queue can be configured individually for each ACD group.



Information on call processing when wait times are long

● A call which has been parked in the call queue for one hour is automati-cally cleared by the system with a “Forum 500(0) ACD license” licence. The caller receives a busy signal.

● Calls can be cleared or forwarded after a defined time span with a “Forum 500(0) ACD license advanced” licence (refer to the chapter entitled Call Forwarding of ACD Calls starting on page 29).

Call-queue SizeThe call queue can be set up with static or dynamic size. A dynamic call queue size depends on the nummer of logged in agents. With a “Forum 500(0) ACD license advanced” license, also the number of paused agents can be taken into account for determining the dynamic call queue size.

a) These settings are only available with a “Forum 500(0) ACD license advanced” licence.


● Minimum size: This value defines the minimum size of the call queue (default: “0”). Even if the dynamic call-queue size may go below this value, this is not considered lower than the defined minimum (refer to page 26 also).



● Maximum size: This value determines the maximum number of calls which are parked in the call queue (default: “20”). Even if the dynamic call-queue size may exceed this value, this is not considered greater than the defined maximum (refer to page 26 also). Then – depending on the ACD licence – the ACD system reacts as follows:

– “Forum 500(0) ACD license” licence: When this number is reached and there is no available agent, the caller receives a busy signal.

– “Forum 500(0) ACD license advanced” licence: When this number is reached and no agent is available, the caller receives a busy signal or is forwarded to another call number (refer to the Reaction at full setting in the chapter entitled Call Forwarding of ACD Calls starting on page 29).

● Percentage for dynamic adaption: The call queue size can be adjusted dynamically, based on the number of logged in and paused agents (refer to the following description of the setting Queue size depends on agents in pause). This is what the percentage entered here is for. This factor is applied within the threshold values which were defined regarding call queue size(refer to page 26 also).

● Queue size depends on agents in pause: This setting is only available with a “Forum 500(0) ACD license advanced” license. If this setting is enabled, paused agents are taken into account when dynamically adjusting the call queue size. By default, this option is disabled.

If an agent is a member of several ACD groups, his pause applies to all ACD groups. However, for call queue adjustment, the Forum 500 / Forum 5000 communications system evaluates the pause settings of the agent's separate ACD groups.

The two following settings are only available with a “Forum 500(0) ACD license advanced” licence. This is how you define at what fill level the call queue display is colour highlighted in the supervisor application. The reference value is the respective value which you defined as the maximum size of the call queue.

● Percentage for display yellow: When the call queue's full level is greater than or equal to the percentage entered here, the call queue display on the Info Terminal is highlighted in yellow (default: “25%”).

● Percentage for display red: When the call queue's full level is greater than or equal to the percentage entered here, the call queue display on the Info Terminal is highlighted in red (default: “75%”).



Examples for the Dynamic Call-queue SizeThe following examples demonstrate the connection between the values defined for the call-queue size and the percentage for dynamic adaption.

Example 1The minimum value defined for the call queue is “4”; the maximum value defined is “20”. The dynamic adaptation percentage is “200%”. The size of the call queue is, depending on the logged in agents and agents who have activated a pause:

Note: Paused agents can only be taken into account with a “Forum 500(0) ACD license advanced” license.

Example 2The minimum value defined for the call queue is “3”. The dynamic adaptation percentage is “100%”. No agent is logged into the ACD group.

This would yield a dynamic call-queue size of “0”. However, because a minimum size of “3” has been defined, up to 3 calls are parked in the call queue even though no agent will pick up the call.

Calls in the call queue for too long are either cleared or forwarded after a certain time span (refer to page 24 also).

Logged-in agents and / or agents who have activated a pause

Number of possible parked callers

1 4 (2 calls corresponds to the percentage defined; due to the defined minimum amount, however, this value is raised to 4)

5 10

15 20 (30 calls corresponds to the percentage defined; due to the defined maximum amount, however, this value is limited to 20)



Alerting Times before Call PickupYou can individually configure the alerting times before a call is processed by the “Forum ACD” application.


● Minimum alerting time: This value determines how long a caller hears a ringing tone before the call is processed by the ACD application. You should set an interval of multiple seconds as the minimum alerting time or accept the default “3 seconds”. A value between 0 and 2 seconds could confuse callers as their calls are then immediately picked up by an available agent. The call is parked in the call queue during the minimum alerting time. This length of time is added to the wait time in the ACD statistic.

● Time for call connection if all agents busy: When all agents are busy, the call is only taken by the ACD application after this length of time (default: “20 seconds”). The caller hears a ringing tone during this length of time. This raises the caller's willingness to wait for the call to be picked up. If all agents are still busy after this time has expired, the call is parked in the call queue.

First Call in Queue Signalling for the AgentThe communication can play a beep as soon as the first caller has entered the queue. The signal is only sent to agents who would receive this call after their current call is terminated. By default, this option is disabled.



You can set up this system behaviour in the menu Forum ACD > Groups using the setting Beep for agents at first caller in queue. By default, this option is disabled.

Note: This function is not available on agent terminals of the following types: analogue terminals, DECT terminals, SIP phones and SIP system phones.

Call Queue Status SignallingThe Forum 500 / Forum 5000 communications system can control external relays, e. g. to display system status information. The required actions are set up in the menu Telephony > Extended > Remote switching.

The Remote switching function can also be used to signal the call queue status. One application example would be to install a warning lamp that starts to blink once the call queue reaches a critical size. This function is only available with a “Forum 500(0) ACD license advanced” license.

These settings are only available with a “Forum 500(0) ACD license advanced” license.

You can set up the system behaviour for the ACD function Remote switching by carrying out the following steps in the menu Applications > Forum ACD > Groups.

● Remote switching - Action by entering red: From the selection list, select the action that has to be carried out when the call queue indicator on the info terminal turns to red.



● Remote switching - Action by leaving red: From the selection list, select the action that has to be carried out when the call queue indicator on the info terminal turns from red to yellow or green.

Note: These input fields are displayed when an IP address has been entered for the Remote switching IP router (in the Telephony > Extended > Remote switching menu).

Call Forwarding of ACD CallsYou can define the conditions for calls to be automatically forwarded with a “Forum 500(0) ACD license advanced” licence.


Upon TimeoutCalls in the call queue too long can be forwarded to another call number.

Use the Reaction at timeout setting to configure this system response.

● busy: A call which has been in the call queue too long is cleared. The caller receives a busy signal.

● Call forwarding: The caller is forwarded to the call forwarding target configured for the ACD group. You can configure an individual call forwarding target for each ACD group call number. This means VIP and Super VIP callers can be forwarded to different targets than regular callers.

Enter the time span after which the defined timeout reaction is to be executed (default: “3600 seconds”) via the Time to timeout (0=no timeout) setting.

Before the timeout is reached, an announcement can be played (refer to the Caller in call queue at timeout setting in the chapter entitled Assigning Announcements to ACD Groups starting on page 51).

When Call Queue FullAny calls incoming when the call queue is full can be, e.g. forwarded to an answering machine.

Use the Reaction at full setting to configure this system response.



● busy: Any additional callers receive a busy signal.

● Overflow to phone number and Phone No.: Any further callers are forwarded to the call number entered.

Note: Calls that come in while the call queue is full are counted as “rejected” in the statistic.

Regarding Calls Incoming outside Service TimesAny calls incoming when the ACD group is closed can be, e.g. forwarded to an answering machine.

Use the Reaction if group closed setting to configure this system response.

● busy: A caller receives a busy signal.

● Overflow to phone number and Phone No.: The caller is forwarded to the call number entered.

Note: Calls that come in while the ACD group is closed are not included in the statistic.

Configuring Agent Log-outYou can define the conditions for agents being automatically logged out of an ACD group with a “Forum 500(0) ACD license advanced” licence, agents must either log themselves out (refer to the chapter entitled Operation by Agents starting on page 75) or the supervisor takes over this task (refer to the chapter entitled Configuring Agents starting on page 61).


Logging out if the Agent Does Not Pick up an Allocated CallIf an allocated ACD call is not taken by the agent, the agent can be automatically logged out. This makes sense if this sequence is not normally intended, but an agent had possibly forgotten to log out. The call which had been allocated to the agent is retrieved into the call queue.

Use the Reaction if no call connection by agent setting to configure this system response.



● No reaction: Accept this default if you do not wish a system reaction.

● Agent logout: Select this option to log out the agent.

Note: If an agent is member of multiple SCD groups, he/she will be logged out from all ACD groups which have this function acti-vated.

Automatically logging out agents and retrieving calls to the call queue affects the call queue statistic (refer to the chapter entitled Information on the Statistic Values Recorded starting on page 74).

Logging out when the ACD Group is ClosedAll agents of an ACD group can be automatically logged off after the ACD group was closed and all calls still in the call queue have been processed.

Use the Logoff all agents if group closed setting to configure this system response. When this option is deactivated (this is the default) agents stay logged in until

● they log themselves out (on their terminal or via the “Forum CTI” appli-cation)

● or the supervisor logs them out.

Making Last Agent Log-off PossibleYou can define whether or not the last agent of an ACD can log him-/herself off.

Use the Last agent logoff possible setting to configure this system response. The default has this option activated.

This setting is independent of the Logoff all agents if group closed setting (see page 31). The group is not automatically closed when the last agent logs off. There may be a case where calls are still parked in the call queue and are not processed. These calls are cleared or forwarded after a defined time span (refer to the chapter entitled Call Forwarding of ACD Calls starting on page 29). Please note that calls which have been parked for so long increase wait time statistics.



Define Service TimesYou can define service times for each ACD group when the group can be reached. This is done by configuring a time group profile based on the time groups configured in the Forum 500 / Forum 5000 communications system. Then assign the time group profile to the ACD group. This makes ACD group time control independent of the normal time control (e.g. for the user groups).

The supervisor can use the ACD group time control for automatically opening and closing the ACD group (refer to the chapter entitled Opening and Closing ACD Group starting on page 60).

Note: This function is only available with a “Forum 500(0) ACD license advanced” licence.

Configuration steps1. Configure one or more time group profiles in the System > Time control

menu.

Depending on your communications system, you can create various numbers of time group profiles (refer to the chapter entitled Technical Data starting on page 85).

2. Open the configuration dialogue for the desired ACD group in the Applications > Forum ACD > Groups menu.



3. Select the desired profile from the Time group profile list.

4. Activate the Time group [x] open option for the time groups where the ACD group is to be opened. This allows you to add to or alter the param-eters of the time group profile:

– The ACD group can also be reached in time groups which are not used in selected time group profiles.

– The ACD group cannot be reached in certain time groups even when these time groups are used in selected time group profiles.

Configuring Supervisor TerminalConfigure information display on the Supervisor Terminal of the “Forum ACD SV” application in the Applications > Forum ACD > Groups menu, Supervisor section (refer to the chapter entitled Application for the Supervisor starting on page 52).



a) This setting is only available with a “Forum 500(0) ACD external statistics license” licence.

● Sort agents by: On the Supervisor Terminal, the agents of all ACD groups and their respective status is displayed. Using this setting, you can select the sorting criteria for the agents: Agent's name (option Name, this is the default setting), agent's internal number (option Phone No.) or call priority for that agent (option Priority).

● Window time for Supervisor: The Supervisor Terminal displays statistics on the calls which are processed by the ACD group within a defined length of time. The statistics provide the supervisor, e.g. an overview of the calls the agents did or did not pick up. The data is issued as a chronological development (history). This information can help the supervisor, e.g. to react to bottlenecks in call processing. Enter the time span to serve as the reference value for the statistics. Sensible values range between 15 and 120 minutes (default: “30 minutes”).

● Show agents statistic: Using this setting, you can define if the supervisor can view a statistical analysis for the agents of this ACD group. This enables the supervisor to compare the performance of separate agents with the average group performance. For privacy reasons, this setting can be switched off. By default, this option is disabled.

● Show group even supervisor is in other company: This setting applies to users who use the multi-company variant. This setting is for defining whether users classified under another company and who open the



Supervisor Terminal can view and configure the ACD groups of other companies. The default has this option activated.

Configure StatisticIn the menu Applications > Forum ACD > Groups, section Statistic, you can configure the statistical analysis of the call volume and ACD call processing. Data can be collected over a longer period of time, e. g. several months (so called “long-time statistic”, refer to chapter Long-time Statistic starting on page 76).

The evaluation is carried out for the entire ACD group (so called “group statistic”). With the Forum 5004/5008/5012 and Forum 5500 communications systems, analyses can be carried out for single agents of the ACD groups (so called “agents statistic”).

Note: Statistic configuration is only possible if you have purchased the long-time statistic license (“Forum 500(0) ACD external statistics license”).

a) These settings are only available on the communications systems Forum 5004/5008/5012 and Forum 5500.

● Interval for statistic (0=no statistic): The long-time statistic involves sum values of the statistical data being periodically written into a CSV file (group statistic). Enter the time span for the file to be updated. A good



interval would be, e. g. 60 minutes. If you apply the default setting of “0 minutes”, no statistic is stored for the ACD group.

The long-time statistic file can be saved via the Supervisor Terminal for processing the data with external applications. Further information on content and evaluation of long-time statistics can be found in chapter Long-time Statistic starting on page 76.

The following settings are only available on Forum 5004/5008/5012 and Forum 5500 communications systems.

● Save agents statistic: Using this setting, you can define if ACD statistics have to be stored for separate agents (agents statistic). For privacy reasons, this setting can be switched off. By default, this option is disabled. The agents statistic is updated in the interval you entered in the Interval for statistic (0=no statistic) field.

● Send statistic by E-Mail: You can send statistics data as a CSV file to one or more e-mail addresses in regular intervals. From the selection list, select the interval for sending statistics data:

– daily: Sending time = daily at midnight

– weekly: Sending time = every Monday at midnight

– monthly: Sending time = every first day of the month at midnight

– By default, this setting is disabled (off).

● Delete statistic after sending: Using this setting, you can define if statistics data have to be removed from the long-time statistic memory after sending. By default, this option is disabled. Refer to the Long-time Statistic starting on page 76 chapter, for more information on statistics memory requirements.

Note: You should enable this setting to keep the long-time statistics memory from overflowing.

● E-Mail address for statistic: Enter the e-mail address that has to receive the statistic files. You can enter several e-mail addresses (separated by comma or semicolon).

Example: [email protected],[email protected]

Note: As a prerequisite for sending statistics data to the specified e-mail addresses, an e-mail account for messages needs to be set up in the menu Network > E-Mail.



Call List ConfigurationThe communications systems Forum 5004/5008/5012 and Forum 5500 can collect all connections of an ACD group in a call list. The call list contains detailed information on every connection, e. g. the call number of the caller and the agent who answered the call. These connection data are regularly written in a CSV file. Information on the call list data can be fout in chapter Content of the Call List File starting on page 87.

Note: Call list configuration is only possible if you have purchased the “Forum 500(0) ACD license advanced” license.

a) These settings are only available on the communications systems Forum 5004/5008/5012 and Forum 5500.

The following settings are configured in the menu Applications > Forum ACD > Groups.

● Interval for sending call list by e-mail: Enter the time span for sending the file. A good interval would be, e. g. 15 minutes. If you apply the default setting of “0 minutes”, no call list is stored for the ACD group.

● E-Mail address for call log: Enter the e-mail address that is to receive the call list. You can enter several e-mail addresses (separated by comma or semicolon).


Configuring Agents

Note: As a prerequisite for sending the call list to the specified e-mail addresses, an e-mail account for messages needs to be set up in the menu Network > E-Mail.

Multi-company VariantThe “Forum ACD” application can also be operated in a group of companies (application “Multi-company variant”).

The following configuration steps are required to assign an ACD group to a specific company:

1. Configure a user for each ACD group in the User manager, User menu.

2. Assign the call number/call numbers of the corresponding ACD group to this user.

3. Assign the user group associated with the corresponding company to the user.

Refer to the online help for further information regarding configuring the multi-company variant.

Configuring AgentsAn ACD group is comprised of at least one agent, usually multiple agents. Different numbers of agents can be configured depending on the ACD licences purchased (refer to the chapter entitled Technical Data starting on page 85). An agent can be assigned to multiple groups. In this case, only one agent licence is needed.

You configure the agents in the Applications > Forum ACD > Agents menu.

1. In order to configure a new agent or to change the data of a previously configured agent:

– Click on the New button on the Agents status page.

– Previously configured agents are displayed with their configuration data in a table on the status page. In order to change the configuration of an agent, click on the desired agent in the Phone No. table column.



Configuring Agents

Configuration dialogue: ACD agent; a) These settings are only available with a “Forum 500(0) ACD license advanced” licence.

2. Enter the configuration data for this agent.


The following data can be entered into the configuration dialogue:

● Phone No.: Enter the internal call number of the user you wish to assign as the agent to the ACD Group. Alternatively, you can open the list of the internal call numbers and users which you have configured in the User manager. If you wish to select the desired call number from this list, click on the “<” button to the right of the input field.

Note: You may use only internal call numbers for ACD terminals. Furthermore, these internal call numbers must be configured in one's own local communications system – internal call numbers of a networked system cannot be used. Refer to the “Mounting and Commissioning” guide (Forum 523/524, Forum 525/526, Forum 550/560, Forum 5004/5008/5012) or “Commis-sioning and Maintenance” guide (Forum 5500) for information on the “PBX Networking” topic.

When the call number of an agent is configured on multiple terminals a new ACD call is only allocated if all terminals are free. ACD calls are treated similarly to VIP calls. If call forwarding and/or call protection is


Configuring Agents

configured on a terminal of an ACD agent, these settings are ignored when there is an incoming ACD call.

● Name: Enter the name of the agent (up to 20 characters long). This name is displayed on the supervisor's terminal and should be as short as possible. If you do not enter a name, the name from the user configuration will be used automatically.

● Group: This picklist contains the ACD groups configured. Select the group from the list that you wish to assign to the agent. You can assign an agent to multiple groups. You have to create multiple entries in this case (one entry per group, e.g. Agent 1 – Group 1, Agent 1 – Group 2).

The two following settings are only available with a “Forum 500(0) ACD license advanced” licence.

● Priority: Agents can be sorted according to priority. A priority 2 agent only has ACD calls allocated when all priority 1 agents are busy. The number of priorities is not limited. Enter the desired priority here.

● Threshold: You can configure a call threshold in the call queue for an agent. The agent only gets ACD calls allocated when this number of waiting callers is exceeded. Enter the desired number here.

Information on Agent Terminals“Forum Phone 516/526/536” type terminals should be configured preferably as agent terminals. These terminals are especially suited as agent telephones along with the “Forum Phone 520/530” type predecessor models. You can also use the corresponding IP and softphone variants of the system terminals.

Agents equipped with a DECT terminal or an analogue telephone can operate the ACD functions via the “Forum CTI” application (refer to the chapter entitled Operating the “OpenCTI 50” / “Aastra CTI 800” Application starting on page 82).


Configuring Agents

Information on Potential Error Cases● Terminals which report being defective are no longer considered for call

distribution by the ACD system.

● If an agent call number has been assigned to multiple terminals and the last of these terminals reports being defective, a pause is automatically activated for the agent. Once the terminal is operational again the pause must be deactivated manually.

Please note: The pause settings of an agent is displayed to the supervisor in the application “Forum ACD SV”. An agent can see his pause settings either in the Forum ACD Agent tab of the “Forum CTI” application or on his terminal using the “ACD pause” key.

● If an agent sets his presence status (via the menu of his terminal or via the “Forum CTI” application) to the setting Not available, the pause is auto-matically activated for him.

● When an agent is using a softphone and terminates it, a pause is also acti-vated for this agent. This has to be manually deactivated after the soft-phone is re-started.

● When the agent is using a DECT terminal and the connection is interrupted by roaming during an ACD call, the connection is terminated by the ACD application. This caller is lost.

● ACD calls penetrate call protection. The “call protection” and “ACD group login” functions should be linked to ensure the agent cannot be reached by normal calls while logged into an ACD group. Refer to the terminal user guides for further information on linking functions.

Configuring Agent TerminalsAgent function keys can be configured for the terminals which agents use for operating ACD functions. Agents require the corresponding user authorisation (refer to the chapter entitled Authorisations for the ACD Agents starting on page 15).

“ACD group” keyA group key can be configured for each ACD group the agent is assigned to. The agent uses this key to log in and out. The LED of the key is lit when the agent is logged out. The key is labelled with the name of the ACD group. How full the group call queue is, is indicated in brackets next to the key.


Configuring Agents

If the agent is member of multiple ACD groups, you can configure a group key which the agent can use to log into and log out from all ACD groups with one key click. The LED of the key is lit when the agent is logged out from all ACD groups.

“ACD pause” keyThe pause key applies to all ACD groups. Agents receive no calls during the pause. The agent uses this key to activate or deactivate a pause. The LED of the key is lit when the agent is in pause.

“Wrap-up” keyThe pause key applies to all ACD groups. Agents receive no ACD calls while wrapping up. The agent uses this key to terminate wrap-up ahead of time. The LED of the key is lit when the agent is wrapping up.

Display for separate ACD function keys on the Forum Phone 536

“ACD” keyThe individual ACD function keys can also be combined onto one “ACD” menu key. This key opens a Display menu which shows the individual ACD functions.


Configuring Agents

Display for an “ACD” menu key on the Forum Phone 536

All function keys can be configured on the system telephone or on the web console.


Configuring Agents

Programming Function Keys on System TerminalFunction keys are programmed on the system terminal via the main menu.

1 ACD pause: Configure a separate “ACD Pause” function key via this menu entry.

2 ACD group: Configure a separate “ACD Group” function key via this menu entry.

3 Wrap-up time: Configure a separate “Wrap-up” function key via this menu entry.

4 Save: Configure an “ACD” function key via this menu entry.

Refer to the terminal user guides for further information on programming function keys.


Configuring Agents

Programming Function Keys via the Web ConsoleFunction keys are programmed in the Telephony > Devices > System phones menu.

● ACD Menu: Configure an “ACD” menu key via this option.

● Group: Configure a separate “ACD Group” function key via this option.

● Wrap-up: Configure a separate “Wrap-up” function key via this option.

● ACD Pause: Configure a separate “ACD Pause” function key via this option.

You can enter an individual label for each key. When configuring an “ACD Group” function key, select the ACD group where the agent can log in and out via this key from a list. If the agent is member of multiple ACD groups, the All setting determines that the agent can log into and log out from all ACD groups via this key.

Refer to the online help for further information regarding programming of function keys.


Configuring Announcements and Music on Hold

Tele-SecretaryWhen allocated to the agent, the call-forwarding history of a call remains recorded. This facilitates establishing a tele-secretary. This configuration is suited for, e.g. for operating an ACD system in a group of companies (application “Multi-company variant”).

Virtual call numbers can be configured for the individual companies which, e.g. are forwarded to an ACD group at certain business hours. The first forwarding option in the Display: Call forwarding via field must be configured to ensure agents see which company the call was originally intended for.

Refer to the online help and the “Mounting and Commissioning” guide (Forum 523/524, Forum 525/526, Forum 550/560, Forum 5004/5008/5012) or “Commissioning and Maintenance” guide (Forum 5500) for further information on the tele-secretary and virtual call numbers.

Configuring Announcements and Music on HoldYou can greet the caller with various announcements and inform during the wait time regarding call status. These announcements can be combined with wait music. Announcements and wait music are configured individually for each ACD group. The following announcements can be configured in the ACD system:

Playback time ACD system setting

when call comes in ● Welcome if agent is free ● Welcome if agent is busy

during wait time ● De-escalation announcement green

● De-escalation announcement yellow

● De-escalation announcement red



Announcements are recorded in the Applications > Forum ACD > Audio menu or loaded into the system from an external data storage medium.

File Formats for AnnouncementsEach announcement is saved to a single audio file. In addition, all audio files are stored together in an archive.

These files are stored as follows:

● on the memory card in the following systems: Forum 525/526, Forum 550/560 and Forum 523/524,

● on the harddisk in the following system: Forum 5500,

● in the internal data memory in the following systems: Forum 5004/5008/5012.

before caller is connected with an agent

Connecting to agents from call queue

when the call is cleared by the ACD system after too long wait time

Caller in call queue at timeout (only available with a “Forum 500(0) ACD licenseadvanced” licence)

Playback time ACD system setting



Required file formats: *.711 (*.kdp) and *.726 (*.kda)The file formats supported and memory requirements of an audio file depend on the type of your communications system:

Alternative file formats: *.wav and *.mp3You can also use the audio file formats *.wav or *.mp3. The audio file format *.mp3 is only supported for announcements by the following communications systems Forum 5004/5008/5012 and Forum 5500.

The *.wav and *.mp3 audio file formats can be converted in the supported formats *.711 or *.726.

● *.wav audio files can be converted my means of the application “KDA Manager”. Information on this can be found in chapter KDA Manager starting on page 57.

● *.mp3 files can be loaded by means of a Java application. They are converted during loading. Information on this can be found in chapter Loading Announcements starting on page 50.

System File format (archive format)

Memory requirements for 10 second duration

Forum 525/526 *.711 (*.kdp) 80 KByte

Forum 550/560 *.726 (*.kda) 40 KByte

Forum 523/524 *.726 (*.kda) 40 KByte

Forum 5004/5008/5012

*.711 (*.kdp) 80 KByte

Forum 5500 *.711 (*.kdp) 80 KByte



Recording AnnouncementsYou can record announcements via a system telephone or a DECT system terminal.

1. Select the telephone on the Audio status page from which you wish to record the text. The picklist shows all telephones assigned to you as a user. If these are multiple telephones, select the one nearest to you.

2. Click on the Recording button.

A new dialogue opens.

3. Enter a name (max. 20 characters) into the Audio file field. You require this name as a selection criterion when assigning the announcement to an ACD group.

4. Click on the Start button.

The telephone selected switches on the loudspeaker (handsfree oper-ation).

5. Record your text into the phone.

6. To end the recording, click on the Stop button or press the star key (*) on the telephone.

7. Repeat steps 3 through 6 until you have recorded all desired announcement texts.



Tip: You can improve the recording quality (e.g. when there is back-ground noise in the room) by switching off the handsfree oper-ation of the telephone. Pick up the handset to do so on a system telephone, or press the handset key longer than 2 seconds.

Loading AnnouncementsYou can also load audio files into the system.

1. Click on the Load button on the Audio status page.

A new dialogue opens.

2. Select the file format of the audio file you wish to load.

– *.kdp, *.711 files have already the formats which are supported by the communications system. Suitable audio files and archives are generated using the KDA Manager program (refer to the chapter entitled KDA Manager starting on page 57).

– *.mp3 files are encoded via a Java application during the loading process. The *.mp3 announcement file format is only supported with the Forum 5004/5008/5012 und Forum 5500 communications systems.

Note: To start the Java application the current, appropriate Java runtime environment (JRE) for the web browser must be installed on the workstation computer. If necessary load a current version from http://www.java.com/ and install a current JRE.



3. Click on the Load button to select the desired file in the file system.

Note: When loading third-party audio files, note any licence-related conditions of the manufacturers! You may be obligated to pay copyright fees for these audio files!

Assigning Announcements to ACD GroupsYou assign the announcements to the ACD group in the Applications > Forum ACD > Groups menu, Announcements section.

a) This announcement is only available with a “Forum 500(0) ACD license advanced” licence.

The picklists offer all announcements you have created in the Applications > Forum ACD > Audio menu.

Usage of announcement texts is optional. Use the none default for announcement texts you do not wish to use.

Configurable announcements

● Welcome if agent is free: This announcement is played when a caller can be immediately allocated to an available agent.

● Welcome if agent is busy: This announcement is played when all agents are busy and the caller is directed into the call queue.

● Connecting to agents from call queue: This announcement is played before a caller in the call queue is connected to an agent who is now available.



● De-escalation announcement green: This announcement is played when the caller is positioned in the green range of the call queue. The caller will presumably be connected to an available agent shortly.

– The caller's call-queue position corresponds to a value less than 25% of the current call-queue size with a “Forum 500(0) ACD license” licence.

– The caller's call-queue position corresponds to a value less than the percentage you define with the Percentage for display yellow setting with a “Forum 500(0) ACD license advanced” licence (see page page 23).

● De-escalation announcement yellow: This announcement is played when the caller is positioned in the yellow range of the call queue. The caller has to presumably wait a little while before being connected with an available agent.

– The caller's call-queue position corresponds to a value greater than 25% but less than 75% of the current call-queue size with a “Forum 500(0) ACD license” licence.

– The caller's call-queue position corresponds to a value greater than the percentage you define with the Percentage for display yellow setting but less than the percentage you define with the Percentage for display red setting with a “Forum 500(0) ACD license advanced” licence (see page page 23).

● De-escalation announcement red: This announcement is played when the caller is positioned in the red range of the call queue. The caller has to presumably handle being on hold for a longer period of time until being connected with an available agent.

– The caller's call-queue position corresponds to a value greater than 75% of the current call-queue size with a “Forum 500(0) ACD license” licence.

– The caller's call-queue position corresponds to a value greater than the percentage you define with the Percentage for display red setting with a “Forum 500(0) ACD license advanced” licence (see page page 23).

● Caller in call queue at timeout: This announcement is only available with a “Forum 500(0) ACD license advanced” licence. It is played before a timeout is reached because a call has been parked for too long in the call queue (refer to the chapter entitled Call Forwarding of ACD Calls starting on page 29 also).



Intervals for playing de-escalation announcementsYou can define intervals at which the de-escalation announcements are played.

a) This setting is only available with a “Forum 500(0) ACD license advanced” licence.

● Interval for de-escalation announcement: The de-escalation announce-ments are played in the interval configured (default: “0 seconds”).

Example: When the setting is 30 seconds the caller first hears “Music on hold” (if configured, see page 55), after 30 seconds the de-escalation announcement, then once again 30 seconds “Music on hold”, etc.

● Time to de-escalation announcement: This setting is only available with a “Forum 500(0) ACD license advanced” licence. When a call is parked in the call queue a de-escalation announcement is played for the first time after this time span (default: “0 seconds”). The respective de-escalation announcement is played corresponding to the caller's call-queue position.

Note: A caller can, e.g. be forced from his/her current call queue position to one further back by incoming VIP calls. If the caller has already heard a de-escalation announcement for the top call queue positions, this announcement will continue to be played to the caller. The caller will never hear an announcement text informing him/her of being moved back in the call queue.



Configuring Voice Channels for AnnouncementsAn ACD voice announcement seizes an available voice channel of the Forum 500 / Forum 5000 communications system. The total number of available channels depends on your communications system product variant (refer to the chapter entitled Technical Data starting on page 85).

You define the maximum number of ACD voice announcements which can be simultaneously played (setting in the Max. number of parallel voice announces field) in the Applications > Forum ACD > Groups menu. This number corresponds to the channels reserved for the “Forum ACD” application.

Please observe the information in the chapter entitled Information and Tips on ACD Announcements and Music on Hold starting on page 57 also.



Configuring Music on HoldMusic on hold can be played when a call is parked in the call queue. You have to load a file for this “Music on hold” in the System > Components menu. The Forum 500 / Forum 5000 communications system product CD offers suitable files. You can either use these files or suitable music-on-hold files.

The number of files which can be loaded and the total length of the music on hold files depend on your communications system type:

You assign one of the loaded music-on-hold files to the ACD group in the Applications > Forum ACD > Groups menu, Call queue section. Select the file desired from the Music on hold list.

System Number Length (seconds)

Forum 525/526 1 32

Forum 550/560 1 32

Forum 523/524 5 80

Forum 5004/5008/5012

5 600

Forum 5500 5 600



Please observe the information in the chapter entitled Information and Tips on ACD Announcements and Music on Hold starting on page 57 also.

File Formats for Music on HoldThe file formats supported for music on hold are *.wav and *.mp3.

● A *.wav file has to be encoded in accordance with CCITT, A-Law at 8000 Hz, 8 bit mono.

● *.mp3 files are loaded via a Java application which encodes the files appropriately during this loading process.

Refer to the “Generating Your Own MoH Files” chapter of the “Mounting and Commissioning” guide (Forum 523/524, Forum 525/526, Forum 550/560, Forum 5004/5008/5012) and “Commissioning and Maintenance” guide (Forum 5500) for further information.



Information and Tips on ACD Announcements and Music on Hold● The “Forum ACD” application shares the voice channels for announce-

ments with the “Forum Auto Attendant” and “Forum Voicemail” applica-tions. For existing connections, the channels still available are dynamically distributed to the “Forum ACD”, “Forum Auto Attendant” and “Forum Voicemail” applications.

● 2 - 3 channels are often sufficient for the “Forum ACD” application if you use brief announcements and play them seldom.

● When all channels are currently busy, there is a delay before ACD announcements are played - once channels become available again. In this case, the caller in the call queue hears the configured music on hold a little longer, but no busy state occurs. Please read the chapter entitled Configuring Music on Hold starting on page 55 regarding configuring music on hold.

● If you integrate announcements as text, which are to be regularly and repeatedly played, in the file for “internal Music on hold”, you may be able to do without some de-escalation announcements. The result is that channels are less often seized by voice announcements. “Internal Music on hold” does not seize a channel. Integrating announcements into the music on hold file does have the disadvantage, however, that a caller will hear the announcement in mid-text if the caller enters the call queue exactly at this point during file playback.

● You can only use files saved in the communications system for “Music on hold” (“internal MoH”) on the ACD system. External audio sources connected to a/b connections cannot be used.

● You can use the announcements which you have created for the “Forum ACD” application for the “Forum Auto Attendant” application as well.

KDA ManagerThe KDA Manager is a program for converting audio files (text, music, individual sounds) from the *.wav format into formats which the communications system can handle: *.711 and *.726 (for single files) and *.kdp and *.kda (for file archives). If a microphone is connected to your PC, you can also record audio files in the KDA Manager and directly save them in the suitable file format.



The KDA Manager program is made available and installed for you by the Proximus service technician. Contact Proximus service if you have any questions regarding this program.

Installing and Deinstalling the KDA ManagerThe following guide is for the Proximus service technician.

There are multiple language versions of the KDA Manager program package on the product CD of the Forum 500 / Forum 5000 communications system in the …\Forum directory.

Installing the KDA Manager1. Start the setup.exe file.

The installation assistant starts.

2. Follow the instructions of the assistant for all further installation steps.

Deinstalling the KDA ManagerThe old version must be deinstalled before installing a new program version of the KDA Manager.

1. Start the setup.exe file once again.

The deinstallation assistant starts.

2. Follow the instructions of the assistant for all further steps.

Starting the KDA ManagerAfter installation there is a new Programs > KDA Manager menu entry in the Windows start menu.

1. Open the KDA Manager programme.

If you are using the KDA Manager for the first time, use the online help of the program for how to proceed. The online help contains a detailled guide on creating and converting audio files.

2. Press [CTRL] and [F1] at the same time to open the online help.


Starting Application

Application for the SupervisorThis chapter describes how the supervisor can manage and control ACD groups. The “Forum ACD SV” application is available to the supervisor for this task.

The application offers 2 different terminal views:

● The Supervisor Terminal enables the supervisor to manage the ACD groups and, if necessary, to change the group configuration and agent status (see page 61).

● The Info Terminal shows current call-queue information for the agents. This is projected onto a wall, e.g. using a projector (see page 62).

This information is displayed for each ACD group separately.

Starting ApplicationYou open the log-in mask of the “Forum ACD SV” application via one of the two following variants.

Quick access1. In the address line of the web browser, enter:

“http://<ip-adr>/app-acd.asp”.

The character string “<ip-adr>” represents the IP address of the communi-cations system on your LAN. You can also use the host name of the communications system instead of the IP address.

The log-in mask opens.

2. User name, Password: Enter your user name and your password.

3. Keep me logged in: When you activate this option, you stay logged in for the next 14 days, even when you terminate the application. When you re-start the application, there is no log-in. This setting makes sense if the “Forum ACD SV” application is to be permanently displayed on a wall board.


Application for the Supervisor 59

Starting Application

Access via the web console1. In the address line of the web browser, enter:

“http://<ip-adr>”.





4. Click on the Forum ACD SV menu entry in the menu tree of the web console.

The application opens in a new screen window. Depending on your user authorisations, you will have the Supervisor Terminal or the Info Terminal displayed. The system administrator issues the user authorisations (refer to the chapter entitled Authorisations for Using the ACD Application starting on page 14). Contact your system administrator if you have any questions regarding your authorisations.

Tablet supportThe supervisor application can also be run on tablets. Supported:

● 10" tablets

● iPAD (iOS 5 and iOS 6)

● iPAD 1 to 3

● Android (4.0 to 4.2, Chrome browser recommended)

60 Application for the Supervisor

Supervisor Terminal Display

Supervisor Terminal Display

Supervisor Terminal

Explaining supervisor terminal display

1: Application menu bar (see page 64)

2: ACD group display with name and call numbers (Standard and – if configured – VIP / Super VIP) (see page 65)

3: Display of agents (with call number and name) as well as display of agent status (see page 62)

4: ACD group status (see page 66)

5: Current call-queue status of ACD group (see page 63)

6: ACD group call statistics (see page 68)


Info Terminal Display


Info Terminal

Explaining info terminal display

Display of ACD Group Agents and of Agent StatusAgents and their current status are displayed for each ACD group. When setting up an ACD group, the system administrator defines the sorting criterion for the agents in the Supervisor Terminal (name, internal number or call assignment priority. There is a button for each agent labelled with the agent's call number and name. Colours indicate the agent status.

1: Application menu bar (see page 64)

2: Current call-queue status of ACD group (see page 63)

3: Current service level (see page 64)

Button Status

The agent is logged out of the ACD group.

The agent is logged in and pausing. The agent receives no calls during this time.



You can change the agent status and define individual wrap-up times for them (refer to the chapter entitled Configuring Agents starting on page 67).

Call Queue DisplayWhen there is no agent available and calls cannot be processed, these calls are parked in the call queue. Each ACD group has its own call queue. When configuring an ACD group, the system administrator defines the maximum number of calls which can be parked in the call queue. When this maximum value is reached no further calls are accepted and the callers receive a busy signal.

The call queue display informs how many calls are currently parked in the call queue. Displayed:

● the current number of callers in the call queue,

● the wait time of the caller who has been waiting the longest. This caller is usually the next one to be allocated to an available agent.

The next allocated caller can, however, be a VIP or Super VIP caller. These callers are placed in the top call queue positions and allocated to available agents with higher priority. VIP and Super VIP callers are only available with a “Forum 500(0) ACD license advanced” licence. The call numbers for these callers are configured for each ACD group by the system adminis-trator.

The agent is logged in and available. ACD calls can be allocated to the agent.

An ACD call is being signalled to the agent.

The agent has picked up a call and is busy.

The agent has terminated a call and is wrapping up.

Button Status


Application Menu Bar

Colours indicate the fill level of the call queue. The colour of the call queue display changes from green to yellow or red when the number of callers in the call queue reaches a critical amount.

Service Level DisplayThe service level provides information on call-processing quality. Each ACD group has its own service level calculated and displayed as a bar diagram on the Info Terminal. The service level is calculated as follows:

Service level (in %) = Number of calls picked up: Number of calls

The service level diagram can be shown as additional information on the Supervisor Terminal (refer to page 68).

Application Menu BarThe supervisor application menu bar offers access to the following functions:

Menu command Function

Info Switch to Info-Terminal display (requires user authorisation Forum ACD Info)

Supervisor Switch to Supervisor-Terminal display (requires user authorisation Forum ACD Info)

Configuration Opens the configuration dialogue where the terminal display can be changed

Help Opens the application help


Operating Supervisor Application


Showing/Hiding ACD GroupsYou can show/hide group display when multiple ACD groups are configured. This function is available on both the Supervisor and Info Terminals.

Each ACD group displays a slide-out bar labelled with the group's name and call number. The right edge of the slide-out bar displays an arrow icon.

1. Click on the fold-down bar to display the ACD group (marked with the icon).

2. Click on the fold-down bar to close the ACD group (marked with the icon).

Information on displaying ACD groups

● Only those ACD groups whose display is activated can be hidden/shown. The Supervisor Terminal and Info Terminal configuration dialogues are used to activate display (refer to page 61 and page 62).

Logout Log out of application

Exit Closing application

Menu command Function



● If the multi-company variant is being used in your organisation, super-visors may be assigned to various companies. The ACD groups of another company are only visible for a supervisor if the system administrator has activated the Show group even supervisor is in other company setting when the ACD group was configured.

Opening and Closing ACD GroupACD group status is displayed on the Supervisor Terminal via the open / close button.

1. Click on the open / close button to change group status.

The Business hours dialogue opens.

2. Change group status by activating one of the following options:

– open: Calls for the ACD group are picked up and allocated to available agents. If all available agents are busy, calls are parked in the call queue.

– close: Incoming calls are rejected. The callers receive a busy signal. Alter-natively, incoming calls can be transferred to another call number. This system reaction is only available with a “Forum 500(0) ACD license advanced” licence and can be configured by the system administrator when configuring the ACD group.

– automatic: The status of the ACD group is switched via time control, e.g. in accordance with the service times defined for the group. Time control is only available with a “Forum 500(0) ACD license advanced” licence and is configured by the system administrator when configuring the ACD group.

Button Status

The ACD group is opened.

The ACD group is closed.



3. To save the settings, click on the Apply button.

Information regarding logging out agents when closing the ACD group

● Agents are not automatically logged out when the ACD group is closed. You can log yourself out (on your terminal or via the Forum CTI program).

● The system offers a function for automatically logging out agents with a “Forum 500(0) ACD license advanced” licence. This function is activated by the system administrator when configuring ACD groups via the Logoff all agents if group closed setting.

Note regarding logging in agents when opening the ACD groupAgents are not automatically logged in when an ACD group is opened (e.g. via time control). Depending on the call-queue configuration (refer to page 21), this can result in calls being parked in the call queue although there are no agents ready to pick up calls.

Configuring AgentsYou can change an agent's status and define individual wrap-up times for the agent. The current agent status is displayed on the Supervisor Terminal (refer to page 61).

1. To change the status or wrap-up time of an ACD agent, click on the desired agent's button in the ACD group desired.

The agent configuration dialogue opens.

2. Logged in: Log an agent in or out from the ACD group with this option.

– Option is activated: The agent is logged in.

– Option is deactivated: The agent is logged out.

3. Pause: Activate this option if you wish to activate a pause for the agent. The agent receives no calls during this time.

4. Wrap-up time: You can configure an individual wrap-up time for the agent. Doing so overwrites the wrap-up time which the system adminis-



trator defined for all ACD group agents. As soon as you have defined an individual wrap-up time for an agent this remains even when the prescribed (ACD group) wrap-up time is changed.

To save the settings, click on the Apply button.

Information on configuring agents

● Changes take effect for the next call allocated to the agent. They do not affect a current call.

● Agents can change their status themselves (Logged in and Pause) when authorised to do so. This is done either on the terminal or in the Forum ACD Agent register of the “Forum CTI” application. The system administrator issues the required user authorisations (refer to the chapter entitled Authorisations for the ACD Agents starting on page 15). Contact your system administrator if you have any questions regarding your authorisations.

Configuring Supervisor Terminal DisplayYou can define which ACD groups are to be displayed on the Supervisor Terminal. You configure the information displayed individually for each group.

1. Click on the Configuration command in the menu bar of the Supervisor Terminal.

The Configuration dialogue opens.

2. Information can be hidden/shown for each group. To show, activate the desired options (see further below for explanation). To hide, deactivate the desired options.


The following information can be shown for each group (refer to page 61 also):

● Show: shows the ACD group

● Agents: shows the ACD group agents


Logging out of Application

● Call queue: shows the call queue

● Statistic 1: Real-time statistic displayed as bar diagram

● Statistic 2: shows the statistic of the chronological progression (history) as a bar diagram

● Statistic 3: Displaying additional statistical values

● Service level: shows the service-level bar diagram (see also page 64)

Refer to the chapter entitled Statistic starting on page 65 for information on the statistics displayed on the Supervisor Terminal.

You also have access to the long-time statistic via the Configuration dialogue (refer to the chapter entitled Long-time Statistic starting on page 68).

Configuring Info Terminal DisplayYou can define which ACD groups are to be displayed on the Info Terminal (refer to page 62 also).

1. Click on the Configuration command in the menu bar of the Info Terminal.


2. Activate the option in the Show column for each group to be displayed.


Logging out of ApplicationTo log out of the “Forum ACD SV” application click on the Logout command in the menu bar.

The application window remains open. The log-in mask is displayed so that you or a colleague can later log in once again and immediately continue working with the application.


Closing Application

Closing ApplicationTo close the “Forum ACD SV” application click on the Exit command in the menu bar.

The application window is closed.


Supervisor Terminal Statistic Display

StatisticCall volume and call processing by the agents are registered in different statistics.

Supervisor Terminal Statistic DisplayStatistics (so called “group statistic”) are displayed on the Supervisor Terminal for each ACD group in order to include additional agents in the group as needed. These statistics inform the supervisor regarding, e.g. the average queue time of callers and number of unanswered calls. This enables the supervisor to respond to call-processing bottlenecks.

The Supervisor Terminal statistic is a statistic which covers a “sliding” window of time. For each ACD group the system administrator can use the Window time for Supervisor setting to define an individual window of time, e.g. 30 minutes. After this time span has passed the statistic values are recorded anew from zero.

With the Forum 5004/5008/5012 and Forum 5500 communications systems, personal statistics of the ACD group agents can be analysed (so called “agents statistic”). Analysing single agents' statistics is only possible:

● if the “Forum 500(0) ACD license advanced” license was purchased for the ACD application

● and if the system administrator has enabled the Show agents statistic setting for the ACD group.

With this button, the supervisor can switch between the group's and the agent's real-time statistic on the Supervisor Terminal.

Real-time Statistic for ACD GroupsThe Supervisor Terminal offers three different statistic views. These views can be shown or hidden for each ACD group (refer to the chapter entitled Configuring Supervisor Terminal Display starting on page 62).

Statistic 71


Real-time Statistic (Bar Graph)The real-time statistic shows the absolute number of calls which came in within the window of time which was defined for the ACD group. The calls are displayed graphically as a bar.

● accepted: Number of calls allocated to available agents and picked up by them.

● released: Number of callers who ended the call themselves before being able to be allocated with an available agent.

● rejected: Number of calls which came in while the call queue was full and were rejected by the system for this reason.

● other: Number of calls which were signalled to an available agent but were, however, picked up by another by another internal subscriber via Pickup. Pickup of ACD calls by other internal subscribers is only possible if the system administrator has activated the Pickup from agent possible setting for the ACD group.

HistoryThe history enables the supervisor to detect tendencies. This is facilitated by dividing up the window of time defined for the ACD group in 10 segments. A bar is displayed for each time segment which shows the number of picked up calls (accepted) and the number of calls where the caller hung up prematurely (not accepted).

72 Statistic


When the window of time is 30 minutes one bar represents a time segment of 3 minutes. The time segment last evaluated is always at the far right of the diagram.

Other StatisticThe following statistic values are additionally issued in a separate view. The time values are displayed in minutes/seconds and separated by single and double quotes.

Example: 10’30’’

● Total calls: Total number of calls for the ACD group which came in within a defined window of time

● Calls perhour: Conversion of the total number of calls per window of time to a whole hour. When the window of time is 30 minutes, e.g. the total number of calls is doubled.

● Service level: The service level provides information on call-processing quality. It is calculated as follows:

Service level (in %) = Number of calls picked up: Number of calls

Statistic 73


The service level can also be displayed as a bar diagram (refer to the chapter entitled Configuring Supervisor Terminal Display starting on page 62).

● Average waiting time: This average value provides information on how long a call is parked in the call queue on average.

● Average alerting time: This value indicates how long on average a call which was allocated to an available agent from the call queue was signalled to an agent before the agent picked it up.

● Average connection time: indicates how long the agents spoke with the callers on average

● Average wrap-up time: indicates how much time agents required on average for wrapping up calls

● Average release time: Average time value of the length of time callers waited before ending the call themselves before they could have been allocated to an available agent

● Call queue size: Information on how many calls are currently parked in the call queue.

Real-time Statistic for ACD AgentsThe real-time statistic evaluation on agent level enables the supervisor to compare the performance of a single agent with the average group performance.

Note: The agents statistic can only be analysed with the Forum 5004/5008/5012 and Forum 5500 communications systems. As a prerequisite, the system administrator must have enabled the Show agents statistic function.

The ACD group agents are listed in a table with their names and numbers. For every ACD group agent, the table contains a row with the following values:

● Dial in: Total number of calls in this ACD group answered by the agent

The next column contains the percentage of ACD group calls that was been answered by this agent.

● Waiting time: Average waiting time for calls answered by this agent.

In the following column, this value is put in a relation to the group value Average waiting time.

74 Statistic


Example: The average waiting time for the ACD group is 10 seconds. The average waiting time for the agent is 14 seconds. The waiting time recorded for this agent is 140% of the average ACD group waiting time.

● Alerting time: Average alerting time before the agent answers the call

In the following column, this value is put in a relation to the group value Average alerting time.

Example: The average alerting time for the ACD group is 5 seconds. The average alerting time for the agent is 10 seconds. The alerting time recorded for this agent is 200% of the average ACD group alerting time.

● Connection time: Average amount of time the agent was connected with the caller

In the following column, this value is put in a relation to the group value Average connection time.

Example: The average connection time for the ACD group is 60 seconds. The average connection time for the agent is 20 seconds. The connection time recorded for this agent is 33% of the average ACD group connection time.

● Wrap-up-time: Average wrap-up time of the agent

In the following column, this value is put in a relation to the group value Average wrap-up time.

Example: The average wrap-up time for the ACD group is 40 seconds. The average wrap-up time for the agent is 60 seconds. The wrap-up time recorded for this agent is 150% of the average ACD group wrap-up time.

● Unanswered calls: Total number of calls not answered by this agent

● Other calls: Total number of calls that was for instance picked up by or transferred to another internal agent

Call pickup of ACD calls by other internal agents is only possible if the system administrator has enabled the Pickup from agent possible function for the ACD group.

Statistic 75

Long-time Statistic

Long-time StatisticThe long-time statistic enables the supervisor to evaluate statistical data after passage of a longer period of time (weeks, months or years). Based on this data he can determine times with especially high levels of calls and efficiently plan employee (agent) deployment.

● The long-time statistic data are issued for the ACD group (so called “group statistic”).

● With the Forum 5004/5008/5012 and Forum 5500 communications systems, analyses can be carried out for single agents of the ACD groups (so called “agents statistic”).

● The data are stored in separate *.csv files (Comma Separated Value) per ACD group (goup statistic) and per ACD agent (agents statistic).

Licence conditionsA separate “Forum 500(0) ACD external statistics license” licence is required for long-time statistics (refer to the chapter entitled Licences starting on page 7 also).

Configuration prerequisites

● The long-time statistic involves sum values of the statistical data being periodically written into a file. To do so, the system administrator must set the Interval for statistic (0=no statistic) setting to a value of “> 0 minutes” during ACD group configuration (refer to the chapter entitled Configuring Supervisor Terminal starting on page 30).

● In order to be able to store the agents statistic, the Save agents statistic setting has to be enabled when the ACG group is set up (only available on the Forum 5004/5008/5012 and Forum 5500 communications systems).

Memory requirements of long-time statisticA separate long-time statistic file is written for each ACD group. The sum values periodically recorded for each group comprise a respective record. The agent data are stored in a separate file. For every record in the long-time statistic file of the group, n records are written in the agents' long-time statistics file (n=number of agents in this group). Each record takes up memory of ca. 60 to 100 bytes. The maximum memory reserved for long-time statistic depends on your communications system product variant (refer to the chapter entitled Technical Data starting on page 85).

76 Statistic

Long-time Statistic

If the maximum memory level is reached, no further records are stored. When the long-time statistic memory reaches 80%, system messages are generated:

● A system warning is displayed in the Configurator of the communications system.

● On the Supervisor Terminal, the adjacent icon is displayed. Click this icon to display the system warning.

Note: The Forum 5004/5008/5012 and Forum 5500 communica-tions systems allow sending long-time statistic files via e-mail and deleting the data from the memory after sending. For every ACD group, this function can be configured with the Delete statistic after sending function.

Saving or Deleting Long-time Statistic File1. Click on the Configuration command in the menu bar of the Supervisor

Terminal.


2. Transfer long-time statistic into an external file:

– For an ACD group (group statistic): In the Statistic Group column, click the Save button.

– For a single ACD agent (agents statistic, only available with the Forum 5004/5008/5012 and Forum 5500 communications systems): In the Statistic Agents column, click the Save button.

In the browser dialogue, select a storage location for the file, specify a file name and store the file.

3. Delete the long-time statistic from the communications system memory (e. g. when the memory is full):

– For an ACD group (group statistic): In the Statistic Group column, click the Delete button.

Statistic 77

Long-time Statistic

– For a single ACD agent (agents statistic, only available with the Forum 5004/5008/5012 and Forum 5500 communications systems): In the Statistic Agents column, click the Delete button.

Saving Long-time Statistic ToolThe file format for the long-time statistics is *.csv file (Comma Separated Value). You can evaluate the long-time statistic file yourself (see page 79) either using Microsoft Excel® (or a similar programme) or using a tool provided by Proximus (see page 79). This tool is provided as a ZIP file.

1. To load the evaluation tool for the long-time statistic, click on the Configu-ration command in the menu bar of the Supervisor Terminal.


2. Click on the Save long time statistic tool link.

3. In the following browser dialogue, select a location to save the ZIP file.

78 Statistic

Long-time Statistic

Operating Long-time Statistic ToolThe long-time statistic tool offers evaluation of the statistics based on days, weeks or months via graphics and tables. The respectively current version can be downloaded in the configuration dialogue of the Supervisor Terminal (see page 78).

The long-time statistic tool is a VBA script (“ACDTool.xlsm” file name). It must be executed via Excel® in Microsoft® Office 2007.

To ensure the macros in the script can be run they have to be copied into a “trustworthy” folder (under Excel Options > Trust Center > Trust Center Settings > Trusted Locations).

1. Double-click on the “ACDTool.xlsm” file to start the long-time statistic tool.

2. Click on the Open button to open the long-time statistic file. If you would like to use a current file version save it first (see page page 77).

3. Click on the Charts button to start the analysis.

Statistic 79

Long-time Statistic

4. Chart Type: Select the desired display format for evaluation.

5. Start, Period: Select the start time from which the saved data are to be evaluated and the evaluation period.

6. Agent: Select the agent whose ACD long-time statistic you wish to compile (agents statistic).

7. Select the values you want to present in charts:

80 Statistic

Content of the Statistics Files

8. Select the analysis interval:

– Daily: Analysis based on days. Each hour is an output point.

– Weekly: Analysis based on weeks. Each weekday is an output point.

– Monthly: Analysis based on months. Each day in the month is an output point.

All results are also available as tables for further processing.

Content of the Statistics FilesThe ACD system stores the recorded statistics in separate *.csv files (Comma Separated Value). You can analyse these files yourself using Microsoft Excel® (or a similar tool).

Chart Group statistic Agents statistic

Calls see page 82 –

Logged in Agents Average number of logged-in agents in the evaluated time interval

–

Answered Calls see page 82 see page 85

Wait-Time see page 82 see page 85

Released Calls see page 83 –

Wait until Release see page 84 –

Connect-Time – see page 86

Ring-Time – see page 86

Post-Proc-Time – see page 86

Statistic 81


Content of the Long-time Statistic File for ACD Groups (Group Statistic)Every statistic interval is issued in a separate table row. The interval is set up by the system administrator using the Interval for statistic (0=no statistic) setting.

The group statistic contains the following data:

Table column Explanation

Date[yyyymmdd] Recording date

Start-Time[hh:mm:ss] Start time of the interval evaluated

Intervall[s] Interval length in seconds. All values in the following table columns refer to this interval.

Calls Total number of calls for the ACD group

Max-Call-Queue-Level The maximum number of calls which were parked in the call queue at the same time during the defined interval.

Login-Time[s] Total duration agents were logged in

Max-Agent Maximum number of logged in agents

Answered-Calls Total number of calls picked up by agents

Wait-Time[s] Total duration of all caller waiting times before calls were answered by the agents, collected during the set interval. Examples: ● 2 calls with 9 seconds wait-time

each; total duration: 18 seconds

● 3 calls with 9 seconds wait-time each; total duration: 27 seconds

82 Statistic


Max-Wait-Time[s] Maximum value how long a call was parked in the call queue

Connect-Time[s] Total duration of active connections which were registered during the defined interval. Examples:● 2 calls each with 9 seconds;

total duration: 18 seconds● 3 calls each with 9 seconds;

total duration: 27 seconds

Max-Connect-Time[s] Duration of longest call conducted by one of the agents

Alert-Time[s] Total duration of all alerting times before calls were answered by the agents, collected during the set interval. Examples: ● 2 calls with 9 seconds alerting

time each; total duration: 18 seconds

● 3 calls with 9 seconds alerting time each; total duration: 27 seconds

Post-Proc.-Time[s] Total duration of all wrap-up times, collected during the set interval. Examples: ● 2 calls with 10 seconds post-

processing time each; total duration: 20 seconds

● 3 calls with 10 seconds post-processing time each; total duration: 30 seconds

Released-Calls Number of callers who ended the call themselves before being able to be allocated with an available agent.


Statistic 83


Wait until Rel.[s] Total duration of all waiting times before callers released their calls, collected during the set interval. Examples: ● 2 calls with 10 seconds waiting


● 3 calls with 10 seconds waiting time each; total duration: 30 seconds

Rejected-Calls Number of calls which came in while the call queue was full and were rejected by the system for this reason.

Other Calls Number of calls which were signalled to an available agent but were, however, picked up by another internal subscriber via Pickup or which were transferred by the agent


84 Statistic


Content of the Long-time Statistic File for ACD Agents (Agents Statistic)The agents statistic can only be analysed with the Forum 5004/5008/5012 and Forum 5500 communications systems. For every statistic interval and agent a separate table row is issued. The interval is set up by the system administrator using the Interval for statistic (0=no statistic) setting.

The agents statistic contains the following data:

Column Explanation

Date[yyyymmdd] Recording date

Start-Time[hh:mm:ss] Start time of the evaluated period

Interval[s] Interval length in seconds All values in the table columns relate to this interval.

Agent internal number of the agent

Answered Calls Total number of calls answered by this agent

Not Answered Calls Total number of calls not answered by this agent

Other Calls Number of calls signalled to this agent (while he was free to receive calls) but picked up by another internal agent

Wait-Time[s] Total duration of all caller waiting times before calls were answered by the agent, collected during the set interval. Examples: ● 2 calls with 9 seconds wait-time

each; total duration: 18 seconds

● 3 calls with 9 seconds wait-time each; total duration: 27 seconds

Statistic 85


Connect-Time[s] Total duration of all active connec-tions to this agent, collected during the set interval. Examples: ● 2 calls with 9 seconds each;

total duration: 18 seconds● 3 calls with 9 seconds each;

total duration: 27 seconds

Alert-Time[s] Total duration of all alerting times before calls were answered by the agent, collected during the set interval. Examples: ● 2 calls with 9 seconds alerting


● 3 calls with 9 seconds alerting time each; total duration: 27 seconds

Post-Proc.-Time[s] Total duration of all wrap-up times of this agent, collected during the set interval. Examples: ● 2 calls with 10 seconds post-

processing time each; total duration: 20 seconds

● 3 calls with 10 seconds post-processing time each; total duration: 30 seconds

Column Explanation

86 Statistic


Content of the Call List FileThe call list can only be analysed with the Forum 5004/5008/5012 and Forum 5500 communications systems. Every call is issued in a separate table row.

The call list file contains the following data:

Column Explanation

Date[yyyymmdd] Call date

Start-Time[hh:mm:ss] Call time

Caller Call number of caller

Priority Call priority. Meaning:1: normal call2: VIP call3: Super VIP call

Answered Indicates if the agent accepted the call or not. Indicted values are:1: call was not accepted0: call was accepted

Ring-Time[s] Ring time before the agent answered the call

Agent internal number of the agent who answered this callThis column is empty if the agent did nor accept the call.

Connect-Time[s] Total connection time (talking time)

Wrap-Up[s] Wrap-up time of the agent for this call

Statistic 87

Information on the Statistic Values Recorded

Information on the Statistic Values Recorded● The Minimum alerting time set by the system administrator is added to

the wait time in the ACD statistic. This raises the Average waiting time statistical value:

● Calls that come in while the ACD group is closed are not included in the statistic.

● Communications system note Forum 525/526:The longer the statistical window of time, the more internal memory of the communications system used for recording the history. If the memory is not sufficient the window of time is automatically reduced. In this case, the real-time statistic data may be temporarily falsified until the system calcu-lates it to the new window of time. The statistical data output in the history are reduced corresponding with the reduced window of time. As the data does not have to be re-calculated, there are no temporary data falsifi-cations.

● If an allocated ACD call is not taken by the agent, the agent can be auto-matically logged out. This system reaction is only available with a “Forum ACD Advanced” licence and can be configured by the system administrator when configuring the ACD group. The call which had been allocated to the agent is retrieved into the call queue.

Automatically logging out agents and retrieving calls to the call queue affects the call queue statistic. Furthermore, the maximum value defined for the call queue can be exceeded temporarily. Example: The call queue has a maximum size of = 9; 9 calls have already been parked and one call is retrieved into the call queue. In this case the call queue has a 110% statistical utilisation.

88 Statistic

Operation by AgentsThis chapter is for the agents. It describes how agents operate the application “Forum ACD”.

You can change your status as an ACD group agent. You can be assigned to multiple ACD groups as an agent. The following table provides an overview of your possible status and how it affects the ACD groups:

Information on agent status

● The system administrator must authorise you to change your status (refer to the chapter entitled Authorisations for the ACD Agents starting on page 15). Contact your system administrator if you have any questions regarding your authorisations. If the system administrator has not issued the necessary authorisations to you, the supervisor can change your status (refer to the chapter entitled Configuring Agents starting on page 61).

Status Significance valid

logged out You receive no calls directed to the respective group.

per group

logged in The next waiting call for the respective group is allocated to you.

per group

pause You have activated a pause. You receive no further calls during this time.

for all groups

available The next call-queue call is allocated to you.

for all groups

busy You have accepted the call and are busy.

for all groups

wrap-up You have terminated the call and are wrapping up.

for all groups

Operation by Agents 89

Terminal Operation

● The time span available to you for wrapping up is defined by the system administrator when configuring the ACD group. The supervisor can change this specification for you individually. Contact your system administrator if you have any questions regarding wrap-up time.

● If you are the only agent logged in to a group, you may possibly not be able to log out. This is determined by the system administrator when the ACD group is configured.

● The system administrator can configure the ACD system so that you are automatically logged out in certain situations (refer to the chapter entitled Configuring Agent Log-out starting on page 27).

Terminal OperationThe system administrator usually configures a “Forum Phone 516/526/536” type system terminal for you. These terminals are especially suitable as agent telephones. This chapter describes operation of the ACD functions using these terminals as an example.

Operating the “Forum Phone 520/530” type system terminals is identical.

Agents equipped with a DECT terminal or an analogue telephone can operate the ACD functions via the application “Forum CTI” (refer to the chapter entitled Operating the “Forum CTI” Application starting on page 97).

90 Operation by Agents

Terminal Operation

Display

Display on the Forum Phone 536

Explanation of display

1: Name / call number of caller and call number of the ACD group. If the ACD group call number is assigned to a user, the user name is displayed.

2: Wait time of caller

3: Name of ACD group through which the call is coming

4: Caller priority: VIP = VIP caller or S-VIP = Super VIP caller

5: Number of callers still waiting


Terminal Operation





3: Caller priority: VIP = VIP caller or S-VIP = Super VIP caller


Terminal Operation






Terminal Operation

ACD Function KeysThe system administrator can configure function keys on your terminal for operating ACD functions.

Separate Function KeysThe various ACD functions can be programmed to separate keys by the system administrator.

Display for separate ACD function keys on the Forum Phone 536

“ACD group” key (for single ACD groups)A separate function key can be configured on your telephone for each ACD group assigned to you. The key is labelled with the name of the ACD group. How full the group call queue is, is indicated in brackets next to the key.

Log-in / Log-out: Press the function key to log in or out of the group. The key LED displays your log-in status:

Key LED is off: You are logged into the group.

Key LED is lit: You are logged out from the group.

“ACD group” key (for all ACD groups)If you are member of multiple ACD groups, the system administrator can configure a key you can use to log into or log out from all ACD groups with one key click.


Terminal Operation

Log-in / Log-out: Press the function key to log in or out of all groups. The key LED displays your log-in status:

Key LED is off: You are logged into all groups.

Key LED is lit: You are logged out from all groups.

“ACD pause” keyYou can activate a pause if you wish to accept no calls temporarily. You receive no calls during the pause.

Switch pause on / off: Press the function key to switch a pause on or off. The key LED displays the pause status:

Key LED is off: The pause is switched off.

Key LED is lit: The pause is switched on.

Tip: If you wish to pause immediately after an ACD call, you can press the pause key during the call. This ensures that you have no additional ACD call allocated to you after terminating the call.

“Wrap-up” keyYou are automatically in wrap-up for a certain time when you have terminated an ACD call. No calls are allocated to you during this time. You can terminate wrap-up beforehand.

Terminate wrap-up: Press the function key.

Key LED is off: You are available for further ACD calls.

Key LED is lit: You are wrapping up.

Tip: You can also terminate wrap-up by picking up the handset and replacing it once again immediately.


Terminal Operation

“ACD” Menu KeyThe system administrator can also program an “ACD” menu key. This key opens a Display menu which shows the individual ACD functions.

Display for an “ACD” menu key on the Forum Phone 536

Press the ACD function key, then select ...

1 ACD pause: Press the OK key. Activate the pause via On. An activated pause is indicated via “+”. Deactivate the pause via Off.

2 ACD group: If you are a member of multiple ACD groups, use the arrow keys to select the group you wish to log in or out from. Select the All entry if you wish to log in or out from all groups. Press the OK key. Select the On option to log in. Select the Off option to log off.

A “+” indicates groups where you are logged onto.

3 Wrap-up time: If you wish to exit the wrap-up time beforehand, click on the OK key.


Operating the “Forum CTI” Application

Code ProceduresThe following ACD functions can be controlled by the ACD agents by means of code procedures on all terminal types (system phones, IP and SIP system phones, DECT phones, analogue terminals).

Operating the “Forum CTI” ApplicationYou can also operate the “Forum ACD” application via the “Forum CTI” application. The system administrator issues the required user authorisation (refer to the chapter entitled Authorisations for Using the ACD Application starting on page 14). Contact your system administrator if you have any questions regarding your authorisations.

Starting ApplicationYou open the log-in mask of the “Forum CTI” application via one of the two following variants.

Quick access1. In the address line of the web browser, enter:

“http://<ip-adr>/app-cti”




Function Code procedure

log on to all ACD groups *4711

log off from all ACD groups *4710

Switch on pause *4721

Switch off pause *4720



3. Keep me logged in: When you activate this option, you stay logged in for the next 14 days, even when you terminate the application. When you re-start the application, there is no log-in.


Access via the web console1. In the address line of the web browser, enter:

“http://<ip-adr>”





4. Click on the Forum CTI menu entry in the menu tree of the web console.

The application opens in a new screen window. Click on the Forum ACD Agent register.



Screen DisplayThe Forum ACD Agent register displays the ACD groups which you are assigned to via the currently selected telephone as an agent. The following information is shown per group:

● Logged out or Logged in: Displays whether you are logged in to the group or not.

● The following is displayed for each ACD group:

– the number of agents who are logged into the group,

– the list of all calls that weren't answered by the agents of the ACD group,

– the current number of callers in the call queue,

– waiting time of the caller who has been longest parked in the call queue.

The colour of the call queue display changes from green to yellow or red when the number of callers in the call queue reaches a critical amount.

ACD FunctionsInformation on the functions in the Forum ACD Agent register is available in the following chapters.

Log On to / Log Off from One or All ACD GroupsYou can log on or off from a single ACD group or from all groups if you are a member of several groups.

Log on to / log off from one ACD group

1. Login: Use this button to log yourself in to the respective group.

2. Logout: Use this button to log yourself out of the respective group.

Log on to / log off from all ACD groups

1. Login in all groups: Use this button to log on to all groups.

2. Logout in all groups: Use this button to log off from all groups.

Tip: If you wish to pause immediately after an ACD call, you can activate the pause during the call. This ensures that you have no additional ACD call allocated to you after terminating the call.



Switching Pause On / OffIf you are not getting calls from the call queue temporarily (e.g. because you require more wrap-up time for post-processing the last call), you can activate a pause. If you are an agent in several ACD groups, the pause applies to all ACD groups you are a member of.

1. To switch on pause, click the Pause switch on button.

2. To switch off pause, click the Pause switch off button.

Tip: If you wish to pause immediately after an ACD call, you can activate the pause during the call. This ensures that you have no additional ACD call allocated to you after terminating the call.

Terminating Wrap-up TimeAfter an ACD call is completed, you have time for wrap-up. The possible duration for wrap-up is configured by the ACD supervisor. You can terminate wrap-up early.

1. Click the Wrap-up: Exit button.

Editing Call ListFor every ACD group, a common internal call list can be kept, which is accessible for all agents of this group. All agents of the ACD group can call people back from this list as well as edit the list.

The call list contains all calls that weren't answered by the agents of the ACD group. Callers who called with suppressed call numbers are not mentioned in this list.

Note: The system administrator has to enable the authorisations manage internal call list and manage external call list for the ACD groups the agents are assigned to.

Dialling from the call listFor every caller, the list contains a row with his number or name (if the caller has an entry in in the phone book the communications system or on an external LDAP server). Also the number of call attempts as well as the time of the last call is presented.

1. To call a person back, click on the corresponding entry in the from column.

During a callback from the call list, the entry is locked for all other agents.



Deleting list entriesEvery agent of the ACD group can delete single entries from the list or the entire list.

1. To delete an entry, click on the Delete entry icon in the appropriate table row.

2. To delete the entire call list for the ACD group, click on the Delete list button above the list.

Entries are deleted automatically, if:

● The caller calls again and his call is answered.

● An agent from the group calls back and the connection is established.


Environmental Information

Appendix

Environmental Information● The equipment that you bought has required the extraction and use of

natural resources for its production. It may contain hazardous substances for the health and the environment.

● In order to avoid the dissemination of those substances in our environment and to diminish the pressure on the natural resources, we encourage you to use the appropriate take-back systems. Those systems will reuse or recycle most of the materials of your end life equipment in a sound way.

● The crossed-bin symbol invites you to use those systems.

● If you need more information on the collection, reuse and recy-cling systems, please contact your local or regional waste admin-istration.

● You can also contact us for more information on the environmental performances of our products.

102 Appendix

Technical Data

Technical DataNumber of ACD groups

Forum 500(0) ACD license 25

Forum 500(0) ACD license advanced 25

Number of call numbers per ACD group


Forum 500(0) ACD license advanced 3● Standard call number● VIP call number● Super VIP call number

Opening / closing ACD groups

Forum 500(0) ACD license manual

Forum 500(0) ACD license advanced ● manual ● automatic (via time control)

Number of agents



Forum 500(0) ACD 1 agent license A respective additional agent can be configured with “Forum 500(0) ACD 1 agent license” licence, up to a maximum of:● Forum 525/526: 30 ● Forum 550/560: 30 ● Forum 523/524: 30 ● Forum 5004/5008/5012: 50 ● Forum 5500: 100

Number of Supervisor/Info Terminals



Appendix 103

Technical Data

Forum 500(0) ACD 1 supervisor license

A respective additional Supervisor / Info Terminal can be used with “Forum 500(0) ACD 1 supervisor license” licence, up to a maximum of:● Forum 525/526: 5 ● Forum 550/560: 5 ● Forum 523/524: 5 ● Forum 5004/5008/5012: 20 ● Forum 5500: 20

Tablet support yes, for “Forum ACD SV” supervisor application

Call distribution ● Strategy can be defined per ACD group

● can be combined with prioritising of the agents and definition of call-queue thresholds with “Forum 500(0) ACD license advanced” licence

Call-queue size can be configured statically or dynamically

Max. number of call-queue positions ● Forum 525/526: 50 ● Forum 550/560: 200 ● Forum 523/524: 50 ● Forum 5004/5008/5012: 200 ● Forum 5500: 200

Call forwarding of ACD calls can be configured

yes, with “Forum 500(0) ACD license advanced” licence

Logging out agents ● manual● automatic

(available with “Forum 500(0) ACD license advanced” licence)

104 Appendix

Technical Data

Service times can be defined per ACD group

yes, with “Forum 500(0) ACD license advanced” licence Available time group profiles:● Forum 525/526: 3 ● Forum 550/560: 3 ● Forum 523/524: 3 ● Forum 5004/5008/5012: 10 ● Forum 5500: 10

Music on hold internal music on holdNumber of loadable MoH files and maximum MoH length:● Forum 525/526:

1 x 32 seconds● Forum 550/560:

1 x 32 seconds● Forum 523/524:

5 (sum: 80 seconds)● Forum 5004/5008/5012:

5 (sum: 600 seconds)● Forum 5500:

5 (sum: 600 seconds)

Announcements can be configured per ACD group:● 6 announcements with

“Forum 500(0) ACD license” licence

● 7 announcements with “Forum 500(0) ACD license advanced” licence

Appendix 105

Technical Data

File formats for announcements ● Forum 523/524: *.726 and *.kda

● Forum 550/560:*.726 and *.kda

● Forum 525/526:*.711 and *.kdp

● Forum 5004/5008/5012:*.711 and *.kdp

● Forum 5500:*.711 and *.kdp

Recording time 4 minutes per 1 MByte available memory:● Forum 523/524● Forum 550/5602 minutes per 1 MByte available memory: ● Forum 525/526● Forum 5004/5008/5012● Forum 5500

Number of voice channels(simultaneously useable)

● Forum 525/526: 6 ● Forum 550/560: 4 ● Forum 523/524: 8 ● Forum 5004/5008/5012: 20● Forum 5500: 20

Statistic ● Real-time statistic ● Long-time statistic (available with

“Forum 500(0) ACD external statistics license” licence)

106 Appendix

Technical Data

Max. memory (records) for real-time statistic

● Forum 525/526:300 records

● Forum 550/560:4,000 records

● Forum 523/524:400 records

● Forum 5004/5008/5012:4,000 records

● Forum 5500:4,000 records

Max. memory (records) for long-time statistic (group statistic)

● Forum 525/526:39 KB (500 records)

● Forum 550/560:78 KB (1,000 records)

● Forum 523/524:78 KB (1,000 records)

● Forum 5004/5008/5012:780 KB (10,000 records)

● Forum 5500:3.8 MB (50,000 records)

Max. memory (records) for long-time statistic (agent statistic)

● Forum 525/526:agent statistic not available



● Forum 5004/5008/5012:1.9 MB (40,000 records)

● Forum 5500:9.5 MB (200,000 records)

Appendix 107

Licence-dependent Configuration Settings

Licence-dependent Configuration SettingsThe following tables provide an overview of the settings available depending on the licence purchased.

Configuration of GroupsSettings in the Configurator, menu Applications > Forum ACD > Groups.

Data memory ● Forum 525/526, Forum 550/560, Forum 523/524: communi-cations system memory card

● Forum 5004/5008/5012: internal data memory of the communications system

● Forum 5500: hard disk

Forum 500(0) ACD license Forum 500(0)ACD license advanced

Name Name

Phone No. Standard Phone No. Standard

Phone No. VIP

Phone No. Super VIP

Reaction if group closed

Logoff all agents if group closed

Time control

Time group profile

Time group [x] open

Call queue

Minimum size Minimum size

Maximum size Maximum size

Percentage for dynamic adaption Percentage for dynamic adaption

108 Appendix


Percentage for display yellow

Percentage for display red

Remote switching Action by entering red

Remote switching Action by leaving red

Reaction at full

Reaction at timeout

Time to timeout (0=no timeout)

Minimum alerting time Minimum alerting time

Time for call connection if all agents busy

Time for call connection if all agents busy

Time to de-escalation announcement

Interval for de-escalation announcement

Interval for de-escalation announcement

Music on hold Music on hold

Queue size depends on agents in pause

Beep for agents at first caller in queue

Beep for agents at first caller in queue

Call distribution

Strategy Strategy

Time for call connection by agent (0=no timeout)

Reaction if no call connection by agent

Wrap-up time Standard Wrap-up time Standard

Audio to caller after assignment to agent

Audio to caller after assignment to agent


Appendix 109


Pickup from agent possible Pickup from agent possible

Faster assignment to agent

Last agent logoff possible

Supervisor

Sort agents by Sort agents by

Window time for Supervisor Window time for Supervisor

Show agents statistic

Show group even supervisor is in other company

Show group even supervisor is in other company

StatisticNote: Access to the statistic settings (except call list settings) requires a “Forum 500(0) ACD external statistics license” license.

Interval for statistic (0=no statistic) Interval for statistic (0=no statistic)

Save agents statistic Save agents statistic

Send statistic by E-Mail Send statistic by E-Mail

Delete statistic after sending Delete statistic after sending

E-Mail address for statistic E-Mail address for statistic

Interval for sending call log by e-mail

E-Mail address for call log

Announcements

Welcome if agent is free Welcome if agent is free

Welcome if agent is busy Welcome if agent is busy

Connecting to agents from call queue Connecting to agents from call queue

De-escalation announcement green De-escalation announcement green

De-escalation announcement yellow De-escalation announcement yellow

De-escalation announcement red De-escalation announcement red

Caller in call queue at timeout


110 Appendix


Configuration of AgentsSettings in the Configurator, menu Applications > Forum ACD > Agents.


Phone No. Phone No.

Name Name

Group Group

Priority

Threshold

Appendix 111


Terminals Supported by the ACD Application

Terminal type Models

System phones: ● Forum Phone 515 / Forum Phone 525 / Forum Phone 535

● Forum Phone 520 / Forum Phone 530

● Forum Phone 516 / Forum Phone 526 / Forum Phone 536

IP system phones: ● Forum IPhone 525● Forum IPhone 535

SIP system phones: ● Forum IPhone 512● Forum IPhone 545● Forum IPhone 5010 /

Forum IPhone 5020 / Forum IPhone 5025 / Forum IPhone 5030 / Forum IPhone 5040

DECT terminals: ● Forum Free 565 / Forum Free 575

● Forum Free 566 / Forum Free 576 / Forum Free 586

● Forum Free 567 / Forum Free 577 / Forum Free 587

analogue terminals: ● any terminals

SIP phones: ● any terminals

112 Appendix


Overview of the Features at the Terminals

Feature Terminals

Call signalling priority (normal caller, VIP caller, super VIP caller)

● System phones: yes (exception: not on Forum Phone 515 / Forum Phone 516)

● IP system phones: yes● SIP system phones: only on

Forum IPhone 5030/5040● DECT phones: no● analogue phones: no● SIP phones: no

First call in queue signalling ● System phones: yes● IP system phones: yes● SIP system phones: only on

Forum IPhone 5010 / Forum IPhone 5020 / Forum IPhone 5025 / Forum IPhone 5030 / Forum IPhone 5040

● DECT phones: no● analogue phones: no● SIP phones: no

Operation with function keys for:● Login / Logout: ● Switch pause on / off:● Terminate wrap-up

● System phones: yes (exception: not on Forum Phone 515 / Forum Phone 516)

● IP system phones: yes● SIP system phones: only on

Forum IPhone 5010 / Forum IPhone 5020 / Forum IPhone 5025 / Forum IPhone 5030 / Forum IPhone 5040

● DECT phones: no● analogue phones: no● SIP phones: no

Appendix 113


End wrap-up by picking up the receiver and putting it down again

● System phones: yes● IP system phones: yes● SIP system phones: no● DECT phones: yes● analogue phones: yes● SIP phones: no

Operation with code procedures for:● Login / Logout: ● Switch pause on / off:

● System phones: yes● IP system phones: yes● SIP system phones: yes● DECT phones: yes● analogue phones: yes● SIP phones: yes

Feature Terminals

114 Appendix

IndexAACD

explanation 5ACD function keys 41, 94ACD group

configuration dialogue (basic operation) 16

explanation 5name 16

ACDTool.xlsm 79Administration

features 10Agent application

authorisation 15operating 97

Agent can activate pause 15Agent can login/logout 15Agent can stop wrap-up time 15Agent status

explanation 5Agents

automatic log-out 67configuring 38explanation 5log out automatically 30operating the application 89

Agents statistic 35, 76file structure 85

Announcementsassigning to the ACD group 51explanation 6file formats 47, 48loading 50recording 49

Article 66g TKG 9Audio to caller after assignment to

agent 22

BBeep for agents at first caller in

queue 28

CCall distribution

configuring 21features 8

Call filter 19Call forwarding of ACD calls 29Call list

configuration 37file structure 87

Call numberStandard for ACD group 17Super VIP calls for ACD group 17VIP calls for ACD group 17

Call queueactivating Supervisor Terminal

display 69alerting times 27basic licence timeout 24configuring 23explanation 6

Call queue displayexplanation 6supervisor application 63

Caller in call queue at timeout 29, 52

Code procedures 97Connecting to agents from call

queue 51

Index 115

DDe-escalation announcement

configuring playback intervals 53green 52red 52yellow 52

Delete statistic after sending 36

EE-Mail address for call log 37E-Mail address for statistic 36

FFaster assignment to agent 23Features (terminals) 113

GGroup statistic 35, 76

file structure 82

HHistory 72

IInfo Terminal

authorisation 14changing screen display 69explanation 6screen display 62

Interval for de-escalation announcement 53

Interval for sending call list by e-mail 37

Interval for statistic (0=no statistic) 35, 76, 82, 85

KKDA Manager 57

LLast agent logoff possible 31Licences 7Logoff all agents if group closed 31,

67Long-time statistic

explanation 6guide 76saving or deleting 77saving tool 78

MMax. number of parallel voice

announces 54Maximum size (call queue) 25Minimum alerting time 27, 88Minimum size (call queue) 24Monitoring

features 9Multi-company variant 14, 34, 38,

46Music on hold 53, 55

assigning to the ACD group 55file format 56files 55loading 55

OOther statistic values 73

PPercentage for display

red 25, 52yellow 25, 52

Percentage for dynamic adaption (call queue) 25

Pickup from agent possible 23

116 Index

QQueue size depends on agents in

pause 25

RReaction at full 25, 29Reaction at timeout 29Reaction if group closed 30Reaction if no call connection by

agent 30Reaction if no call pickup by

agent 88Real-time statistic

explanation 6Remote switching 28

action by entering red 28action by leaving red 29

SSave agents statistic 36Selective call forwarding for VIP and

Super VIP callers 18Send statistic by E-Mail 36Service level 64

info terminal display 62supervisor terminal display 69

Service times 66Show agents statistic 34Show group even supervisor is in

other company 34, 66Sort agents by 34Statistic

configuration-dependent values 88

features 10history 72long-time statistic 76long-time statistic (ACD

agents) 77, 85

long-time statistic (ACD groups) 77, 82

other values 73real-time statistic 72real-time statistic (ACD

agents) 74real-time statistic (ACD

groups) 71supervisor terminal display 71

Strategy (call distribution) 21Supervisor

explanation 6Supervisor application

overview 59supervisor application

menu bar 64Supervisor Terminal

authorisation 14changing screen display 68configuring 33explanation 6screen display 61

System terminalsdisplay 91function keys 41, 94information on potential error

cases 40

TTablet support 60Tele-Secretary 46Terminals

features 113overview 112

Time control 66, 105Time for call connection by agent

(0=no timeout) 22Time for call connection if all agents

busy 27

Index 117

Time group profilescreating 32number 105

Time to de-escalation announcement 53

Time to timeout (0=no timeout) 29

UUser authorisations

info terminal 64issue 14supervisor terminal 64

VVoice channels 54

configuring 57notes 57

WWelcome if agent is busy 51Welcome if agent is free 51Window time for Supervisor 21, 34,

71Wrap-up time

configuring individually 67default 22explanation 6

118 Index

Notes

Notes

Index 119

Notes

Notes

120 Index

Support 121

SupportYou can contact our support on the following telephone numbers:

For configuration changes of your Forum™ 500 or Forum™ 5000 communications system

For repairs

SMEs and residential customers

Large companies

in Dutch: 0800 22 500 0800 22 200

in French: 0800 33 500 0800 33 200

in German: 0800 44 500 0800 44 200

in English: 0800 55 500 0800 55 200

SMEs and residential customers

Large companies

in Dutch: 0800 22 500 0800 14 888

in French: 0800 33 500 0800 14 888

in German: 0800 44 500 0800 14 888

in English: 0800 55 500 0800 14 888

Subject to changesStatus 06.2017

For more information:

● Visit us in the Internet at www.proximus.be/pabx

● Contact your Proximus dealer

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