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

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