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ACD Implementation & use

ACD Implementation & use. The Unified Communications SaaS Service Provider. 7/09. Part 3: ACD Implementation & Use Module Outline. 2. Introduction ACD Benefits Creating an ACD Group Calling the ACD Group ACD Call Processing Logging into the ACD

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ACD Implementation & use

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  1. ACD Implementation & use The Unified Communications SaaS Service Provider 7/09

  2. Part 3: ACD Implementation & Use Module Outline 2 • Introduction • ACD Benefits • Creating an ACD Group • Calling the ACD Group • ACD Call Processing • Logging into the ACD • Call Distribution & Monitoring Features • Call Distribution Options • Call Overflow Options • ACD Voice Flow PanTerra Networks Confidential

  3. Part 3: ACD Implementation & Use Module Outline 3 • Monitoring the ACD • The ACD Web Live Monitor • ACD Reports • WorldSmart ACD Deployment • SOHO Model • Single Site Enterprise Model • Hybrid Network Model PanTerra Networks Confidential

  4. ACD Benefits • ACD or Automatic Call Distribution is a system which provides inbound queuing capability to businesses or departments who receive more calls than they have agents available. • An ACD group can be a part of an AutoAttendant and have an extension, as well as have its own phone number. • ACD offers callers as well as agents many advantages, such as: • In-bound calls can be tracked in real time, ensuring efficient call handling. • Incoming calls can be distributed to people who are the most suitable to handle them. • Callers, when in queue, listen to audio announcements of your choice such as music on hold, product or services information, or simply how long the caller may have to be in the queue. • ACD provides improved customer satisfaction, and a corresponding improvement in an organization's image. PanTerra Networks Confidential

  5. Creating & Managing the ACD PanTerra Networks Confidential

  6. Who can Create & Manage ACD • ACD groups can only be created by the Account Administrator. • They can be managed by the Administrator or by a Moderator (a user selected by the Administrator). • The Moderator can manage an ACD group in all ways, but cannot create or delete an ACD group. • The Moderator is also unable to remove agents from an ACD group. • Also, skill level settings for users, used in call distribution, cannot be changed by Moderators. A user can be assigned as a Moderator of an ACD group by accessing the Moderator Settings link in the Admin dashboard. PanTerra Networks Confidential

  7. Creating a New ACD Group • An ACD group can be created in two ways: • 1. An entirely new group can be created specifically as ACD. • 2. A regular group can be modified and marked ACD. • To create a new ACD group, click the link Add Groups available under the ACD Preferences tab or under the Users tab in the Admin dashboard. • Enable ACD. • From the list of users displayed select the users who are to be a part of the new ACD group. To add a user to the new group, select the user from the list and click Add. • Multiple users can be added to a group by holding down the Control key (Ctrl), and selecting users. PanTerra Networks Confidential

  8. Converting an Existing Group to ACD • To mark an existing group as an ACD Group • In the list of groups displayed in the Users tab, click the Edit button against the group that is to be to be converted to an ACD group. The screen displayed is similar to the Add AutoAttendant Group or ACD Group screen seen earlier. • Mark the group as an ACD by placing a checkmark in the checkbox against ACD. • To save the settings, click Save. • In the main display in the Users tab, ACD groups are distinguished from regular groups. • The Text (ACD) in brackets indicates that a particular group is an ACD. Removing the check mark in the Checkbox under ACD will make that group a regular one, and remove its ACD status. PanTerra Networks Confidential

  9. Calling an ACD Group • Customers can reach your ACD agents in two ways, depending on your choice: • Dialing your company AutoAttendant number and then dialing the ACD group extension • Dialing the phone number of the ACD group and connecting directly. • To set up the first option: • Go to AutoAttendant tab on your Admin dashboard and assign the desired extension number to the ACD group. • To set up the second option: • Go to ACD preferences on your Admin dashboard and assign a phone number to the desired ACD group. PanTerra Networks Confidential

  10. How ACD Calls Are Processed • Call is routed to the WorldSmart Media Gateway. • Call is then routed to the WorldSmart ACD Server via the WorldSmart Network. • The ACD Server checks which group the call is for, and sends it to the appropriate set of ACD agents. PanTerra Networks Confidential

  11. Agents Logging In and Logging Out To log into your ACD, dial 9997. • When prompted, enter your User Code followed by the # key. • User code is the same as your WorldSmart AutoAttendant extension. • After the next prompt, enter your password followed by the # key. • Password is the same as your voicemail PIN. • Sequence same for login and logout. Press 1 to login, or 2 to logout. • You will hear the "Agent logged in" message. • To tag an important call: • Press # 5 # followed by a tag number of up to six digits. • Your Administrator can search for tagged calls in ACD reports, and conveniently find important calls for any period. • Note: This facility works only if all ACD calls for the group are being recorded. PanTerra Networks Confidential

  12. Call Distribution & Monitoring Features • Overview • Call distribution options • Call overflow options • ACD Announcements and Greetings • Monitoring the ACD • The ACD Web Live Monitor • ACD Reports PanTerra Networks Confidential

  13. Ring All Call Distribution • Using this setting routes an incoming call to all logged in and available agents. • Call will not go to an agent who has activated DND. • The DND (Do Not Disturb) feature is available to agents logged into an ACD via the WorldSmart SoftPhone, which comes with the DND button. • NOTE:The Agent Auto Logoff feature, which automatically logs out an agent who does not answer a call from the ACD, cannot be used with this setting. 5105768090 Queue position 3 6504722423 Queue position 2 Queue position 1 4159462481 Queue Ringing Ringing Ringing 3 Agents Available PanTerra Networks Confidential

  14. Ring All Call Distribution • Using this setting routes an incoming call to all logged in and available agents. • Call will not go to an agent who has activated DND. • The DND (Do Not Disturb) feature is available to agents logged into an ACD via the WorldSmart SoftPhone, which comes with the DND button. • NOTE:The Agent Auto Logoff feature, which automatically logs out an agent who does not answer a call from the ACD, cannot be used with this setting. 5105768090 Queue position 3 6504722423 Queue position 2 Queue position 1 4159462481 Queue Received call Talking 2 Agents Available PanTerra Networks Confidential

  15. Ring All An agent who answers a call registers as unavailable until the end of the call and the next call is routed to all the remaining available agents. Agents who are busy on a call become available after the Call Wrap-up time has elapsed after the end of the call Wrap-Up Time Allows an agent a break between one call and the next, so that necessary information about the call can be noted by the agent. Wrap-Up Time can be specified in the Agent Interface section of the ACD Preferences screen which can be accessed from the Admin and Moderator dashboard. . Call Distribution 8019245904 Queue position 3 5105768090 Queue position 2 Queue position 1 6504722423 Queue Received call Talking 2 Agents Available PanTerra Networks Confidential

  16. Next Available Call Distribution • When two or more agents are available, an incoming call is routed to one of them. • When another call comes in, if the same set of agents are free to take calls, this setting ensures that the call goes to another agent, and not the one who took the first call. • The first of these calls will go to the agent who logged in before all others. • Thereafter, calls will go to agents in a Round Robin pattern. 8019245904 Queue position 3 5105768090 Queue position 2 Queue position 1 6504722423 Queue 3 Agents Available PanTerra Networks Confidential

  17. Next Available Call Distribution • When two or more agents are available, an incoming call is routed to one of them. • When another call comes in, if the same set of agents are free to take calls, this setting ensures that the call goes to another agent, and not the one who took the first call. • The first of these calls will go to the agent who logged in before all others. • Thereafter, calls will go to agents in a Round Robin pattern. 4159015389 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Queue Call one 2 Agents Available PanTerra Networks Confidential

  18. Next Available • When two or more agents are available, an incoming call is routed to one of them. • When another call comes in, if the same set of agents are free to take calls, this setting ensures that the call goes to another agent, and not the one who took the first call. • The first of these calls will go to the agent who logged in before all others. • Thereafter, calls will go to agents in a Round Robin pattern. Call Distribution 2515436789 Queue position 3 6234451171 Queue position 2 Queue position 1 8019245904 Queue Call Two 2 Agents Available PanTerra Networks Confidential

  19. Longest Idle Time • When this option is selected, an incoming call is routed to the agent who has been "idle" (i.e., without a call) longest. • Between agents who have been without a call for 10, 20, and 35 seconds, for example, the first call is routed to the agent who has been idle for 35 seconds. Call Distribution 2515436789 Queue position 3 6234451171 Queue position 2 Queue position 1 8019245904 Queue 10Sec 20sec 35sec 3 Agents Available PanTerra Networks Confidential

  20. Longest Idle Time Call Distribution • When this option is selected, an incoming call is routed to the agent who has been "idle" (i.e., without a call) longest. • Between agents who have been without a call for 10, 20, and 35 seconds, for example, the first call is routed to the agent who has been idle for 35 seconds. 8019245904 Queue position 3 2515436789 Queue position 2 Queue position 1 6234451171 Queue Call 10Sec 20sec 35sec 2 Agents Available PanTerra Networks Confidential

  21. Fewest Calls • When this option is selected, an incoming call is routed to the agent who has taken the least number of calls among all the agents available in that particular group. • Between agents who have taken 10, 12, and 15 calls, for example, the next call is routed to the agent who has taken 10 calls. • This applies to all available agents regardless of when they have logged in. Thus, an agent who has just logged in will get the next call. • This feature is useful for transition from one team of ACD agents to the next. Call Distribution 5105768090 Queue position 3 6504722423 Queue position 2 Queue position 1 4159462481 Queue 10 calls 12 Calls 15 Calls 2 Agents Available PanTerra Networks Confidential

  22. Fewest Calls • When this option is selected, an incoming call is routed to the agent who has taken the least number of calls among all the agents available in that particular group. • Between agents who have taken 10, 12, and 15 calls, for example, the next call is routed to the agent who has taken 10 calls. • This applies to all available agents regardless of when they have logged in. Thus, an agent who has just logged in will get the next call. • This feature is useful for transition from one team of ACD agents to the next. Call Distribution 8019245904 Queue position 3 5105768090 Queue position 2 Queue position 1 6504722423 Queue Call 10 Calls 12 Calls 15 Calls 2 Agents Available PanTerra Networks Confidential

  23. Random • Calls are routed randomly to available agents without any specific pattern. Call Distribution 8019245904 Queue position 3 5105768090 Queue position 2 Queue position 1 6504722423 Queue 3 Agents Available PanTerra Networks Confidential

  24. Random Call Distribution • Calls are routed randomly to available agents without any specific pattern. 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Queue Random 2 Agents Available PanTerra Networks Confidential

  25. Round Robin Memory • Call distribution is according to the same basic pattern as Round Robin. • However, here the AutoAttendant remembers recent call distribution and customizes the round robin feature. • For instance, in Round Robin, if a call is not answered by agent A, it will next go to agent B. The next call, in plain round robin, will also go to Agent B. • In Round Robin Memory, the next call will go to Agent C instead, as agent B has already taken a call, out of turn. • NOTE: The duration for which a call should ring for an agent before it registers as unanswered is determined by the time specified in the Call Redistribution Time field in the Agent Interface section of the ACD Preferences screen. Call Distribution 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Queue 3 Agents Available PanTerra Networks Confidential

  26. Round Robin Memory • Call distribution is according to the same basic pattern as Round Robin. • However, here the AutoAttendantremembers recent call distribution and customizes the round robin feature. • For instance, in Round Robin, if a call is not answered by agent A, it will next go to agent B. The next call, in plain round robin, will also go to Agent B. • In Round Robin Memory, the next call will go to Agent C instead, as agent B has already taken a call, out of turn. • NOTE: The duration for which a call should ring for an agent before it registers as unanswered is determined by the time specified in the Call Redistribution Time field in the Agent Interface section of the ACD Preferences screen. Call Distribution 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Queue Call not answered 2 Agents Available PanTerra Networks Confidential

  27. Round Robin Memory • Call distribution is according to the same basic pattern as Round Robin. • However, here the AutoAttendantremembers recent call distribution and customizes the round robin feature. • For instance, in Round Robin, if a call is not answered by agent A, it will next go to agent B. The next call, in plain round robin, will also go to Agent B. • In Round Robin Memory, the next call will go to Agent C instead, as agent B has already taken a call, out of turn. • NOTE: The duration for which a call should ring for an agent before it registers as unanswered is determined by the time specified in the Call Redistribution Time field in the Agent Interface section of the ACD Preferences screen. Call Distribution 5105768090 Queue position 3 4159462481 Queue position 2 Queue position 1 8019245904 Queue Call sent to next agent 2 Agents Available PanTerra Networks Confidential

  28. Round Robin Memory • Call distribution is according to the same basic pattern as Round Robin. • However, here the AutoAttendant remembers recent call distribution and customizes the round robin feature. • For instance, in Round Robin, if a call is not answered by agent A, it will next go to agent B. The next call, in plain round robin, will also go to Agent B. • In Round Robin Memory, the next call will go to Agent C instead, as agent B has already taken a call, out of turn. • NOTE: The duration for which a call should ring for an agent before it registers as unanswered is determined by the time specified in the Call Redistribution Time field in the Agent Interface section of the ACD Preferences screen. Call Distribution 8582441432 Queue position 3 5105768090 Queue position 2 Queue position 1 4159462481 Queue Call 2 Agents Available PanTerra Networks Confidential

  29. Skill Based Routing • Routes calls to agents based on their level of skill. • The skill level of ACD agents can be specified separately for each ACD group that they belong to. • Option available in the Edit Users screen under the Users tab of the Administrator dashboard. • 10 stands for the highest skill rating, while 1 stands for the lowest. Call Distribution 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Queue 3 Agents Available PanTerra Networks Confidential

  30. Skill Based Routing Call Distribution • Routes calls to agents based on their level of skill. • The skill level of ACD agents can be specified separately for each ACD group that they belong to. • Option available in the Edit Users screen under the Users tab of the Administrator dashboard. • 10 stands for the highest skill rating, while 1 stands for the lowest. 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Queue Agent Skill Level 10 2 Agents Available PanTerra Networks Confidential

  31. Skill Based Routing Call Distribution • Routes calls to agents based on their level of skill. • The skill level of ACD agents can be specified separately for each ACD group that they belong to. • Option available in the Edit Users screen under the Users tab of the Administrator dashboard. • 10 stands for the highest skill rating, while 1 stands for the lowest. 4842440219 Queue position 3 4159462481 Queue position 2 Queue position 1 8019245904 Queue Agent Skill Level 5 2 Agents Available PanTerra Networks Confidential

  32. Skill Based Routing Call Distribution • Routes calls to agents based on their level of skill. • The skill level of ACD agents can be specified separately for each ACD group that they belong to. • Option available in the Edit Users screen under the Users tab of the Administrator dashboard. • 10 stands for the highest skill rating, while 1 stands for the lowest. 5105768080 Queue position 3 9727390249 Queue position 2 Queue position 1 4159462481 Queue Agent Skill Level 3 2 Agents Available PanTerra Networks Confidential

  33. Empty Queue Overflow • A call can be overflowed when there are no agents logged into the ACD group. • Calls that are overflowed can be treated in three different ways: • New Queue: Another ACD group • Another subscribed phone number: For instance, that of the Group Moderator, if they have been assigned one. • Voicemail of the ACD group • NOTE: In the Empty Queue scenario, there is no waiting period involved. Callers are instantly redirected according to your settings. Call Distribution Incoming Call 5105768090 Queue New Queue Agents Not Available PanTerra Networks Confidential

  34. Empty Queue Overflow • A call can be overflowed when there are no agents logged into the ACD group. • Calls that are overflowed can be treated in three different ways: • New Queue: Another ACD group • Another subscribed phone number: For instance, that of the Group Moderator, if they have been assigned one. • Voicemail of the ACD group • NOTE: In the Empty Queue scenario, there is no waiting period involved. Callers are instantly redirected according to your settings. Call Distribution Incoming Call 5105768090 Call Redirected Another Phone Number Agents Not Available PanTerra Networks Confidential

  35. Empty Queue Overflow • A call can be overflowed when there are no agents logged into the ACD group. • Calls that are overflowed can be treated in three different ways: • New Queue: Another ACD group • Another subscribed phone number: For instance, that of the Group Moderator, if they have been assigned one. • Voicemail of the ACD group • NOTE: In the Empty Queue scenario, there is no waiting period involved. Callers are instantly redirected according to your settings. Call Distribution Incoming call 5105768090 Call Redirected Voice Mail Agents Not Available PanTerra Networks Confidential

  36. Queue Full Overflow Options Call Distribution • A call can be overflowed when all agents in an ACD Group are busy and the number of incoming calls exceeds the maximum number of waiting calls: • Calls that are overflowed can be treated in three different ways: • New Queue (ACD Group) • Any DID or subscribed phone number • Voice Mail 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Queue call call call Agents Busy PanTerra Networks Confidential

  37. Queue Full Overflow Options Call Distribution • A call can be overflowed when all agents in an ACD Group are busy and the number of incoming calls exceeds the maximum number of waiting calls: • Calls that are overflowed can be treated in three different ways: • New Queue (ACD Group) • Any DID or subscribed phone number • Voice Mail 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Queue New Queue call call call Agents Busy PanTerra Networks Confidential

  38. Queue Full Overflow Options Call Distribution • A call can be overflowed when all agents in an ACD Group are busy and the number of incoming calls exceeds the maximum number of waiting calls: • Calls that are overflowed can be treated in three different ways: • New Queue (ACD Group) • Any DID or subscribed phone number • Voice Mail 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Another Phone Number Queue call call call Agents Busy PanTerra Networks Confidential

  39. Queue Full Overflow Options Call Distribution • A call can be overflowed when all agents in an ACD Group are busy and the number of incoming calls exceeds the maximum number of waiting calls: • Calls that are overflowed can be treated in three different ways: • New Queue (ACD Group) • Any DID or subscribed phone number • Voice Mail 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Voice Mail Queue call call call Agents Busy PanTerra Networks Confidential

  40. Queue Timeout Overflow • A call can be overflowed when the waiting time for the incoming call exceeds the Queue Timeout specified for the ACD group. • Calls that are overflowed can be treated in three different ways: • New Queue: Another ACD group • Another subscribed phone number. For instance, that of the Group Moderator, if they have been assigned one. • Voicemail of the ACD group Call Distribution 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Queue call call call Agents Busy PanTerra Networks Confidential

  41. Queue Timeout Overflow Call Distribution • A call can be overflowed when the waiting time for the incoming call exceeds the Queue Timeout specified for the ACD group. • Calls that are overflowed can be treated in three different ways: • New Queue: Another ACD group • Another subscribed phone number. For instance, that of the Group Moderator, if they have been assigned one. • Voicemail of the ACD group 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Voice Mail Queue call call call Agents Busy PanTerra Networks Confidential

  42. Queue Timeout Overflow Call Distribution • A call can be overflowed when the waiting time for the incoming call exceeds the Queue Timeout specified for the ACD group. • Calls that are overflowed can be treated in three different ways: • New Queue: Another ACD group • Another subscribed phone number. For instance, that of the Group Moderator, if they have been assigned one. • Voicemail of the ACD group 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Another Phone Number Queue call call call Agents Busy PanTerra Networks Confidential

  43. Queue Timeout Overflow • A call can be overflowed when the waiting time for the incoming call exceeds the Queue Timeout specified for the ACD group. • Calls that are overflowed can be treated in three different ways: • New Queue • Another ACD group • Another subscribed phone number • (For instance, that of the Group Moderator, if they have been assigned one.) • Voicemail of the ACD group Call Distribution 4159462481 Queue position 3 8019245904 Queue position 2 Queue position 1 5105768090 Queue New Queue call call call Agents Busy PanTerra Networks Confidential

  44. ACD Voice Mail • Voicemail messages for ACD groups are sent to the email ID associated with the group. • The Account Administrator can access voicemails for ACD Groups by going to the Reporting tab on the Administrator dashboard. • These voice mails can also be accessed by any member of the group by dialing from any phone. • To use this facility, dial 9999. • If you are calling from a PSTN phone, first dial your main AutoAttendant number and then dial 9999. • When prompted, enter the Mailbox Extension of your group followed by #. • Next, enter the Group Mailbox Password followed by #. • NOTE: Your Account Administrator, who assigns a mailbox extension and a password to your ACD group, should be able to provide you both. PanTerra Networks Confidential

  45. ACD Greetings • Music on Hold / Promotions • Decide what music or message a caller should hear when they are put on hold by your ACD agent during a call. • ACD Greetings • This option lets you decide what message should be used as the auto-attendant for an ACD group. This is the custom greeting message for the ACD group. • Announcement File • This file briefly announces to an ACD agent the name of the queue from which a call is being routed. Thus, an agent who is part of two ACD groups will be told for which ACD group the call has come in, just before they answer the call. • NOTE: The files to be used for Music on Hold / Promotions should be in wav format. PanTerra Networks Confidential

  46. ACD Announcements • Announce Position in Queue • Tells callers their position in the queue of incoming calls yet to be connected. • Announce Voicemail • Allows customers who are waiting to be connected to an ACD agent to leave a voicemail for the group instead waiting to be connected to an agent. • Announce Record • Activates the IVR message that will inform your callers know that the calls may be recorded. • Announce ACD Greeting Enabled • Play a welcome greeting to callers. • Announcement Frequency • Specify here with what frequency you would like the caller's position in queue, the estimated hold time to be announced. PanTerra Networks Confidential

  47. ACD Announcements Sequence You can press * to reach voice mail at any time while you are waiting. Call to ACD from PSTN Your call may be recorded for quality assurance purposes. Direct ACD Number 9254048016 Optional Optional Your call is now (4th) in line and will be answered by the next available agent. AutoAttendant Number8008050558 Call answered by agent Extension dialed 2 AutoAttendant IVRWelcome to Our Company: If you know the extension of…. Press 1 for Billing, Press 2 for Technical Support… Caller put on hold by ACD Agent Music on Hold PanTerra Networks Confidential

  48. Monitoring PanTerra Networks Confidential

  49. Monitoring ACD: The ACD Web Live Monitor The ACD web live monitor can be accessed by the ACD Supervisor and other ACD privileged users. It provides the following information in real time: • Number of agents logged into the ACD, group-wise, with WorldSmart IDs of agents and the duration of their login. • Number of calls waiting, along with the numbers from which the calls have come, and the duration for which each call has been waiting to connect to an ACD group. • Number of calls connected, along with the number from which the calls have come, the WorldSmart user ID of each agent currently on a call, and the duration for which a call has been connected to an agent. PanTerra Networks Confidential

  50. ACD Call Center Services • Ability to monitor, record and/or join live calls in an ACD queue • ACD Supervisory Modes • Silent, Whisper, and Barge-in PanTerra Networks Confidential

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