Mycalls Call Centre; Mycalls Agent Control; Sv9100 Programming - NEC Univerge SV9100 Installation Manual

MyCalls Call Centre

MyCalls Call Centre provides real time monitoring of an SV9100 running ACD. ACD works on a
concept on agents logging into ACD groups to take calls. The longest waiting call in an ACD group is
delivered to the agent that has been idle to longest. MyCalls Call Centre can show in real time the
status of ACD queues and agents. Detailed reports can be produced on agent and ACD group
performance. Furthermore ACD can be enhanced be the use of Skill Based Routing, this allows
agents to be given a skill level within an ACD group. Calls will then be presented to an available
agent with the highest skill set.

MyCalls Agent Control

MyCalls Agent Control provides a major enhancement to MyCalls Call Centre. With agent control,
you can use the MyCalls application to login to ACD to take calls. Unavailable codes can be setup so
that when an agent will not be taking calls, they can specify a reason why. Completion codes can
also be used to specify the nature of a call. An ACD supervisor will have the ability to control the
status of multiple agents. In addition to the MyCalls Call Centre Reports, there are additional
reporting features available in MyCalls Agent Control. When the Skill based routing feature is used
on the SV9100, Agent control can be used to manage skill sets on the SV9100.
This manual is intended to give an installer with an understanding of MyCalls and SV9100 ACD the
ability to install and configure MyCalls Call Centre.

SV9100 Programming

The SV9100 should be programmed for ACD in order for MyCalls Call Centre to work refer to the
ACD Installation manual for further details. MyCalls will require the following item set in accordance
with the existing ACD and MyCalls programming.
Wizards / Advanced Items / ACD (Automatic Call Distribution) / ACD Agent Setup / ACD Login Code.
Set the number of digits an agent should enter to logon to ACD. This agent ID is used by MyCalls to
identify the agent and does not have to match the extension number. The idea is where ever you
logon using your agent ID, your call statistics will always be assigned to you.
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