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6. Intercom - To talk to another agent:
Step 1
Go off-hook
7. Blind Transfer - To transfer a call to another agent: Note: If the station is busy, you may camp-on the call by hanging up.
Step 1
Flash
8. Supervised Transfer - To transfer a call to another agent:
Step 1
Flash
Note: If the station dialed is busy, you may camp-on the call by hanging up. If after conversing with the agent, it is decided that the transfer is
no longer required, simply ask the agent to hang up, and the call will be instantly reconnected.
9. Conference - To conference another agent into an established call:
Step 1
Flash
10. Outside Line - To gain access to an outside line:
Step 1
Go off-hook
11. Direct Trunk Access - To directly access a specific trunk:
Step 1
Go off-hook
12. Transfer Out of System - To produce a flash on the outside line, allowing agents to use Centrex or PABX 3-way calling or
transfer features external to the ACD-10:
Step 1
Flash
13. Camp-On - During a transfer if the station dialed is busy, you may camp-on the call by hanging up. If the station already has
two camped on calls or has been made unavailable, the call will immediately ring back.
E. RS-232 Call Statistics Output
The ACD-10 can output call statistics to a PC or serial printer through its RS-232 serial port. The ACD-10 logs the date of call, time
of call, line number of call, time the caller was on hold, agent that handled call, and type of call (see Call Type Codes below). The
ACD-10 features an internal clock/calendar that is used to date stamp each call record. After initial power-up, this internal clock must
be set (see Programming section K to set time and date).
DATE
09/07/01
10:22:16 AM
09/07/01
10:23:58 AM
09/07/01
10:24:45 AM
09/07/01
10:26:05 AM
10:27:01 AM
09/07/01
1. Call Type Codes
a. Completed Call
This call type represents the normal procedure for call distribution in which an incoming call is assigned to an agent, the agent and caller
converse, and the call ends when both caller and agent hang up. Notice that in the example call records above, the second to last call record
has no on-hold time listed. This indicates that the agent picked up the call before the ACD-10 answered (before the ring delay had been
met) so that no hold time was accumulated.
b. Abandoned Call
An abandoned call record is generated when a caller on hold in the ACD-10 system hangs up before an agent can get to the call. This sta-
tistic is particularly useful in determining staffing needs; a relatively large number of abandoned calls would indicate that there are not enough
agents to handle incoming calls in a timely fashion.
c. Transferred Call
This call type is produced when a call is transferred from one agent to another. The time that the caller has been on hold and the time the
first agent spent on the call are logged in this call record. Note that it is possible to determine which agent the call was transferred to by
looking for the next appearance of the same line number in subsequent call records. One or more lines down in the call records the line
number appears again, with the ON HOLD column blank, the new agent number indicated and the call type logged as COMPL. In this way
it is possible to trace a transferred call from start to finish.
d. Outbound Call
With this call type the ACD-10 logs the time and line number of outbound calls made by agents.
6.
Step 2
Enter agents station number (10-15)
Step 2
Enter agents station number (10-15)
Step 2
Enter agents station number (10-15)
Step 2
Wait for dialtone
Simulated Call Statistics Output
TIME
LINE
ON-HOLD
01
00:00:07
01
00:00:22
01
00:00:11
01
02
Step 2
Enter agents station number (10-15)
Step 2
Enter "9" and wait for dial tone
Step 2
Enter "8"
AGENT
AGT TIME
10
00:00:14
10
00:00:09
11
00:01:17
11
00:00:41
Converse, then hang up
Step 3
Wait for ringback tones
Step 3
Wait for answer, converse
Step 3
Wait for answer, converse
Dial desired number
Enter line number (01-10)
Step 3
Use external features
Enter ✱
Call Type Codes
Code
CODE
COMPL
COMPL
ABAND
ABAND
TRANS
TRANS
COMPL
OUT
OUT
Step 3
Step 4
Hang up
Step 4
Hang up
Step 4
Flash again
Step 3
Step 3
Step 4
Description
Completed Call
Abandoned Call
Transferred Call
Outbound Call
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