Instructions

Automatic Call Distribution (ACD) is a call center solution for routing calls efficiently. When converting from a Centrex to VoIP, ACD, it will be configured to mirror your previous setting.

Agent Features

Agent Login

Allows agents to begin receiving calls.
The Make Busy lamp is flashing when agent reports for work. Press the Make Busy button so that the lamp is solid.

  • Press Incalls key. Listen for the dial tone. Incalls lamp will light solid.
  • Enter four-digit login ID (assigned at time of setup). Listen for confirmation dial tone. Make Busy lamp is solid.
  • Enter four-digit passcode. The Not Ready lamp will light solid.
  • The agent is now logged, but in an off line state. To begin receiving calls, press the Not Ready key.

 

Receiving Calls

Agents with normal handsets:

  • Incalls key will flash.
  • Press Incalls key to accept call.

Agents with Meridian 5000 series Business sets equipped with headphones.

  • Calls are automatically accepted by the phone.
  • Agent will hear a tone to warn of an incoming call.

To terminate a call, hang up or press the Rls (release) key

 

Call Supervisor

To speak to the ACD supervisor:

  • If you are with a customer, place them on Hold first.
  • Press the Supervisor key. Listen for ringing. The Supervisor lamp will light solid.
  • Wait for supervisor to answer.
  • Only applied to certain instruments

 

Not Ready

Typically used when an agent is at their desk, but temporarily unable to receive calls.

  • Press the Not Ready key during or just after a call. The Not Ready lamp will light solid.
  • When you are ready to receive calls again, press the Not Ready key again.
  • Only applied to certain instruments

 

Agent Logout/ Make Busy

Make Busy is typically used after hours, or when the agent is away from their desk for extended periods.

  • To log out of the ACD system press the Make Busy key twice so that lamp flashes.

Note: Make Busy Light will flash and you can make or receive calls.

 

Supervisor Features

Agent Status Lamp

Supervisors are able to know the current status of their agents by observing the status of their corresponding lamp.

  • OFF - The agent is logged out (in a Make Busy state). This usually means they are away from their desk.
  • On - The agent is currently on an ACD call.
  • Flash - The lamp flashes slowly, 60 per minute. The agent is idle and waiting for an ACD call.
  • Wink - The lamp flashes quickly, 120 per minute. The agent is in a Not Ready state. Usually this means they are at their desk, but unavailable for calls.
  • Only applied to certain instruments

 

Answer Agent

When an agent needs to speak to you, your phone will ring and the Answer Agent lamp will begin flashing. Press the Answer Agent button to answer their call.

Observe Agent

To monitor a call:

  • Lift the handset and press the Observe Agent key. Listen for dial tone. The Observe Agent lamp will light solid.
  • Dial the agent's Incalls number, or press the autodial key preassigned with that agent's number. The agent's number will appear on your screen.
  • Listen to the agent's call.

To join a conversation:

  • While monitoring an agent, press the Call Agent key. The Observe Agent light will flash slowly.
  • You may begin talking.

To return to monitoring only:

  • Press the Observe Agent key to exit the conversation. The Observe Agent lamp will again be solid.
  • To exit from monitoring hang up or press the Rls key.

 

Display Queue Status

To Monitor the status of your group's queue (line up of calls waiting to be answered):

  • Press the Display Queue Status button.
  • The number of calls in queue, number of agents logged in, and the amount of time the next call in queue has been waiting are displayed.
  • The display will disappear after 12 seconds

 

Night Service

This feature is used to reroute incoming after-hours calls to the night service destination, usually a voice mail message, designated when the ACD network is set up.

  • To activate press the Night Service key. The Night Service lamp will light solid. New calls are routed to the night service destination. Calls still in the queue will remain there to be answered.
  • To deactivate press the Night Service key again. The Night service lamp will go out.

 

Reports are sent to supervisor or designated representative via e-mail. To view a sample report, click here.

ACDOFFR

This field represents the calls offered to the ACD group. Calls will register in this field when at least one agent is logged into the system.

ACDANS

This field represents the calls answered.

ACDDFLCT

Calls that cannot be immediately answered by agents will enter a call queue where callers will hear an announcement followed by music while they wait. The next available agent will take the caller. When all logged in agents are on existing ACD calls, subsequent callers will enter the queue until maximum queue size is met. The deflect field represents the total calls sent to a "busy" as a result of a full queue. Conditions which may cause a call to deflect:

  • Full queue, as described above, or . . .
  • The maximum wait time has been exceeded. The maximum wait time is a safeguard which clocks the first caller that entered the queue. Regardless of how many callers are in queue at the time, if the first caller has exceeded the maximum wait time, subsequent callers will be deflected to a "busy".

*The call queue size and the maximum wait time may be changed according to user needs.

 

ACDABNDN

This figure represents the number of calls abandoned (out of calls offered) before being answered by an agent.

ACDNS

This figure represents calls sent to the night service.

ACDUSAGE

This field allows calculation of minutes of use. The figure is divided by 0.6 to obtain minutes of use.

ACDICQD

This figure represents the number of calls (out of calls offered) that were queued before they were answered.

ACDREQD

This field is not used.

Agents must have a Meridian 5000 series phone.

Supervisors must have a Meridian 5316.

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