1. OfficeServ Call Center BASICS (prepared for ACD v3.1.2 and IVR v1.5.2)

2. Copyright Notice © 2008 Samsung Electronics Co., Ltd.
OfficeServ 7200, OfficeServ 7400, OfficeServ ACD, and OfficeServ IVR are the registered trademarks of Samsung Electronics Co., Ltd.
All other trademarks are the properties of their respective holders
Worldwide Headquarters:
Samsung Electronics Co., Ltd.
P.O.Box 105
416 Maetan-3dong, Yeongtong-gu
Suwon, Gyeonggi-do,
Republic of Korea

3. Course Objective
To teach the fundamental concepts and features of OfficeServ ACD/IVR
To provide in-depth knowledge on ACD/IVR to technical support engineer

4. Schedule and Logistics
Time
Breaks
Lunch
When you have questions…

5. About Course… Who should attend? Prerequisites Course Duration
Any one who will install and configure the ACD/IVR
Any one who will shoot the ACD/IVR site issues
Prerequisites
General understanding of TCP/IP, SIP, RTP, etc.
General understanding of MS Windows
General understanding of MS SQL
In-depth understanding of OfficeServ System
Course Duration
Basic - 2 days
Intermediate – 2 days
Advanced – 1 day

6. Key Topics – Day One Basics Introduction Overview Architecture Design
OfficeServ ACD
OfficeServ IVR
Architecture
Design
Product Map
Prerequisites: Get Your Feet Wet!
Exercise 1: Preparation

7. Key Topics – Day Two Installation ACD Configuration
ACD Server
ACD Supervisor
ACD RAD
Exercise 2: Installation
Exercise 3
Phone-only Agent
Exercise 4
RAD

8. BASICS

9. OfficeServ Solutions OfficeServ systems 2018-06-02 PSTN Internet
Messenger
IP-UMS
IVR
SIP
OfficeServ systems
Proprietary
ACD
OS-Link
TAPI
UC Client
Call
Operator
Open TSP
Intranet AP
3'rd party Solution
DGP
POTs
Softphone PDA
SoftPhone
SoftPhone
Video Phone
IP Phone

10. OfficeServ Call Center
OfficeServ 7200/7400 (MP v4.21C or higher)
(PBX Interface) OfficeServ Link v or higher
(Call Routing) OfficeServ ACD v or higher
(Self-Menu) OfficeServ IVR v or higher
ACD
IVR
Call Center (Centre) from Wiki
A centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.
Operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made.
Increasingly, the voice and data pathways into the centre are linked through a computer telephony integration (CTI).
ACD (Automatic Call Distributor) from Wiki
A device that distributes incoming calls to a specific group of terminals that agents use. It is often part of a CTI system.
Main task: Routing incoming calls to most appropriate agent
The system consists of hardware for the terminals and switches, phone lines, and software for the routing strategy.
IVR (Interactive Voice Response)
Provides the self menu service to the callers or collects customers’ input for an option from voice menu

11. INTRODUCTION

12. OfficeServ ACD What is it?
A feature-rich ACD package integrated with OfficeServ 7200/7400
Dedicated to meet sophisticated SMB Call Center needs
Web-based administration and management
Runs on MS Windows [XP, Server or Vista] and MS SQL [Server 2000/2005 or Express]

13. ACD Features (1/2) Agent Management Routing Agent: PC or Phone-only
Split
Pool of like-skill or level agents
Atomic unit of call routing
Group: Pool of Splits
Division: Pool of Groups
Routing
First, find Split
CLI (ANI) routing by day/date/time
DID (DNIS) routing by day/date/time
IVR (DTMF) routing by day/date/time
Second, find Agent
Longest idle (default)
Agent skill-based
Customer Level (VIP)

14. ACD Features (2/2) Monitoring & Control Messaging Device
Call overflowing based on customer wait time
Supervisor: Web-based administration and supervision
Wallboard marquee
Comprehensive Reporting
Agent application with full phone control (point-and-click)
Messaging Device
RAD (Recorded Announcement Device)
Greet message per CLI/DID
Wait comfort message per split
Embedded in ACD Server
IVR (Interactive Voice Response)
Full-featured IVR
Sold separately

15. ACD Server <Process Manager> <System Configuration>

16. ACD Supervisor <Agent Monitoring> <System Options>

17. ACD Reporting
<Main Window>
<Reports>

18. ACD Wallboard
<Main Window>

19. ACD Agent <Option Settings> <Main Window>
<Caller Popup>

20. OfficeServ IVR What is it?
IP-based IVR package fully integrated with OfficeServ 7200/7400
Industry-standard SIP/RTP
Web-based administration and management
Runs on MS Windows [XP, Server or Vista] and MS SQL [Server 2000/2005 or Express]
ACD
IVR

21. IVR Features (1/2) Various Message Criteria Customer DB Access
CLI/DID/Trunk
Time/Day/Date/Event
DTMF (OUTBAND or INBAND 2833)
ACD Split
Customer DB Access
Read only
Any commercial DB (through ODBC)
* IVR DB: IVR system DB (MS SQL)
Call Recorder
Conversation recording
Intrusion method (max 6 concurrent recordings)

22. IVR Features (2/2) TTS (Text-To-Speech) State-of-Art User Interface
RealSpeak V4.0 from ScanSoft, Inc.
State-of-Art User Interface
Scenario Builder
GUI-based scenario designer
Drag-and-drop, copy and paste
Engine
Real-time, comprehensive channel*-wise monitoring
Dynamic scenario update during execution
Supervisor
Avails web-based administration and operation
* IVR port

23. IVR Engine
<Main Window>
<System Configuration>

24. IVR Scenario Builder
<Main Window>

25. IVR Call Recorder <Main Window> <Device Registration>

26. IVR Supervisor <Recorded Call List> <Engine Control>

27. Architecture ACD Server 2018-06-02 - Server Reporting Supervisor
RAD (optional)
OfficeServ IVR
Engine
Scenario Builder
Call Recorder
Supervisor
OfficeServ
7200/7400
IVR DB
OfficeServ Link
SIP/RTP
VOICE
TCP/IP
ODBC
ACD Agent
- Digital Phone
ACD DB
ACD Wallboard
ACD Agent
- IP Phone
Phone-Only
ACD Agent
Customer DB

28. ACD/RAD Call Flow 2018-06-02 ACD Server Incoming ACD RAD Call to ACD
SATISFY
DISSATISFY
Call Overflow
Transfer to other
queue or phone
based on wait time
Skill-Based or
Longest Idle
ACD RAD
Q ID
Wait in the Q
QUEID
ACD Server
Message ID
(MSGID) NO
YES
Different Qing
Msg per QUEID
Different Greet
Msg per MSGID
CLI/DID with
Date/Day/Time
Idle Agent?

29. ACD/IVR Call Flow 2018-06-02 VIP call, Skill-based or longest idle
IVR with
Date/Day/Time NO
Q  Default Q
YES
DTMF?
Agent
Request
MSGID
Callback Request,
Transfer to Phone,
or Exit
Q  Q assoc. DTMF
Idle Agent?
CLI/DID with
SATISFY
IVR
ACD
Greet/Wait Msg per
CLI/DID/trunk/
MSGID/QUEID
Call Overflow
Transfer to other
queue or phone
based on wait time
Q ID
Wait in the Q
DISSATISFY
QUEID
Message ID
(MSGID)

30. Ports (1/2) Trunk Ports ACD Gateway Ports (Virtual)
ACD Queue Ports (Virtual)
Agent Ports
IVR Ports
AGENTS
Determine Routing
ACD Queue
TRUNK
From OfficeServ perspective, there are five ports configured for ACD
Trunk port: the port where the customer call to ACD bypasses through
ACD gateway port: the port where the customer call to ACD arrives
ACD queue port: the port where the customer call waits for the available agents
IVR port: the port where the customer call is cared by RAD/IVR for greet message or wait comfort message
Agent port: the port where the agent phone is configured
CLI/DID
ACD G/W
IVR
IVR

31. Ports (2/2) 2018-06-02 Trunk Port <Port 7001> CLI  DID  IVR
G/W Port (Virtual)
IVR Port
(S: Service Code)
Queue Port (Virtual) S1 S2 S3 S4 S5 S6
ACD Server
Division 1
Division 2
Group 1
Group 2
Group 3
Group 4
Split A
(Queue)
Split B
(Queue)
Split C
(Queue)
Split D
(Queue)
Split E
(Queue)
Split F
(Queue)
Split G
(Queue)
Split H
(Queue)
The calls coming through Trunk Port passed to G/W Ports. The calls arrived at G/W Port are routed to ACD group or IVR system depending on the routing rules (ANI, DNIS, IVR).
If no agent is available within the ACD group, the call is routed to the ACD waiting queue to wait for the free agent
Inside the IVR, when the IVR service is finished, the call can be routed to the ACD group/agent if requested
If there’s no agent available to take the call from IVR, the call is transferred to the ACD waiting queue.
For the call within the waiting queue, if a certain amount of time is passed and still no agent is available, the call is transferred to the IVR to listen to the waiting message or to leave the callback number and hang up.
If an agent becomes available while playing the message in the IVR, the call is transferred immediately to the agent
Agent 3
Agent 5
Agent 9
Agent 1
Agent 7
Agent 2
Agent 4
Agent 6
Agent 8
Agent10
Team3

32. Agent Attributes (1/2) Use: Usability ID: Unique Identifier
Name and description
Station Number:
Required for Phone Agent only
For PC Agent, station number is entered on log-in
Can Handle VIP Calls
VIP service eligibility

33. Agent Attributes (2/2) No Answer Status Split
status after agent doesn’t answer the call
BREAK (default) or IDLE
Split
Primarily belonging Split
Usage
Wrap-up time
When two calls come simultaneously
Security Level: PC Agent only
Skill Level: Split-wise skill level

34. Agent Level (1/2) Skill Level Purpose: Skill-based Routing
Value: 1 (HIGH) – 9 (LOW, Default)
Figure: the Server search for agent of skill 1. If skill 1 agent is not available for 3 seconds, search for skill 2 agent. If skill 2 agent is not available for another 3 seconds, search for skill 3 agent. If skill 3 is not available for another 3 seconds, search for longest idle agent.

35. Agent Level (2/2) Security Level
Purpose: Turn on/off functionality of Agent program

36. Split Attributes Usable: Usability Name Split Type: Inbound only
Queue Message Time: Wait comfort message interval
Wrap-up Time: Applied to primarily belonged Agents
Overflow (optional)
Route call to alternative destination when a call waits long in the queue
Overflow Target: Split or Non-Agent Phone (Int. or Ext.)
Circular Overflow allowed, but not recommended

37. Product Roadmap* ACD V3.1 IVR V1.5 ACD V4.x IVR V2.x Schedule
September 2008
2009 – 2010
ACD Features
Voice inbound
RAD or IVR
Multimedia contact
Crystal Report
Multi call (2 calls)
Outbound Campaign
IVR Features
Recording by Intrusion
TTS
IVR report
Total recording by port mirroring
* Subject to change

38. INSTALLATION

39. License Policy (1/2) SIP License Required ACD License
MAC Address (PBX or PC)
# Concurrent Supervisor Users (1-25)
# Concurrent Reporting Users (1-25)
# Concurrent Wallboard Users (1-10)
# Logged-in Agents (5-200)
Messaging Device: NONE, RAD or IVR
# RAD/IVR ports (4-128)

40. License Policy (2/2) IVR License MAC Address (PBX or PC)
# IVR ports (4-128)
# TTS Processors (1-24)
1 TTS processor suffices for scenario prompt conversion
# TTS Languages (2-25)

41. MMC List (1/2) 820: Set Unique Node ID
830: Set IP for CTI (Link) and IVR
841 (860 in v4.30): SIP License
# SIP Trunk and # IVR/UMS ports
857: Allocate Virtual Slot for IVR (SIP APPL in v4.30)
225: Assign IVR Ports in Range
601: Set Station Group
ACD Queue: Normal, DISTRIBUTE, Members
ACD Gateway: Normal, DISTRIBUTE, Members
IVR: BI-VMS, DISTRIBUTE, Members
Agent should not belong to any UNCONDITIONAL group
207: Port Type of Each ACD Gateway/Queue Port to be “NORMAL Port” (Shouldn’t be “VMAA Port”)
MMC 601: Do Not Run both UCD and ACD.

42. MMC List (2/2) 835: DTMF Type 206: Allow Barge-in for Call Recorder
OUTBAND or INBOUND (RFC 2833)
206: Allow Barge-in for Call Recorder
722: For Agent Phone, remove Second Call Button
701: Usable Features
19 EXT FWD ← YES
23 FORWARD ← YES
37 OUT TRSF ← YES
38 OVERRIDE ← YES
55 SECURE ← NO
66 VM REC ← YES
68 VMS REC ← YES
MMC 701: 68 VMS REC is not seen in the MP for STA

43. Prerequisites (1/7) MS IIS v5.0 or higher
MS Windows CD
.NET Framework v1.1 or higher
If IIS is not installed prior, run “aspnet_iisreg.exe”*
MS SQL Server or Express
Set Authentication Mode to “Mixed Mode”
Allow remote connection
Set the Start Mode
to Automatic.
* “C:\WINNT\Microsoft.NET\Framework\version\aspnet_iisreg.exe -i"

44. Prerequisites (2/7) SQL Server 2005 (Express) Enable TCP/IP protocol

45. Prerequisites (3/7)
Enable TCP/IP protocol

46. Prerequisites (4/7)
Check SQL Server Browser is running

47. Prerequisites (5/7)
The SQL instance name should be “Servername\SQLExpress”
Turn off firewall for sqlservr.exe and sqlbrowser.exe
C:\Program Files\Microsoft SQL Server\MSSQL.1\MSSQL\Binn\sqlservr.exe
C:\Program Files\Microsoft SQL Server\90\Shared\sqlbrowser.exe

48. Prerequisites (6/7) Configure OfficeServ Link V3 IP of ACD Server
and arbitrary name

49. Enable Automatic Restart
Prerequisites (7/7)
Start the OfficeServ Link V3
Enable Automatic Restart

50. Exercise 1: Get Prepared
Obtain License Key
SIP license key
ACD license key with 8 RAD ports
ACD license key with 8 IVR ports
IVR license key 8 IVR ports with 1 TTS processor
Configure OfficeServ
10 ACD gateway ports
10 ACD queue ports
8 IVR ports
Install S/W
IIS
.NET Framework
MS SQL
OfficeServ Link
Visit for desirable # Agents and # IVR ports
-- Free Calculator for Call Center

51. Click “YES” on first installation
OfficeServ Call Center consists of four setups
ACD Server, Supervisor, Reporting, (RAD)
ACD Wallboard
ACD Agent
IVR
Install ACD Server
Enter license key
The RAD is installed with the Server if the license is RAD-eligible
For ACD DB, enter DB login information
For SQL Express, DB Instance should be “IP Address\sqlexpress”
Click “YES” on first installation

52. Installation (2/11) Run owc11.exe if necessary on ACD Server PC
After Installation,
OfficeServ ACD Service is started

53. Installation (3/11) ACD Server Icon appears
Right-click on Process Manager menu, Server Processes are running with Auto option checked
Auto: Enable Auto Restart of Server Processes

54. Default Password: acdadmin
Installation (4/11)
Upgrading ACD
From System Configuration, update License Key
Default Password: acdadmin

55. Installation (5/11) Basic Configuration
Log on to ACD Supervisor (Default ID: admin, PW: 4321)

56. Installation (6/11) In the “IVR Connections” page, register IVR server
In the “Port Assignments” page,
Register Trunk Ports with Routing “CLI → DID → IVR“
Register ACD Gateway ports
Register ACD Queue port group
Register IVR ports
Register Agent ports

57. Installation (7/11)

58. Installation (8/11) In the “Agent Configuration” Page, create an agent
In Process Manager, restart the Server

59. Installation (9/11) Install Wallboard Install Agent
Enter Server IP, Agent ID and station number
Checkbox for allowing “Modifiable ACD Server IP and station number”

60. Installation (10/11) Install IVR Install TTS Language Pack
Enter MCP (MMC 830), MGI IP (MMC 831) and Node ID (MMC 820)
For SQL Express, DB instance should be “host\SQLEXPRESS”
Followed by TTS Engine installation
Install TTS Language Pack
Contact your local distributor

61. Installation (11/11) Available TTS Languages (female or male)
English: American, Australian, British, Indian, Irish, Scottish
Basque
Danish
Dutch: Belgian, Netherlands,
French: French, Canadian French
German
Hong Kong Cantonese
Italian
Mandarin Chinese
Norwegian
Polish
Portuguese: Portuguese, Brazilian Portuguese
Russian
Spanish: Castilian Spanish, Mexican Spanish,
Swedish

62. Configuration

63. ACD Service ACD Service
Control Panel » Administrative Tools » Services

64. ACD System Configuration
ACD Server
System Configuration and Process Manager
ACD System Configuration
Right-click

65. ACD System Configuration (1/3)
To Update License
Enter new license and press “Update”
System Configuration password required
default: acdadmin

66. ACD System Configuration (2/3)
Server Configuration
Default ACD DB password: acddbUser0

67. ACD System Configuration (3/3)
Data Archiving
Raw Call Log Archiving
Debug Log Archiving
Call Summary Archiving: Automatic and Manual
Wallboard Reset: Automatic and Manual

68. ACD Process Manager Process Manager Start/Stop All Processes
Start/Stop Individual Process
Auto: allows automatic start on PC restart

69. Exercise 2: Installation
You Need…
ACD Server setup
ACD Agent setup
ACD Wallboard setup
IVR setup
TTS Language Pack
ACD license key with RAD
ACD license key with IVR
IVR license key
Steps
Install ACD with 8 RAD ports
Install Agent and Wallboard
Install IVR and TTS language
If Successfully Installed,
The Engine shows “LINK: ALIVE” in the bottom
Dialing at ACD G/W group number, the call is routed to the Agent A0000 after IVR Greet Message
Call traverses between IVR and ACD Queue until served

70. Supervisor

71. ACD Supervisor How To Start URL: http://ACD Server IP/Supervisor
From the Start Menu,
Double-click the desktop icon
Default Login ID: admin, PW: 4321

72. System Connections Register IVR Server IP Server restart required
Related Pages: IVR Assignments, IVR Routing Schedule

73. Port Assignments
Register Ports
Server restart required

74. Supervisor Accounts (1/3)
Create Supervisor account with Admin Level (1-4)
Create Wallboard account

75. Supervisor Accounts (2/3)
Permissions
Controls accessible Supervisor pages per Admin Level

76. Supervisor Accounts (3/3)
Password
Change currently logged-in Supervisor’s password

77. System Options (1/3) Call Center Options 2018-06-02
System Option page allows the user to configure the ACD system-wide parameters as the following.
Abandon Threshold: A call which is disconnected by caller after waiting more than abandoned threshold is counted as “abandoned call”
Ring Time before Auto Answer: Ring time before the agent program automatically answers the call (unit: msec)
Default Split: default call routing destination which is used when no destination split is available
Call Recorder: IVR Call Recorder’s IP address or DNS name. When the recording button is pressed at the Agent program, the conversation recording starts.
Queue Message Setup
Overflow Destination [Phone number or Split]: the overflow target of RAD/IVR call in case when the call waits in the RAD/IVR queue for more than “Max Queue Time”
Max Queue Time: how long the RAD/IVR call will be waiting in the RAD/IVR Queue when no RAD/IVR port is available
Priority [Greeting Message or Queue Message]: When a RAD/IVR call becomes available, which type call (call waiting for greet message vs. call waiting for wait comfort message) will have the priority.
Non-Trunk Routing: Routing rule for calls which are not bypassed through trunk ports
Supervisor Number: The emergency contact number used in the Agent program. When the emergency button is pressed, the Agent automatically dials at this number.
VIP Level: Any call received from IVR with customer level which is greater than or equal to this VIP level is considered as “VIP” call in the ACD. For example, if the VIP level is set to 2, the call with customer level 1 or 2 is VIP call. The VIP call is routed to the agent who is allowed to serve the VIP call. Refer to Agent Configurations for agent options.

78. System Options (2/3) Protection
To prevent unauthorized access to Application Settings

79. System Options (3/3) Purpose: Browse License Information
Browsing current license
Application Settings
Server IP address
Raw call log archiving
Call Summary archiving: Automatic or Manual
Daily Wallboard Reset: Automatic or Manual

80. Completion Codes Purpose: Register completion codes Major and Minor
Related Pages: Assign Completion Codes, Completion Code History

81. Division Definition Purpose: Add or Edit Division To Add New Division
Click “Division List”
ID is automatically generated
To Edit Division
Click existing Division
Division can be deleted only if empty (no belonging Group)

82. Group Definition Purpose: Add or Edit Group To Add New Group
Click existing Division
ID is automatically generated
To Edit Group
Click existing Group
Group can be deleted only if empty (no belonging Split)

83. Split Definition Purpose: Add or Edit Split To Add New Split
Click existing Split
ID is automatically generated
To Edit Split
Split can be deleted only if empty (no belonging Agent)

84. IVR Assignments (1/2) IVR Service Code: mapping between DTMF and Split
9am-5pm
5pm-9am
Always
D/T
Sales
SVC-B
Supp
Tech
SVC-A
Split
SVC
ACD
Press “2” (10am)
SVC-A 3
SVC-B 2 1
SVC
DTMF
IVR
“SVC-B”
Sales Agent

85. IVR Assignments (2/2) Purpose: Add, Edit, Delete IVR Service Code
Related Pages: IVR Routing Schedule
To Add New Service Code
Click existing Split
To Edit or Delete Service Code
Click existing Service Code
When deleted, related scheduled IVR routing automatically deleted from IVR Routing Schedule

86. Assign Completion Codes
Purpose: Assign Completion Codes to Split
Related Page: Completion Codes, Completion Code History
Click Split and select Completion Codes to assign
Check
Split Definition: Use Completion Code ← YES
Agent Permissions: Assign Completion Code ← Y

87. Agent Configuration Purpose: Add or Edit PC Agent To Add New Agent
Related Page: Assign Agent Splits, Agent Permission, Agent Monitoring
To Add New Agent
Click Split
To Edit Agent
Click existing Agent
Reset Agent Login
Password to “4321

88. Phone-Only Agent Configuration (1/2)
Purpose: Add or Edit Phone-Only Agent
Related Page: Agent Monitoring
To Add New Agent
Click Split
To Edit Agent
Click existing Agent
Skill: 1 (High) – 9 (Low)
Agent Station Number

89. Phone-Only Agent Configuration (2/2)
Log In/Out
Supervisor » Live Monitoring » Agent Monitoring
PO Agent marked with
Phone must be idle
Set/Release Break

90. Exercise 3: Phone-only Agent
PLEASE INSTALL ACD (Oct 8) AND IVR (Oct 07)
CREATE PC AGENT ID
INSTALL AGENT & WALLBOARD
Steps
Configure ACD
CLI → DID → IVR routing
Create Phone-Only Agent PO_01 (Default Split)
From Supervisor Agent Monitors, Agent PO_01 logs in
Dial at ACD G/W
Check
You can hear the ring-back tone
You are routed to the Agent PO_01
The caller stays in queue until Agent PO_01 answers
If Successfully Installed,
The Engine shows “LINK: ALIVE” in the bottom
Dialing at ACD G/W group number, the call is routed to the Agent A0000 after IVR Greet Message
Call traverses between IVR and ACD Queue until served

91. Assign Agent Split Purpose: Assign agents to multiple splits
Set Priority and Skill Level per split
Related Page: Agent Configuration, Skill-Based Routing
Three Tabs
By Agent: Assign Split to Agent
By Split: Assign Agent to Split
Skill Levels: Change skill level description

92. Agent Permissions
Purpose: Set Agent Program Functionality per Security Level
Related Pages: Agent Configuration, System Options
Controllable Functionalities (If “Y”)
Item
Description
Auto Answer
Agent can turn on/off Auto Answer
Auto Answer Delay
Agent can change ring time prior to auto answer
Wrap-up Auto End
Agent’s wrap-up time automatically ends
Extend Wrap-up
Agent can extend wrap-up time
No Answer Action
Agent can change No Answer Status
DND
Agent can turn on/off DND
Split Login
Agent can selective split login and log in/out individual split
Server Address
Agent can change Server IP
Login ID
Agent can change Login ID
Agent Station
Agent can change Station number
Assign Completion Code
Agent is allowed to assign Completion Code
Cancel Completion Code
Agent is allowed to ignore Completion Code

93. IVR Routing Schedule Purpose: Configure Scheduled IVR Routing Options
On IVR Service Code creation, ALWAYS by default
Related Pages: Server Connections, IVR Assignments
Options
Usable
Time condition
Precedence: Spec. Date > Date Range > Spec. Day > Always
Destination: Split

94. CLI/DID Routing Purpose: Configure Scheduled CLI/DID Routing Options
CLI/DID number
Time condition
Precedence: Spec. Data > Date Range > Spec. Day > Always
Destination: Split or Agent with alternative split
Message ID to play greet message before routing

95. Skill-Based Routing Purpose: Configure Skill-based Routing per Split
Options
Search First: Skill level to search first
Search Last: Skill level to search last
Search Time: interval to search for next lower level agent
the Server search for agent of skill 1. If skill 1 agent is not available for 3 seconds, search for skill 2 agent. If skill 2 agent is not available for another 3 seconds, search for skill 3 agent. If skill 3 is not available for another 3 seconds, search for longest idle agent.

96. Messaging Purpose: Send Message to Logged-in Agent To Send Message
On clicking Split, logged-in Agent List is displayed
Select Agent(s) and send message

97. Press “100” and request Callback with CLI
Callback List (1/2)
Callback Number: Received from IVR (CLI or DTMF)
ACD
Steve
John
Mary
Cust
9012
Sales
5678
Supp
1234
Tech
CLI
Split
Press “100” and request Callback with CLI
Steve
300
John
200
Mary
100
Name ID
IVR
“Mary wants Callback”
“Mary, 1234”
Dial “1234”

98. Callback List (2/2) Purpose: Assign Callback to Agent and Browse Steps
Select Split
Choose callback(s) and assign (if multiple, evenly distributed)
Agent dials and closes the callback

99. Abandoned Call List Purpose: Assign Abandoned Call to Agent and Browse
Steps
Select Split
Choose abandoned call(s) and assign (if multiple, evenly distributed)
Agent dials and closes the abandoned call

100. Completion Code History
Purpose: Browse Completion Codes

101. Supervisor Work History
Purpose: Browse Supervisor Work
Date
IP address
Activity details

102. System Overview Purpose: Real-Time System Monitor # Wait calls
Answer ratio
Service level
# Logged-in Agents
Longest ACD wait time (today)
# Wait calls by split (current)
# Answered/Abandoned calls by split (today)
Answer ratio/service level by split (today)

103. Agent Monitoring Purpose: Real-Time Agent Monitor Forced Status Change
Forced Log In/Out for Phone-only Agent
# Agent per Status
Current Agent Status
Daily Agent Time Summary
The following Supervisor pages are covered in Intermediate Course (PART II)
Messaging
Callback List
Abandoned Call List
Completion Code History
Supervisor Work History

104. RAD (Recorded Announcement Device)

105. ACD RAD How To Start Menus From the Start Menu,
Double-click the desktop icon
Menus

106. RAD Settings (1/2) Switch (PBX) RAD Log MCP IP (MMC 830)
Link ID (MMC 820)
Availability
RAD
ACD Server IP
Folder location for message files (.mp3 or .wav)
Log
Log Level: 0 (NONE) – 5 (ALL)
Max log file size
Automatic log file removal interval
Folder location for log files

107. RAD Settings (2/2) Prompt Setting
Message ID: Greet Message for CLI/DID routing
Queue ID: Wait Comfort message per split
(1)
(2)
Register Message ID
or Split ID
Register message file(s)
(mp3 or wav) to each
Message ID or Split ID

108. Running RAD Check List MMC 225, 601, 701, 820, 830, 831, 841, 857
ACD Supervisor: Port Assignments, CLI/DID Routing (Message ID), Split Definitions (Queue ID)
Valid ACD License with non-zero RAD ports
Availability: ACD Server and IVR ports

109. Exercise 4: RAD Steps Check
Register ports, 3 splits, 1 PC agent per split
Assign Agents to multiple splits
Configure 5 CLI/DID routing rules with different Message ID and destination (Agent or Split)
Configure RAD with 5 Message ID’s and 3 Queue ID’s
Run ACD with RAD
3 PC Agents log in
Check
Server routes the call to split/agent as configured
Caller hears RAD greet message as configured
Caller hears RAD wait comfort message as configured
Supervisor >> System Overview
Supervisor >> Agent Monitoring

110. SEE YOU IN INTERMEDIATE