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Outline of the Nine Key Elements of ACD
Outline of the Nine Key Elements of ACD
Automatic Call DistributionAgent Agent GroupsACD RoutingQueue AnnouncementsSupervisor PositionsFlexible Work SchedulesEnhanced PositionsIn-Depth Software
ACDACD
Aspire ACD Requires Aspire M PAL UPG or Aspire X/LLongest Idle Agent Call RoutingCall QueuingPrioritized Call Routing
Trunk Ring Group DID
ACD AgentsACD Agents
512 ACD Agents
Agents Can Be Logged Into One Group/2,3, 4 etc. Groups Or All 64
ACD Agent GroupsACD Agent Groups
64 ACD Agent Groups Groups Can Queue Callers Each Group Has A Pilot Number
ACD RoutingACD Routing
ACD Calls Can Get Routed…
Transferred By The Voice Mail DID Transferred By An Extension Trunk Ring Groups
Call QueuingCall Queuing
Unique Announcements per Group
Repeated at Programmed Intervals Voicemail Queue Dialing Options
Another ACD Group Message Center Mailbox Information Mailbox Dial “0” or any Extension “Look-back Mode”
Announcements
QueuingQueuing
Flash VRS DB16 Ports Simultaneous Answering Reduces Burden On Voice Mail Music-on-Hold per ACD Group
Requires PGDAD
Using VRS and Voice Mail For Queue Announcements
Using VRS and Voice Mail For Queue Announcements
Using Voice Mail Call Routing MB or ACD Announcement MB Can Be Flexible Voice Mail Can Allow or Disallow Dialing While Playing Announcements by using Dial Action Tables VRS Can Be Used As First/Second or Both Announcements VRS Allows Dialing While In Queue
Announcements And Overflow Queuing Types
Announcements And Overflow Queuing Types
Announcements Can Be Voice Mail/VRS No Overflow No Announcements No Overflow w/First Announcement No Overflow w/Second Announcement No Overflow w/First and Second Announcement *Overflow w/No Announcement *Overflow w/First Announcement *Overflow w/Second Announcement *Overflow w/First and Second Announcement *See Next
Announcements And Overflow Queuing Types
Announcements And Overflow Queuing Types
Overflow Options Can Be Overflow To an ACD Group 1-64 Overflow Table (Allows Up To 7 Groups) Voice Mail/VRS Integration Off-Premise (Overflow Using Speed Dial Bin)
Overflow To Ring Group (1-100)
ACD Agent PhonesACD Agent Phones
Agents Can Use:Aspire PhonesIP Phones 4/34 Button2 Button PhonesAnalog Single LinesSoft Phones
ACD Log In/Out KeyACD Call Coverage KeyACD Queue Status KeyHeadset Key With Auto Headset –Answer ModeACD Hotline Key IndicationsEmergency Call KeySplit Key “Combined w/Emergency Key For Supervisor”Work/Wrap Mode KeyOff Duty/Rest Mode KeyVoice OverReverse Voice Over
Common ACD Programmable Keys
Common ACD Programmable Keys
ACD Log In/Out KeyACD Log In/Out Key
ACD Log In/Out KeyUsed To Log In Or OutShows Indication Of StatusPressing Key And “1” Will Log Out Agent“Wait ACD Log In” Will Be Displayed When Logged Out Unless AIC Is Used Can Use Service Code Instead Of Key *5 Log In And *51 Log Out
ACD Call Coverage KeyACD Call Coverage Key
ACD Call CoverageAvailable On Any Extension ACD or Non-ACDNo RingDelay RingImmediate RingDistinctive Ring
ACD Queue Status KeyACD Queue Status Key
ACD Queue Status KeyAvailable On Any Extension ACD or Non-ACDDisplays Queue Status For All GroupsVolume Up/Down Key Allows Viewing Each Group One At A Time
Agent Queue StatusAgent Queue Status
Grp 001 002 Line-004 01:29
Number of Calls in Queue
Name of Trunk With Longest Call in Queue
Time of Oldest Call in Queue
Number of ACD Group Being Viewed
ACD Automatic Headset KeyACD Automatic Headset Key
ACD Automatic Headset KeyAudible Ring Will Be Heard Before ConnectingACD Calls Will Connect AutomaticallyIntercom Calls Will Not Connect Unless The Headset Key Is Pressed
ACD Hotline KeyACD Hotline Key
ACD Hotline Key
Agent Idle Agent Busy Agent Logged Off/On Emergency Call Agent Not Installed
ACD Emergency KeyACD Emergency Key
ACD Emergency Key
Agent Assistance Agent Call To Supervisor Allows Calling To Supervisor
Undetected By Outside Caller Supervisor Can Take Call From
Agent If Needed Using The Split Key
ACD Work Mode KeyACD Work Mode Key
Work Mode (wrap-up-timer)Manually (No Timer Used)Automatic (Timer Used)Must have a Wrap Key but it can be hidden as long as Automatic Work is turned on
ACD Off Duty/Rest KeyACD Off Duty/Rest Key
Off Duty/Rest Mode Key Manually (Pressed While Idle) Automatic (Timer Used) Does Not Time Out Once On Can Be Set As Exclusive DND Must Have A Off Duty Key On Agents Phone For Feature
ACD Supervisors
Two Types of Supervisor Positions
Group Supervisor One ACD Group Supervisor Per ACD
Group
System Supervisor One ACD System Supervisor Per
System
ACD Group SupervisorACD Group Supervisor
Three Modes of Operation
Receive Calls Never Receive Calls as Agent Only Receive Calls When
Overflow Occurs
Group Supervisor
Check/Change Agent Logon StatusTake An Entire ACD Group In/Out of ServiceCheck The Log Out Status Of An Agent After The Group Is Taken Out Of ServiceReassign Agents to Different ACD Groups
Supervisor
Lamped Hotline Keys Will Indicate:
Agent IdleAgent BusyAgent Logged Off/OnEmergency CallAgent Not Installed
System Supervisor
Take All ACD Groups Out Of Service SimultaneouslyRestore All ACD Groups Out Of Service SimultaneouslyLog In/Out An ACD AgentReassign Agents to Different ACD Groups
ACD Work SchedulesACD Work Schedules
ACD Work Schedules 4 Work Schedules With 8 Periods Agents Can Be Logged Out/In By Time Schedules Allows Day Of Time To Control Agents And GroupsOnce Set The ACD Will Always Follow The Programmed Times
ACD Enhanced PositionACD Enhanced Position
ACD Enhanced PositionAllows Supervisors to Log In Or Out AgentsAllows Supervisors to Change an Agents GroupAllows Agents to Log Into Any Group
ACD Login CodeACD Login Code
ACD (Login Codes) Allows Agents to Log In Using A PIN Code The PIN Code Can Be 0 – 20 Digits Log The System With Not Allow Duplicate Pins PIN Codes Can Be Used For Hot Seat PIN Codes Can Be Used For ACD Tracking Software
Like inDepth
AICAIC
AIC (Agent Identification Codes) Allows Agents to Log Into Multiple Groups, up to
64, at The Same Time 512 AIC Table Entries
AIC Log In Can Support Hot Seat Application
Supervisor PositionAspire Phone with Console
In-Depth Call Center Software
In-Depth/Reporting
Three Key Functions Real Time TemplatesReporterConfigurator
Three PackagesIn-Depth LiteIn-DepthIn-Depth+
Installed on Customer PCTCP/IP Network ConnectionParallel PortSerial PortNo extra system hardware required
Sample Screen Shot