Organizing The Call Center Staff; Describing The System Components; Call Processor; Digital Voice Announcer - Comdial DXP Plus Manual

GCA70-271

Organizing The Call Center Staff

An ACD center requires specialized personnel. If the department is large enough, an effective ACD staff
will consist of the following personnel:
•
System Manager,
•
Group Supervisors,
•
Telephone Agents.
The System Manager is directly responsible for the day-to-day operation and maintenance of the ACD
center. In smaller systems, the System Manager's task may be combined with the Group Supervisor's
responsibilities. The System Manager can monitor the overall performance of the ACD center and has
several responsibilities including the following items:
•
control of systems configuration, such as the number of groups and overflow between groups,
•
effectively balance the staffing of the ACD center according to the traffic demands of the various
groups.
The Group Supervisor is directly responsible for the following responsibilities:
•
Move, add and delete Agents required for the ACD center.
•
the telephone service provided by Agents in their respective groups,
•
monitoring the activity of the Agents,
•
evaluating the performance of the Agents,
•
providing assistance on calls beyond the capability or training of the Agents.
The Telephone Agent is often referred to as a Customer Service Representative (CSR) and is mainly
responsible for a particular group of telephone lines or a certain type of call; however, the system allows
assignment of multiple group agents that are a part of more than one group.

Describing The System Components

NOTE:You can ensure continuous QuickQ operation by adding an uninterruptable power
source to both the digital voice announcer and central call processor, and an optional
battery backup assembly to the DXP digital communications system.

Call Processor

The call processor is the brain of the QuickQ. It consists of the QuickQ software and a personal computer.
The call processor monitors and controls all activities within the boundaries of the ACD.

Digital Voice Announcer

The Digital Voice Announcer (DVA) is a stand-alone voice processing system designed to directly
interface with the DXP digital communications system. It provides storage for up to 16 digitized voice
announcements for playback under control of the central call processing unit. In a busy call center when
all Agents are busy, the DVA intercepts incoming calls and plays prerecorded voice announcements.

Telephone Extensions

The Agent's and Supervisor's stations are typical DXP proprietary telephones (12 or 24 Button
Display Sets).
Introducing The QuickQ System
Introducing The QuickQ System 1-3