Mitel SX-200 Practices page 825

4
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CONFIGURING AN ACD SYSTEM
4.1 The communications manager planning the installation of an
ACD T&!MA/WETER
system may find that the information in this section of the practice can help in
determining the final system configuration. Since thorough planning can ensure
maximum performance from the ACD system, the following guidelines have been
developed to help define the customer requirements.
Incoming Calls
4.2
As the most critical element of an ACD system is the timely handling of incoming
calls, the communications manager must first consider the level of traffic that the
system will be receiving and determine the types of calls and any trunking details that
could influence the importance of the call. For example, long distance charges can
be kept to a minimum by assigning these calls to high priority paths. The following
questions serve as examples of those areas to be addressed when categorizing the
ACD callers:
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Are service departments involved?
9 What traffic is anticipated for each department?
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What priority is given to service calls?
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Do any service departments require a customer complaint area?
0 Is there local service only or service to out-of-town clients?
. Will there be revenue generating calls? Unless the company holds a monopoly on
service, these callers should be highlighted for priority paths. Are there general in-
formation calls?
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Will agents receive long distance calls...collect?
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Does the company offer INWATS, foreign exchange, or any specialized trunking?
Grouping the Agents
4.3 Using the caller information collected above, begin grouping the agents. Use the
following questions and comments as a guide:
* Are any agents capable of handling various types of calls? For example, will any
agents be common to more than one service department?
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Which type of calls will this group specialize in? List the types of calls this group
could handle as an overflow point.
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Which groups will require a wrap up time?
9109-096-62O-NA Issue 1
Revision 0 620 4-l