Hosted Voice Product Training Automatic Call Distributor (ACD)

1. Hosted Voice Product Training Automatic Call Distributor (ACD)

2. Agenda Resource Center Logging in Main Screen Search Calls Download Reports Queue’s Queue Calls Monitor Whisper Call History Monitor Agents Monitor Queue’s Help

3. Resource Center http://www.earthlinkbusiness.com/hostedvoice

4. Log In Go to: https://acd.voip.elnk.us Open up a web browser Then enter the following: User Name– Provided by EarthLink Business Password–Provided by EarthLink Business

5. Receiving Your Login Password • After having the ACD platform active: • in order to get your initial password for logging into the ACD platform, you MUSTdo the following: • Press the ACD button then dial *password (*72779673) on your phone • The ACD line will be busied out. • The system states “your password has been changed, thank you” and disconnects • Within five minutes, the system will call the user back and will provide an automated response with the user passcode to get into the web portal • The system will provide a 10 digit number that will be used on initial login. It will continue to read this out to the user until the call is disconnected by the user • Once logged in, the user can reset the password to something that is more logical to them • At the reset request an email is sent to the email addresses we have on file for all of the supervisors alerting them that the agent has reset their password

6. Main Screen 1 2 3 Ready / Busy - Determines if YOUare ready or busy to accept the next routed call. Agents Name- 1. Displays who is logged into the system. 2. Ability to logout. 3. Ability to change the login password. Location – Displays the location in which you are assigned to.

7. Search Calls Search Calls – Gives the Supervisor the ability to search for queue calls

8. Search Calls Start & End Date - Dates to search between Call Type – What was the call type? Recorded DID Call, Outbound or Queue Call Unique ID – EarthLink Tracking ID Agent Name – Agents name ANI – Phone number of caller Queue Name – Name of queue Abandoned – Was the call abandoned?

9. Search Calls - Results Call ID – Unique EarthLink ID Abandoned– Was the call abandoned? Hold Time – How long was the customer holding? Unique ID – Unique EarthLink ID Talk Time – Length of call with agent Recording– Link to listen to a recorded call Location– ID for location Status– Status of call (Completed / Abandoned) Destination– Outbound calling # - or- Queue number Call Date – Date of call Transferred– Number if call was transferred Agent Answer Time – Time agent answered call ANI– Phone number of caller Release Time – Time call Terminated Agents Name– Agents name Release Side – Who ended the call Queue Name – Name of queue

10. Download Reports Download Reports – Gives the Supervisor the ability to run reports instantly

11. Download Reports Type of Report – Choose which report you want to download Location – Choose which location you want to download the report for (if multiple locations apply). Start Date – Enter a start date End Date – Enter a end date Get Report – Runs report for selected data

12. Queue Report

13. Agent Report

14. Queues Queues – Gives the Supervisor the ability to edit the queues they wish to monitor

15. Queues If you have multiple queues, you will be able to choose which you wish to monitor.

16. Queue Calls Call ID – Unique EarthLink identifier Talk Time – Time agent has been talking (in seconds) Status – Status of call (Ringing / Answered) ANI– Calling parties number Call Date – Date of call DNIS– Queue Number Agents Name – Name of Agent Agent Answer Time – Time agent answered call Queue Name – Name of queue Hold Time – Length of call holding (in seconds)

17. Monitor Button • Click on the call you wish to “Monitor” • Click the ”Monitor” button • The supervisor’s phone will ring • When the supervisor answers the phone, they will be able to listen to the agents/customer’s call

18. Whisper Button • Click on the call you wish to “Whisper” • Click the ”Whisper” button • The supervisor’s phone will ring • When the supervisor answers the phone, they will be able to talk to the agent. • REMEMEBER: The customer will NOTbe able to hear the supervisor speaking, but if the agent answers back, the customer WILLbe able to hear that side of the conversation.

19. Call History • When you select a call, then click “History”: • Displayed will be the routing history path the call has followed until answered.

20. My Agents – Monitored / All Agents Ability to view all the agents within the queue - or - Select only the agents you wish to monitor.

21. My Agents - Queues Ability to view all queue’s - or - Select only the queue you wish to monitor.

22. My Agents – Monitor More Agents Ability to choose only the agents you wish to monitor.

23. My Agents – Monitor More Agents • Click on the agent(s) you wish to add to the monitor section • Click on the “Add & Close” button to apply

24. My Agents – “Make Busy” • Select an agent you want to make their status “Busy” • Click on “Make Busy” button

25. My Agents – “Make Ready” • Select an agent you want to make their status “Ready” • Click on “Make Ready” button

26. My Agents – “Edit” • Select an agent you want to edit • Click on “edit” button

27. My Agents – “Agent Details” Ability to change the email address for the selected agent

28. My Agents – “Queue Assignment” Ability to change the priority level for the selected agent

29. My Agents – “Remove from Monitored” • Select an agent you want to remove • Click on “Remove From Monitor” button

30. My Agents – “Busy/Ready Log” • Select an agent you want to run the report for • Click on “Busy/Ready Log” button

31. My Agents – “Busy/Ready Log” • Input the search criteria • Click on the "Search” button

32. My Agents Agent Name – Name of Agent Web Status – Is the agent logged into the ACD web site Extension– Agents ACD number Paused –Status for calls (Ready or Busy) Calls Today – Number of calls today Last Call – Date of last call Missed Today – Number of calls missed today Phone Status – Will display “Phone Error” until agent has answered their 1st queue call

33. For any questions or additional help, visit http://www.earthlinkbusiness.com/hostedvoice - or - Contact our Customer Care Specialists @ 1-855-352-2731

34. When you exit this training session, you will automatically be linked to “Survey Monkey”, a training survey evaluation. This survey will help us improve the training content and effectiveness of our facilitators. The survey is confidential and secure. Please complete the survey and have a great day.