Table of Contents
Advertisement
Automatic Call Distribution
PC/ACD Interface Trace
The PC/ACD Interface Trace feature is available with optional software. The PC/ACD Interface
Trace provides a series of events trace output that can be used for ACD reporting packages
from third parties.
Recorded Announcements (RAN)
Recorded announcement devices can be assigned to provide up to eight different messages
per system, if all stations in an ACD group are busy. The eight messages are available to all
16 ACD groups in different configurations. Each group can have a Guaranteed RAN and two
other RANs, a primary and a secondary. A RAN device can provide an announcement to one
caller at a time. Subsequent callers are queued onto the message on a first-in basis.
Each RAN Announcement Table can be directed to a Hunt Group, therefore each primary and
secondary RAN Table can have eight announcements. RAN Hunt Group numbers can be
chained together by placing the RAN Group Number (458-461) as the last member in the
desired group. RAN Groups are pilot type only.
Digital Voice Mail (DVM) -- DVM can serve as a RAN Announcer by using a menu as the
announcement. With this unique benefit: callers can route to other destinations, hear their
place in queue, and hear their hold time.
Supervisor Positions
Login/Logout Feature -- The Supervisor Login/Logout feature provides a means for a
supervisor to log into one of the ACD groups.
The Supervisor ID entered in the login process identifies the supervisor for the specific ACD
group to which they are assigned. A supervisor can log into any ACD group from any station
in the system. However, to let the supervisor monitor with barge-in feature, the supervisor
must log in at a station with monitor barge-in capability. Only one supervisor can be logged
into a group at time.
Identification Code -- Each ACD Supervisor has a unique Supervisor ID (0000-9999) that is
used during login and logout procedures. This unique ID is not verified or stored in the
system database.
Help Request -- The HELP feature provides a means for an ACD agent to signal their assigned
supervisor for assistance. While on a call the agent can press the HELP button to signal the
assigned supervisor. The supervisor may respond by using the HELP button and the ACD
Barge-In feature.
Monitor with Barge-In Feature -- The ACD Supervisor Monitor with Barge-In feature
provides a means for an ACD supervisor to monitor an agent's call in progress to coach sales
techniques or customer relations skills. When used, a supervisor may intrude onto an agent's
call in a listen only mode or in a true conference mode.
If no stations are logged into the ACD Group, ACD calls route to the Attendant
station.
The Overflow Timer only applies to calls that are in queue.
Chapter 2 - Digital Station Features
2-15
Advertisement
Chapters
Table of Contents
