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Key Elements of Automatic Call Distribution (ACD) Systems Explained

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maya-petty
36 diapositives · 490 Views · Nov 20, 2014

Explore the essential components of Automatic Call Distribution (ACD) systems, including agent roles, routing strategies, queue management, and supervisor functionalities. Understand how features like flexible work schedules, unique call announcements, and advanced software integration enhance the performance of ACD systems. Discover the importance of ACD in streamlining communications and improving service efficiency within organizations. This comprehensive guide covers everything from agent login options to emergency protocols, offering in-depth insights into optimizing call distribution.

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Key Elements of Automatic Call Distribution (ACD) Systems Explained
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  1. ACD Automatic Call Distribution

  2. Outline of the Nine Key Elements of ACD • Automatic Call Distribution • Agent • Agent Groups • ACD Routing • Queue Announcements • Supervisor Positions • Flexible Work Schedules • Enhanced Positions • In-Depth Software

  3. ACD • Aspire ACD Requires Aspire M PAL UPG or Aspire X/L • Longest Idle Agent Call Routing • Call Queuing • Prioritized Call Routing • Trunk • Ring Group • DID

  4. ACD Agents • 512 ACD Agents • Agents Can Be Logged Into One Group/2,3, 4 etc. Groups Or All 64

  5. ACD Agent Groups • 64 ACD Agent Groups • Groups Can Queue Callers • Each Group Has A Pilot Number

  6. ACD Routing • ACD Calls Can Get Routed… • Transferred By The Voice Mail • DID • Transferred By An Extension • Trunk Ring Groups

  7. Call Queuing • Announcements • Unique Announcements per Group • Repeated at Programmed Intervals • Voicemail Queue Dialing Options • Another ACD Group • Message Center Mailbox • Information Mailbox • Dial “0” or any Extension • “Look-back Mode”

  8. Queuing • Flash VRS DB • 16 Ports Simultaneous Answering • Reduces Burden On Voice Mail • Music-on-Hold per ACD Group • Requires PGDAD

  9. Using VRS and Voice Mail For Queue Announcements • Using Voice Mail Call Routing MB or ACD Announcement MB Can Be Flexible • Voice Mail Can Allow or Disallow Dialing While Playing Announcements by using Dial Action Tables • VRS Can Be Used As First/Second or Both Announcements • VRS Allows Dialing While In Queue

  10. Announcements And Overflow Queuing Types • Announcements Can Be Voice Mail/VRS • No Overflow No Announcements • No Overflow w/First Announcement • No Overflow w/Second Announcement • No Overflow w/First and Second Announcement • *Overflow w/No Announcement • *Overflow w/First Announcement • *Overflow w/Second Announcement • *Overflow w/First and Second Announcement *See Next

  11. Announcements And Overflow Queuing Types • Overflow Options Can Be • Overflow To an ACD Group 1-64 • Overflow Table (Allows Up To 7 Groups) • Voice Mail/VRS Integration • Off-Premise (Overflow Using Speed Dial Bin) • Overflow To Ring Group (1-100)

  12. ACD Agent Phones • Agents Can Use: • Aspire Phones • IP Phones 4/34 Button • 2 Button Phones • Analog Single Lines • Soft Phones

  13. Common ACD Programmable Keys • ACD Log In/Out Key • ACD Call Coverage Key • ACD Queue Status Key • Headset Key With Auto Headset –Answer Mode • ACD Hotline Key Indications • Emergency Call Key • Split Key “Combined w/Emergency Key For Supervisor” • Work/Wrap Mode Key • Off Duty/Rest Mode Key • Voice Over • Reverse Voice Over

  14. ACD Log In/Out Key • ACD Log In/Out Key • Used To Log In Or Out • Shows Indication Of Status • Pressing Key And “1” Will Log Out Agent • “Wait ACD Log In” Will Be Displayed When Logged Out Unless AIC Is Used • Can Use Service Code Instead Of Key *5 Log In And *51 Log Out

  15. ACD Call Coverage Key • ACD Call Coverage • Available On Any Extension ACD or Non-ACD • No Ring • Delay Ring • Immediate Ring • Distinctive Ring

  16. ACD Queue Status Key • ACD Queue Status Key • Available On Any Extension ACD or Non-ACD • Displays Queue Status For All Groups • Volume Up/Down Key Allows Viewing Each Group One At A Time

  17. Agent Queue Status Number of Calls in Queue Time of Oldest Call in Queue Grp 001 002 Line-004 01:29 Number of ACD Group Being Viewed Name of Trunk With Longest Call in Queue

  18. ACD Automatic Headset Key • ACD Automatic Headset Key • Audible Ring Will Be Heard Before Connecting • ACD Calls Will Connect Automatically • Intercom Calls Will Not Connect Unless The Headset Key Is Pressed

  19. ACD Hotline Key • ACD Hotline Key • Agent Idle • Agent Busy • Agent Logged Off/On • Emergency Call • Agent Not Installed

  20. ACD Emergency Key • ACD Emergency Key • Agent Assistance • Agent Call To Supervisor • Allows Calling To Supervisor Undetected By Outside Caller • Supervisor Can Take Call From Agent If Needed Using The Split Key

  21. ACD Work Mode Key • Work Mode (wrap-up-timer) • Manually (No Timer Used) • Automatic (Timer Used) • Must have a Wrap Key but it can be hidden as long as Automatic Work is turned on

  22. ACD Off Duty/Rest Key • Off Duty/Rest Mode Key • Manually (Pressed While Idle) • Automatic (Timer Used) Does Not Time Out Once On • Can Be Set As Exclusive DND • Must Have A Off Duty Key On Agents Phone For Feature

  23. ACD Supervisors • Two Types of Supervisor Positions • Group Supervisor • One ACD Group Supervisor Per ACD Group • System Supervisor • One ACD System Supervisor Per System

  24. ACD Group Supervisor • Three Modes of Operation • Receive Calls Never • Receive Calls as Agent • Only Receive Calls When Overflow Occurs

  25. Group Supervisor • Check/Change Agent Logon Status • Take An Entire ACD Group In/Out of Service • Check The Log Out Status Of An Agent After The Group Is Taken Out Of Service • Reassign Agents to Different ACD Groups

  26. Supervisor Lamped Hotline Keys Will Indicate: • Agent Idle • Agent Busy • Agent Logged Off/On • Emergency Call • Agent Not Installed

  27. System Supervisor • Take All ACD Groups Out Of Service Simultaneously • Restore All ACD Groups Out Of Service Simultaneously • Log In/Out An ACD Agent • Reassign Agents to Different ACD Groups

  28. ACD Work Schedules • ACD Work Schedules • 4 Work Schedules With 8 Periods • Agents Can Be Logged Out/In By Time Schedules • Allows Day Of Time To Control Agents And Groups • Once Set The ACD Will Always Follow The Programmed Times

  29. ACD Enhanced Position • ACD Enhanced Position • Allows Supervisors to Log In Or Out Agents • Allows Supervisors to Change an Agents Group • Allows Agents to Log Into Any Group

  30. ACD Login Code • ACD (Login Codes) • Allows Agents to Log In Using A PIN Code • The PIN Code Can Be 0 – 20 Digits Log • The System With Not Allow Duplicate Pins • PIN Codes Can Be Used For Hot Seat • PIN Codes Can Be Used For ACD Tracking Software Like inDepth

  31. AIC • AIC (Agent Identification Codes) • Allows Agents to Log Into Multiple Groups, up to 64, at The Same Time • 512 AIC Table Entries • AIC Log In Can Support Hot Seat Application

  32. Supervisor PositionAspire Phone with ConsoleIn-Depth Call Center Software

  33. In-Depth/Reporting • Three Key Functions • Real Time Templates • Reporter • Configurator • Three Packages • In-Depth Lite • In-Depth • In-Depth+ • Installed on Customer PC • TCP/IP Network Connection • Parallel Port • Serial Port • No extra system hardware required

  34. Sample Screen Shot