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Proximus Forum 500 User Manual

Automatic call distribution forum acd
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Summary of Contents for Proximus Forum 500

  • Page 1 Forum™ 500 Forum™ 5000 Automatic Call Distribution Forum ACD Commissioning Manual User Guide...
  • Page 2 Welcome to Proximus Thank you for choosing a Proximus product that stands for the best in quality matched with high design standards. Forum ACD The following operating instructions will assist you in using the “Forum ACD” application and answer most of the questions that may arise. If you need any extra information or support, the first people to ask are your system administrator or retailer.

  • Page 3: Table Of Contents

    Contents Forum ACD......... . .5 ACD Terms .
  • Page 4 Configure Statistic..........35 Call List Configuration .
  • Page 5 Logging out of Application ........69 Closing Application.
  • Page 6 Appendix ......... 102 Environmental Information.

  • Page 7: Forum Acd

    Forum ACD “Forum ACD” is an application for automatically distributing calls. It is integrated into the Forum 500 / Forum 5000 communications system and can be activated via licence. Use this application to ensure the employees of your company can be reached optimally.
  • Page 8 ACD Terms – When telephoning, the agent's status is “busy”. – After the agent finishes the call, he/she remains blocked for a certain time (“wrap-up time”). This time can be used to wrap up the call. – Furthermore, an agent can have a “pause” status temporarily. The agent receives no calls during this time.

  • Page 9: Licences

    25 ACD groups with one call number respectively ● 3 Agents ● 1 Supervisor/Info Terminal Forum 500(0) ACD license advanced Licence with full range of ACD func- tions (excepting the long-term statistic): ● 25 ACD groups with up to 3 call numbers respectively ●...

  • Page 10: Features

    ACD solution suited to your company. Some of the features referred to in the following require a licence: : “Forum 500(0) ACD license advanced” licence required : “Forum 500(0) ACD external statistics license” licence required Call distribution ● You can configure multiple ACD groups with their own respective call number.
  • Page 11 Features – when call comes in, – during wait time, – before caller is connected with an agent, – when the call is cleared by the ACD system after too long wait time. ● Calls can be forwarded to a defined destination: –...
  • Page 12 ® longer period of time. Data can be analysed using Microsoft Excel (or a similar application) or a tool provided by Proximus. ● The communications systems Forum 5004/5008/5012 and Forum 5500 can collect all connections of an ACD group in a call list. The call list contains detailed information on every connection, e.

  • Page 13: Scope Of Delivery

    “Forum ACD” application, ● the “Forum ACD” guide (PDF file on the Forum 500 / Forum 5000 product CD). About this Guide This guide is for the various user groups of the “Forum ACD” application: system administrators, supervisors and agents.
  • Page 14 About this Guide The online help and the guides are on the product CD of the Forum 500 / Forum 5000 communications system. Forum ACD...

  • Page 15: Acd System Configuration

    Logging into Web Console ACD System Configuration This chapter is for the system administrator of the Forum 500 / Forum 5000 communications system. The following description requires that the system terminals used by the ACD system agents are connected to the Forum 500 / Forum 5000 communications system.

  • Page 16: Configuring User Groups For The Acd Application

    Configuring User Groups for the ACD Application Configuring User Groups for the ACD Application It is advisable to configure one or more user groups for the users of the ACD systems (supervisor and agents). Multiple user groups are, e.g. advisable if you are using the multi-company variant.

  • Page 17: Authorisations For The Acd Agents

    Configuring User Groups for the ACD Application ● Forum ACD Agent: The user group has access to the ACD agent appli- cation (see the chapter entitled Operation by Agents starting on page 75). This application is part of the “Forum CTI” application. This authorisation also enables agents not assigned a system telephone to use the ACD func- tions (log-in/log-out, activate pause, terminate wrap-up time).

  • Page 18: Configuring Acd Groups

    Configuring ACD Groups Configuring ACD Groups You can configure an ACD group for various tasks (e.g. customer service, sales). An ACD group can be reached via one or multiple call numbers. Each ACD group has extensive configuration parameters for individually controlling call distribution.

  • Page 19: Configuring Acd Group Call Numbers

    The two following settings are only available with a “Forum 500(0) ACD license advanced” licence. The two settings are for calls who receive preferential pick-up treatment. They are placed in the top call queue positions and allocated to available agents with higher priority.

  • Page 20: Configuring Selective Call Forwarding For Vip And Super Vip Callers

    Configuring ACD Groups Configuring selective call forwarding for VIP and Super VIP callers Alternatively, VIP and Super VIP callers can be identified by their own call numbers and allocated to available agents. The settings described as follows are configured in the Telephony > Lists > Selective call forwarding menu.

  • Page 21: Setting Up Call Filters For Acd Calls

    Configuring ACD Groups – If you have activated the E.164 conversion feature, this is where you have to enter the call number of the caller, including the reseizure code and international prefix (example: 000493061041234). This feature is configured when you configure the bundle configuration or when you configure an SIP line.
  • Page 22 Configuring ACD Groups 2. Name: Enter a name for the new call filter list. 3. From the selection list Action, select the item Call forwarding. 4. Phone No.: Enter the call number of the ACD group that has to receive the calls.

  • Page 23: Configuring Call Distribution

    Configuring ACD Groups Configuring Call Distribution Incoming calls are automatically forwarded to logged in agents. Call distribution regulates which agent receives the next call. The distribution strategy for distributing calls to agents can be configured for each ACD group. a) These settings have to do with logging out of agents (refer to the chapter entitled Configuring Agent Log-out starting on page 30).
  • Page 24 ● Time for call connection by agent (0=no timeout): This setting is only available with a “Forum 500(0) ACD license advanced” licence. You can prescribe a time span within which an agent must pick up the allocated call. If the call is not picked up during this time span, the call is retrieved and allocated to another agent.

  • Page 25: Configuring Call Queue

    ● Faster assignment to agent: This setting is only available with a “Forum 500(0) ACD license advanced” licence. If this option is activated, a call is also allocated to an available agent even if a caller is listening to a de-escalation announcement.

  • Page 26: Call-Queue Size

    Information on call processing when wait times are long ● A call which has been parked in the call queue for one hour is automati- cally cleared by the system with a “Forum 500(0) ACD license” licence. The caller receives a busy signal. ●...
  • Page 27 ACD groups. The two following settings are only available with a “Forum 500(0) ACD license advanced” licence. This is how you define at what fill level the call queue display is colour highlighted in the supervisor application. The reference value is the respective value which you defined as the maximum size of the call queue.

  • Page 28: Examples For The Dynamic Call-Queue Size

    20) Note: Paused agents can only be taken into account with a “Forum 500(0) ACD license advanced” license. Example 2 The minimum value defined for the call queue is “3”. The dynamic adaptation percentage is “100%”.

  • Page 29: Alerting Times Before Call Pickup

    Configuring ACD Groups Alerting Times before Call Pickup You can individually configure the alerting times before a call is processed by the “Forum ACD” application. The settings described as follows are configured in the Applications > Forum ACD > Groups menu. ●...

  • Page 30: Call Queue Status Signalling

    Call Queue Status Signalling The Forum 500 / Forum 5000 communications system can control external relays, e. g. to display system status information. The required actions are set up in the menu Telephony > Extended > Remote switching.

  • Page 31: Call Forwarding Of Acd Calls

    Call Forwarding of ACD Calls You can define the conditions for calls to be automatically forwarded with a “Forum 500(0) ACD license advanced” licence. The settings described as follows are configured in the Applications > Forum ACD > Groups menu.

  • Page 32: Regarding Calls Incoming Outside Service Times

    Configuring Agent Log-out You can define the conditions for agents being automatically logged out of an ACD group with a “Forum 500(0) ACD license advanced” licence, agents must either log themselves out (refer to the chapter entitled Operation by Agents starting on page 75) or the supervisor takes over this task (refer to the chapter entitled Configuring Agents starting on page 61).

  • Page 33: Logging Out When The Acd Group Is Closed

    Configuring ACD Groups ● No reaction: Accept this default if you do not wish a system reaction. ● Agent logout: Select this option to log out the agent. Note: If an agent is member of multiple SCD groups, he/she will be logged out from all ACD groups which have this function acti- vated.

  • Page 34: Define Service Times

    You can define service times for each ACD group when the group can be reached. This is done by configuring a time group profile based on the time groups configured in the Forum 500 / Forum 5000 communications system. Then assign the time group profile to the ACD group. This makes ACD group time control independent of the normal time control (e.g.

  • Page 35: Configuring Supervisor Terminal

    Configuring ACD Groups 3. Select the desired profile from the Time group profile list. 4. Activate the Time group [x] open option for the time groups where the ACD group is to be opened. This allows you to add to or alter the param- eters of the time group profile: –...
  • Page 36 Configuring ACD Groups a) This setting is only available with a “Forum 500(0) ACD external statistics license” licence. ● Sort agents by: On the Supervisor Terminal, the agents of all ACD groups and their respective status is displayed. Using this setting, you can select the sorting criteria for the agents: Agent's name (option Name, this is the default setting), agent's internal number (option Phone No.) or call priority...

  • Page 37: Configure Statistic

    ACD groups (so called “agents statistic”). Note: Statistic configuration is only possible if you have purchased the long-time statistic license (“Forum 500(0) ACD external statistics license”). a) These settings are only available on the communications systems Forum 5004/5008/5012 and Forum 5500. ●...
  • Page 38 Configuring ACD Groups interval would be, e. g. 60 minutes. If you apply the default setting of “0 minutes”, no statistic is stored for the ACD group. The long-time statistic file can be saved via the Supervisor Terminal for processing the data with external applications. Further information on content and evaluation of long-time statistics can be found in chapter Long-time Statistic starting on page 76.

  • Page 39: Call List Configuration

    Content of the Call List File starting on page 87. Note: Call list configuration is only possible if you have purchased the “Forum 500(0) ACD license advanced” license. a) These settings are only available on the communications systems Forum 5004/5008/5012 and Forum 5500.

  • Page 40: Multi-Company Variant

    Configuring Agents Note: As a prerequisite for sending the call list to the specified e-mail addresses, an e-mail account for messages needs to be set up in the menu Network > E-Mail. Multi-company Variant The “Forum ACD” application can also be operated in a group of companies (application “Multi-company variant”).
  • Page 41 Configuring Agents Configuration dialogue: ACD agent; a) These settings are only available with a “Forum 500(0) ACD license advanced” licence. 2. Enter the configuration data for this agent. 3. Confirm your settings with Apply. The following data can be entered into the configuration dialogue: ●...

  • Page 42: Information On Agent Terminals

    Agent 1 – Group 1, Agent 1 – Group 2). The two following settings are only available with a “Forum 500(0) ACD license advanced” licence. ● Priority: Agents can be sorted according to priority. A priority 2 agent only has ACD calls allocated when all priority 1 agents are busy.

  • Page 43: Information On Potential Error Cases

    Configuring Agents Information on Potential Error Cases ● Terminals which report being defective are no longer considered for call distribution by the ACD system. ● If an agent call number has been assigned to multiple terminals and the last of these terminals reports being defective, a pause is automatically activated for the agent.
  • Page 44 Configuring Agents If the agent is member of multiple ACD groups, you can configure a group key which the agent can use to log into and log out from all ACD groups with one key click. The LED of the key is lit when the agent is logged out from all ACD groups.
  • Page 45 Configuring Agents Display for an “ACD” menu key on the Forum Phone 536 All function keys can be configured on the system telephone or on the web console. ACD System Configuration...

  • Page 46: Programming Function Keys On System Terminal

    Configuring Agents Programming Function Keys on System Terminal Function keys are programmed on the system terminal via the main menu. 1 ACD pause: Configure a separate “ACD Pause” function key via this menu entry. 2 ACD group: Configure a separate “ACD Group” function key via this menu entry.

  • Page 47: Programming Function Keys Via The Web Console

    Configuring Agents Programming Function Keys via the Web Console Function keys are programmed in the Telephony > Devices > System phones menu. ● ACD Menu: Configure an “ACD” menu key via this option. ● Group: Configure a separate “ACD Group” function key via this option. ●...

  • Page 48: Tele-Secretary

    Configuring Announcements and Music on Hold Tele-Secretary When allocated to the agent, the call-forwarding history of a call remains recorded. This facilitates establishing a tele-secretary. This configuration is suited for, e.g. for operating an ACD system in a group of companies (application “Multi-company variant”).

  • Page 49: File Formats For Announcements

    Caller in call queue at timeout (only system after too long wait time available with a “Forum 500(0) ACD license advanced” licence) Announcements are recorded in the Applications > Forum ACD > Audio menu or loaded into the system from an external data storage medium.
  • Page 50 Configuring Announcements and Music on Hold Required file formats: *.711 (*.kdp) and *.726 (*.kda) The file formats supported and memory requirements of an audio file depend on the type of your communications system: System File format Memory requirements (archive format) for 10 second duration Forum 525/526 *.711 (*.kdp)

  • Page 51: Recording Announcements

    Configuring Announcements and Music on Hold Recording Announcements You can record announcements via a system telephone or a DECT system terminal. 1. Select the telephone on the Audio status page from which you wish to record the text. The picklist shows all telephones assigned to you as a user. If these are multiple telephones, select the one nearest to you.

  • Page 52: Loading Announcements

    Configuring Announcements and Music on Hold Tip: You can improve the recording quality (e.g. when there is back- ground noise in the room) by switching off the handsfree oper- ation of the telephone. Pick up the handset to do so on a system telephone, or press the handset key longer than 2 seconds.

  • Page 53: Assigning Announcements To Acd Groups

    You assign the announcements to the ACD group in the Applications > Forum ACD > Groups menu, Announcements section. a) This announcement is only available with a “Forum 500(0) ACD license advanced” licence. The picklists offer all announcements you have created in the Applications > Forum ACD > Audio menu.
  • Page 54 – The caller's call-queue position corresponds to a value less than the percentage you define with the Percentage for display yellow setting with a “Forum 500(0) ACD license advanced” licence (see page page 23). ● De-escalation announcement yellow: This announcement is played when the caller is positioned in the yellow range of the call queue.
  • Page 55 Configuring Announcements and Music on Hold Intervals for playing de-escalation announcements You can define intervals at which the de-escalation announcements are played. a) This setting is only available with a “Forum 500(0) ACD license advanced” licence. ● Interval for de-escalation announcement: The de-escalation announce- ments are played in the interval configured (default: “0 seconds”).

  • Page 56: Configuring Voice Channels For Announcements

    Configuring Voice Channels for Announcements An ACD voice announcement seizes an available voice channel of the Forum 500 / Forum 5000 communications system. The total number of available channels depends on your communications system product variant (refer to the chapter entitled Technical Data starting on page 85).

  • Page 57: Configuring Music On Hold

    Music on hold can be played when a call is parked in the call queue. You have to load a file for this “Music on hold” in the System > Components menu. The Forum 500 / Forum 5000 communications system product CD offers suitable files. You can either use these files or suitable music-on-hold files.

  • Page 58: File Formats For Music On Hold

    Configuring Announcements and Music on Hold Please observe the information in the chapter entitled Information and Tips on ACD Announcements and Music on Hold starting on page 57 also. File Formats for Music on Hold The file formats supported for music on hold are *.wav and *.mp3. ●...

  • Page 59: Information And Tips On Acd Announcements And Music On Hold

    Configuring Announcements and Music on Hold Information and Tips on ACD Announcements and Music on Hold ● The “Forum ACD” application shares the voice channels for announce- ments with the “Forum Auto Attendant” and “Forum Voicemail” applica- tions. For existing connections, the channels still available are dynamically distributed to the “Forum ACD”, “Forum Auto Attendant”...

  • Page 60: Installing And Deinstalling The Kda Manager

    The following guide is for the Proximus service technician. There are multiple language versions of the KDA Manager program package on the product CD of the Forum 500 / Forum 5000 communications system in the …\Forum directory. Installing the KDA Manager 1.

  • Page 61: Application For The Supervisor

    Starting Application Application for the Supervisor This chapter describes how the supervisor can manage and control ACD groups. The “Forum ACD SV” application is available to the supervisor for this task. The application offers 2 different terminal views: ● The Supervisor Terminal enables the supervisor to manage the ACD groups and, if necessary, to change the group configuration and agent status (see page 61).
  • Page 62 Starting Application Access via the web console 1. In the address line of the web browser, enter: “http://<ip-adr>”. The character string “<ip-adr>” represents the IP address of the communi- cations system on your LAN. You can also use the host name of the communications system instead of the IP address.

  • Page 63: Supervisor Terminal Display

    Supervisor Terminal Display Supervisor Terminal Display Supervisor Terminal Explaining supervisor terminal display Application menu bar (see page 64) ACD group display with name and call numbers (Standard and – if configured – VIP / Super VIP) (see page 65) Display of agents (with call number and name) as well as display of agent status (see page 62) ACD group status...

  • Page 64: Info Terminal Display

    Info Terminal Display Info Terminal Display Info Terminal Explaining info terminal display Application menu bar (see page 64) Current call-queue status of ACD group (see page 63) Current service level (see page 64) Display of ACD Group Agents and of Agent Status Agents and their current status are displayed for each ACD group.

  • Page 65: Call Queue Display

    VIP and Super VIP callers are only available with a “Forum 500(0) ACD license advanced” licence. The call numbers for these callers are configured for each ACD group by the system adminis- trator.

  • Page 66: Service Level Display

    Application Menu Bar Colours indicate the fill level of the call queue. The colour of the call queue display changes from green to yellow or red when the number of callers in the call queue reaches a critical amount. Service Level Display The service level provides information on call-processing quality.

  • Page 67: Operating Supervisor Application

    Operating Supervisor Application Menu command Function Logout Log out of application Exit Closing application Operating Supervisor Application Showing/Hiding ACD Groups You can show/hide group display when multiple ACD groups are configured. This function is available on both the Supervisor and Info Terminals. Each ACD group displays a slide-out bar labelled with the group's name and call number.

  • Page 68: Opening And Closing Acd Group

    – automatic: The status of the ACD group is switched via time control, e.g. in accordance with the service times defined for the group. Time control is only available with a “Forum 500(0) ACD license advanced” licence and is configured by the system administrator when configuring the ACD group.

  • Page 69: Configuring Agents

    ● The system offers a function for automatically logging out agents with a “Forum 500(0) ACD license advanced” licence. This function is activated by the system administrator when configuring ACD groups via the Logoff all agents if group closed setting.

  • Page 70: Configuring Supervisor Terminal Display

    Operating Supervisor Application trator defined for all ACD group agents. As soon as you have defined an individual wrap-up time for an agent this remains even when the prescribed (ACD group) wrap-up time is changed. To save the settings, click on the Apply button. Information on configuring agents ●...

  • Page 71: Configuring Info Terminal Display

    Logging out of Application ● Call queue: shows the call queue ● Statistic 1: Real-time statistic displayed as bar diagram ● Statistic 2: shows the statistic of the chronological progression (history) as a bar diagram ● Statistic 3: Displaying additional statistical values ●...

  • Page 72: Closing Application

    Closing Application Closing Application To close the “Forum ACD SV” application click on the Exit command in the menu bar. The application window is closed. Application for the Supervisor...

  • Page 73: Statistic

    ACD group agents can be analysed (so called “agents statistic”). Analysing single agents' statistics is only possible: ● if the “Forum 500(0) ACD license advanced” license was purchased for the ACD application ● and if the system administrator has enabled the Show agents statistic setting for the ACD group.

  • Page 74: Real-Time Statistic (Bar Graph)

    Supervisor Terminal Statistic Display Real-time Statistic (Bar Graph) The real-time statistic shows the absolute number of calls which came in within the window of time which was defined for the ACD group. The calls are displayed graphically as a bar. ●...

  • Page 75: Other Statistic

    Supervisor Terminal Statistic Display When the window of time is 30 minutes one bar represents a time segment of 3 minutes. The time segment last evaluated is always at the far right of the diagram. Other Statistic The following statistic values are additionally issued in a separate view. The time values are displayed in minutes/seconds and separated by single and double quotes.

  • Page 76: Real-Time Statistic For Acd Agents

    Supervisor Terminal Statistic Display The service level can also be displayed as a bar diagram (refer to the chapter entitled Configuring Supervisor Terminal Display starting on page 62). ● Average waiting time: This average value provides information on how long a call is parked in the call queue on average. ●...
  • Page 77 Supervisor Terminal Statistic Display Example: The average waiting time for the ACD group is 10 seconds. The average waiting time for the agent is 14 seconds. The waiting time recorded for this agent is 140% of the average ACD group waiting time. ●...

  • Page 78: Long-Time Statistic

    The data are stored in separate *.csv files (Comma Separated Value) per ACD group (goup statistic) and per ACD agent (agents statistic). Licence conditions A separate “Forum 500(0) ACD external statistics license” licence is required for long-time statistics (refer to the chapter entitled Licences starting on page 7 also).

  • Page 79: Saving Or Deleting Long-Time Statistic File

    Long-time Statistic If the maximum memory level is reached, no further records are stored. When the long-time statistic memory reaches 80%, system messages are generated: ● A system warning is displayed in the Configurator of the communications system. ● On the Supervisor Terminal, the adjacent icon is displayed. Click this icon to display the system warning.

  • Page 80: Saving Long-Time Statistic Tool

    Microsoft Excel (or a similar programme) or using a tool provided by Proximus (see page 79). This tool is provided as a ZIP file. 1. To load the evaluation tool for the long-time statistic, click on the Configu- ration command in the menu bar of the Supervisor Terminal.

  • Page 81: Operating Long-Time Statistic Tool

    Long-time Statistic Operating Long-time Statistic Tool The long-time statistic tool offers evaluation of the statistics based on days, weeks or months via graphics and tables. The respectively current version can be downloaded in the configuration dialogue of the Supervisor Terminal (see page 78).
  • Page 82 Long-time Statistic 4. Chart Type: Select the desired display format for evaluation. 5. Start, Period: Select the start time from which the saved data are to be evaluated and the evaluation period. 6. Agent: Select the agent whose ACD long-time statistic you wish to compile (agents statistic).

  • Page 83: Content Of The Statistics Files

    Content of the Statistics Files Chart Group statistic Agents statistic Calls see page 82 – Logged in Agents Average number of – logged-in agents in the evaluated time interval Answered Calls see page 82 see page 85 Wait-Time see page 82 see page 85 Released Calls see page 83...

  • Page 84: Content Of The Long-Time Statistic File For Acd Groups

    Content of the Statistics Files Content of the Long-time Statistic File for ACD Groups (Group Statistic) Every statistic interval is issued in a separate table row. The interval is set up by the system administrator using the Interval for statistic (0=no statistic) setting.
  • Page 85 Content of the Statistics Files Table column Explanation Max-Wait-Time[s] Maximum value how long a call was parked in the call queue Connect-Time[s] Total duration of active connections which were registered during the defined interval. Examples: ● 2 calls each with 9 seconds; total duration: 18 seconds ●...
  • Page 86 Content of the Statistics Files Table column Explanation Wait until Rel.[s] Total duration of all waiting times before callers released their calls, collected during the set interval. Examples: ● 2 calls with 10 seconds waiting time each; total duration: 20 seconds ●...

  • Page 87: Content Of The Long-Time Statistic File For Acd Agents

    Content of the Statistics Files Content of the Long-time Statistic File for ACD Agents (Agents Statistic) The agents statistic can only be analysed with the Forum 5004/5008/5012 and Forum 5500 communications systems. For every statistic interval and agent a separate table row is issued. The interval is set up by the system administrator using the Interval for statistic (0=no statistic) setting.
  • Page 88 Content of the Statistics Files Column Explanation Connect-Time[s] Total duration of all active connec- tions to this agent, collected during the set interval. Examples: ● 2 calls with 9 seconds each; total duration: 18 seconds ● 3 calls with 9 seconds each; total duration: 27 seconds Alert-Time[s] Total duration of all alerting times...

  • Page 89: Content Of The Call List File

    Content of the Statistics Files Content of the Call List File The call list can only be analysed with the Forum 5004/5008/5012 and Forum 5500 communications systems. Every call is issued in a separate table row. The call list file contains the following data: Column Explanation Date[yyyymmdd]...

  • Page 90: Information On The Statistic Values Recorded

    Information on the Statistic Values Recorded Information on the Statistic Values Recorded ● The Minimum alerting time set by the system administrator is added to the wait time in the ACD statistic. This raises the Average waiting time statistical value: ●...

  • Page 91: Operation By Agents

    Operation by Agents This chapter is for the agents. It describes how agents operate the application “Forum ACD”. You can change your status as an ACD group agent. You can be assigned to multiple ACD groups as an agent. The following table provides an overview of your possible status and how it affects the ACD groups: Status Significance...

  • Page 92: Terminal Operation

    Terminal Operation ● The time span available to you for wrapping up is defined by the system administrator when configuring the ACD group. The supervisor can change this specification for you individually. Contact your system administrator if you have any questions regarding wrap-up time. ●...

  • Page 93: Display

    Terminal Operation Display Display on the Forum Phone 536 Explanation of display Name / call number of caller and call number of the ACD group. If the ACD group call number is assigned to a user, the user name is displayed.
  • Page 94 Terminal Operation Display on the Forum Phone 526 Explanation of display Name / call number of caller and call number of the ACD group. If the ACD group call number is assigned to a user, the user name is displayed. Name of ACD group through which the call is coming Caller priority: VIP = VIP caller or S-VIP = Super VIP caller...
  • Page 95 Terminal Operation Display on the Forum Phone 516 Explanation of display Name / call number of caller and call number of the ACD group. If the ACD group call number is assigned to a user, the user name is displayed. Name of ACD group through which the call is coming Operation by Agents...

  • Page 96: Acd Function Keys

    Terminal Operation ACD Function Keys The system administrator can configure function keys on your terminal for operating ACD functions. Separate Function Keys The various ACD functions can be programmed to separate keys by the system administrator. Display for separate ACD function keys on the Forum Phone 536 “ACD group”...
  • Page 97 Terminal Operation Log-in / Log-out: Press the function key to log in or out of all groups. The key LED displays your log-in status: Key LED is off: You are logged into all groups. Key LED is lit: You are logged out from all groups. “ACD pause”...

  • Page 98: Acd" Menu Key

    Terminal Operation “ACD” Menu Key The system administrator can also program an “ACD” menu key. This key opens a Display menu which shows the individual ACD functions. Display for an “ACD” menu key on the Forum Phone 536 Press the ACD function key, then select ... 1 ACD pause: Press the OK key.

  • Page 99: Code Procedures

    Operating the “Forum CTI” Application Code Procedures The following ACD functions can be controlled by the ACD agents by means of code procedures on all terminal types (system phones, IP and SIP system phones, DECT phones, analogue terminals). Function Code procedure * 4 7 1 1 log on to all ACD groups * 4 7 1 0...
  • Page 100 Operating the “Forum CTI” Application 3. Keep me logged in: When you activate this option, you stay logged in for the next 14 days, even when you terminate the application. When you re- start the application, there is no log-in. 4.

  • Page 101: Screen Display

    Operating the “Forum CTI” Application Screen Display The Forum ACD Agent register displays the ACD groups which you are assigned to via the currently selected telephone as an agent. The following information is shown per group: ● Logged out or Logged in: Displays whether you are logged in to the group or not.

  • Page 102: Switching Pause On / Off

    Operating the “Forum CTI” Application Switching Pause On / Off If you are not getting calls from the call queue temporarily (e.g. because you require more wrap-up time for post-processing the last call), you can activate a pause. If you are an agent in several ACD groups, the pause applies to all ACD groups you are a member of.
  • Page 103 Operating the “Forum CTI” Application Deleting list entries Every agent of the ACD group can delete single entries from the list or the entire list. 1. To delete an entry, click on the Delete entry icon in the appropriate table row.

  • Page 104: Appendix

    Environmental Information Appendix Environmental Information ● The equipment that you bought has required the extraction and use of natural resources for its production. It may contain hazardous substances for the health and the environment. ● In order to avoid the dissemination of those substances in our environment and to diminish the pressure on the natural resources, we encourage you to use the appropriate take-back systems.

  • Page 105: Technical Data

    Technical Data Technical Data Number of ACD groups Forum 500(0) ACD license Forum 500(0) ACD license advanced 25 Number of call numbers per ACD group Forum 500(0) ACD license Forum 500(0) ACD license advanced 3 ● Standard call number ●...
  • Page 106 Forum 550/560: 200 ● Forum 523/524: 50 ● Forum 5004/5008/5012: 200 ● Forum 5500: 200 Call forwarding of ACD calls can be yes, with “Forum 500(0) configured ACD license advanced” licence Logging out agents ● manual ● automatic (available with “Forum 500(0) ACD license advanced”...
  • Page 107 Technical Data Service times can be defined per ACD yes, with “Forum 500(0) group ACD license advanced” licence Available time group profiles: ● Forum 525/526: 3 ● Forum 550/560: 3 ● Forum 523/524: 3 ● Forum 5004/5008/5012: 10 ● Forum 5500: 10...
  • Page 108 Number of voice channels ● Forum 525/526: 6 (simultaneously useable) ● Forum 550/560: 4 ● Forum 523/524: 8 ● Forum 5004/5008/5012: 20 ● Forum 5500: 20 ● Statistic Real-time statistic ● Long-time statistic (available with “Forum 500(0) ACD external statistics license” licence) Appendix...
  • Page 109 Technical Data Max. memory (records) for real-time ● Forum 525/526: statistic 300 records ● Forum 550/560: 4,000 records ● Forum 523/524: 400 records ● Forum 5004/5008/5012: 4,000 records ● Forum 5500: 4,000 records Max. memory (records) for long-time ● Forum 525/526: statistic (group statistic) 39 KB (500 records) ●...

  • Page 110: Licence-Dependent Configuration Settings

    The following tables provide an overview of the settings available depending on the licence purchased. Configuration of Groups Settings in the Configurator, menu Applications > Forum ACD > Groups. Forum 500(0) ACD license Forum 500(0) ACD license advanced Name Name Phone No.
  • Page 111 Licence-dependent Configuration Settings Forum 500(0) ACD license Forum 500(0) ACD license advanced Percentage for display yellow Percentage for display red Remote switching Action by entering Remote switching Action by leaving Reaction at full Reaction at timeout Time to timeout (0=no timeout)
  • Page 112 Statistic Note: Access to the statistic settings (except call list settings) requires a “Forum 500(0) ACD external statistics license” license. Interval for statistic (0=no statistic) Interval for statistic (0=no statistic) Save agents statistic Save agents statistic...

  • Page 113: Configuration Of Agents

    Licence-dependent Configuration Settings Configuration of Agents Settings in the Configurator, menu Applications > Forum ACD > Agents. Forum 500(0) ACD license Forum 500(0) ACD license advanced Phone No. Phone No. Name Name Group Group Priority Threshold Appendix...

  • Page 114: Terminals Supported By The Acd Application

    Licence-dependent Configuration Settings Terminals Supported by the ACD Application Terminal type Models System phones: ● Forum Phone 515 / Forum Phone 525 / Forum Phone 535 ● Forum Phone 520 / Forum Phone 530 ● Forum Phone 516 / Forum Phone 526 / Forum Phone 536 ●...

  • Page 115: Overview Of The Features At The Terminals

    Licence-dependent Configuration Settings Overview of the Features at the Terminals Feature Terminals Call signalling priority (normal caller, ● System phones: yes (exception: VIP caller, super VIP caller) not on Forum Phone 515 / Forum Phone 516) ● IP system phones: yes ●...
  • Page 116 Licence-dependent Configuration Settings Feature Terminals End wrap-up by picking up the ● System phones: yes receiver and putting it down again ● IP system phones: yes ● SIP system phones: no ● DECT phones: yes ● analogue phones: yes ● SIP phones: no ●...

  • Page 117: Index

    Index Beep for agents at first caller in explanation 5 queue 28 , 94 ACD function keys 41 ACD group configuration dialogue (basic Call distribution operation) 16 configuring 21 explanation 5 features 8 name 16 Call filter 19 ACDTool.xlsm 79 Call forwarding of ACD calls 29 Administration Call list...
  • Page 118 De-escalation announcement Last agent logoff possible 31 configuring playback intervals 53 Licences 7 green 52 Logoff all agents if group closed 31 red 52 yellow 52 Long-time statistic Delete statistic after sending 36 explanation 6 guide 76 saving or deleting 77 saving tool 78 E-Mail address for call log 37 E-Mail address for statistic 36...
  • Page 119 long-time statistic (ACD , 82 groups) 77 Queue size depends on agents in other values 73 pause 25 real-time statistic 72 real-time statistic (ACD agents) 74 Reaction at full 25 , 29 real-time statistic (ACD Reaction at timeout 29 groups) 71 Reaction if group closed 30 supervisor terminal display 71 Reaction if no call connection by...
  • Page 120 Time group profiles creating 32 number 105 Time to de-escalation announcement 53 Time to timeout (0=no timeout) 29 User authorisations info terminal 64 issue 14 supervisor terminal 64 Voice channels 54 configuring 57 notes 57 Welcome if agent is busy 51 Welcome if agent is free 51 , 34 , Window time for Supervisor 21...
  • Page 121 Notes Notes Index...
  • Page 122 Notes Notes Index...

  • Page 123: Support

    Support You can contact our support on the following telephone numbers: For configuration changes of your Forum™ 500 or Forum™ 5000 communications system SMEs and residential Large companies customers in Dutch: 0800 22 500 0800 22 200 in French: 0800 33 500 0800 33 200 in German: 0800 44 500...
  • Page 124 For more information: ● Visit us in the Internet at www.proximus.be/pabx ● Contact your Proximus dealer Subject to changes Status 06.2017...

This manual is also suitable for:

Forum 5000

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