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Outline of the Nine Key Elements of ACD Automatic Call Distribution Agent Agent Groups ACD Routing Queue Announcements Supervisor Positions Flexible.

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Presentation on theme: "Outline of the Nine Key Elements of ACD Automatic Call Distribution Agent Agent Groups ACD Routing Queue Announcements Supervisor Positions Flexible."— Presentation transcript:

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3 Outline of the Nine Key Elements of ACD Automatic Call Distribution Agent Agent Groups ACD Routing Queue Announcements Supervisor Positions Flexible Work Schedules Enhanced Positions In-Depth Software

4 ACD Aspire ACD Requires Aspire M PAL UPG or Aspire X/L Longest Idle Agent Call Routing Call Queuing Prioritized Call Routing Trunk Ring Group DID

5 ACD Agents 512 ACD Agents Agents Can Be Logged Into One Group/2,3, 4 etc. Groups Or All 64

6 ACD Agent Groups 64 ACD Agent Groups Groups Can Queue Callers Each Group Has A Pilot Number

7 ACD Routing ACD Calls Can Get Routed… Transferred By The Voice Mail DID Transferred By An Extension Trunk Ring Groups

8 Call Queuing Unique Announcements per Group Repeated at Programmed Intervals Voic Queue Dialing Options Another ACD Group Message Center Mailbox Information Mailbox Dial 0 or any Extension Look-back Mode Announcements

9 Queuing Flash VRS DB 16 Ports Simultaneous Answering Reduces Burden On Voice Mail Music-on-Hold per ACD Group Requires PGDAD

10 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

11 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

12 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)

13 ACD Agent Phones Agents Can Use: Aspire Phones IP Phones 4/34 Button 2 Button Phones Analog Single Lines Soft Phones

14 ACD Log In/Out Key ACD Call Coverage Key ACD Queue Status Key Headset Key With Auto Headset –Answer Mode ACD Hotline Key Indications Emergency Call Key Split Key Combined w/Emergency Key For Supervisor Work/Wrap Mode Key Off Duty/Rest Mode Key Voice Over Reverse Voice Over Common ACD Programmable Keys

15 ACD Log In/Out Key Used To Log In Or Out Shows Indication Of Status Pressing 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

16 ACD Call Coverage Key ACD Call Coverage Available On Any Extension ACD or Non-ACD No Ring Delay Ring Immediate Ring Distinctive Ring

17 ACD Queue Status Key Available On Any Extension ACD or Non-ACD Displays Queue Status For All Groups Volume Up/Down Key Allows Viewing Each Group One At A Time

18 Agent Queue Status Grp Line :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

19 ACD Automatic Headset Key Audible Ring Will Be Heard Before Connecting ACD Calls Will Connect Automatically Intercom Calls Will Not Connect Unless The Headset Key Is Pressed

20 ACD Hotline Key Agent Idle Agent Busy Agent Logged Off/On Emergency Call Agent Not Installed

21 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

22 ACD 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

23 ACD 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

24 ACD Supervisors Two Types of Supervisor Positions Group Supervisor One ACD Group Supervisor Per ACD Group System Supervisor One ACD System Supervisor Per System

25 ACD Group Supervisor Three Modes of Operation Receive Calls Never Receive Calls as Agent Only Receive Calls When Overflow Occurs

26 Group Supervisor Check/Change Agent Logon Status Take An Entire ACD Group In/Out of Service Check The Log Out Status Of An Agent After The Group Is Taken Out Of Service Reassign Agents to Different ACD Groups

27 Supervisor Lamped Hotline Keys Will Indicate: Agent Idle Agent Busy Agent Logged Off/On Emergency Call Agent Not Installed

28 System Supervisor Take All ACD Groups Out Of Service Simultaneously Restore All ACD Groups Out Of Service Simultaneously Log In/Out An ACD Agent Reassign Agents to Different ACD Groups

29 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 Groups Once Set The ACD Will Always Follow The Programmed Times

30 ACD Enhanced Position Allows Supervisors to Log In Or Out Agents Allows Supervisors to Change an Agents Group Allows Agents to Log Into Any Group

31 ACD 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

32 AIC 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

33 Supervisor Position Aspire Phone with Console In-Depth Call Center Software

34 In-Depth/Reporting Three Key Functions Real Time Templates Reporter Configurator Three Packages In-Depth Lite In-Depth In-Depth+ Installed on Customer PC TCP/IP Network Connection Parallel Port Serial Port No extra system hardware required

35 Sample Screen Shot

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