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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

The Unified Communications SaaS Service Provider

7/09


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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


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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

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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.

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Creating & Managing the ACD

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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.

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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.

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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.

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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.

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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.

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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.

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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

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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.

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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.

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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

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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.

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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.

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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

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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

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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.

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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

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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

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Random

  • Calls are routed randomly to available agents without any specific pattern.

Call Distribution

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Random

Call Distribution

  • Calls are routed randomly to available agents without any specific pattern.

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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

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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

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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

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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

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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

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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.

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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.

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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.

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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Queue

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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

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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.

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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.

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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.

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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

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Monitoring

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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.

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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

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ACD Call Center Services

  • Ability to monitor, record and/or join live calls in an ACD queue

    • ACD Inbound Call Recording

    • Random, Static, Ad-Hoc

  • ACD Call Supervising

  • Silent, Whisper, Barge-In

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ACD Call Recording Download & Report

The numbers in the answered and unanswered calls columns are links that lead to a new screen that displays handled calls.

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Downloading & Listening to Calls

  • The numbers in the answered and unanswered calls columns are links that lead to a new screen that displays:

    • Caller name or number

    • An option to download the call (if it has been recorded)

    • Date on which the call was received

    • Start Time and End Time for the call

    • Total call duration

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Reporting

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ACD Reports

  • All ACD reports are available from the ACD History link under the Reporting tab on the Administrator dashboard.

  • The Default Report:

    • This is the report displayed when you first visit the page.

    • Shows call details for all ACD Groups for the past one week.

    • Details are provided in terms of answered calls and unanswered calls.

    • Total number of calls per day per group are also displayed.

    • Call summary also offered in two more categories: weekdays and weekends.

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Generating Reports

  • Use the arrow buttons to select From and To dates, specify whether you would like a weekly report or an hourly report; enter a Tag Name, if any, and click Find Call Details.

  • This report also provides call details similar to the default report, except that the details are for a period specified by you.

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Reporting: Agent History

  • Options for searching for calls agent wise and group wise are similar. One can:

    • View details of answered and unanswered calls

    • Search for tagged calls

    • Look up calls for a specific period

    • Generate weekly and hourly reports

    • Listen to recorded calls.

  • In addition, one can also view details of an agent for the following categories:

    • Date

    • Login Time

    • Logout Time

    • Total Online Duration

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Queue Reports

  • Options for searching for calls agent wise and group wise are similar. One can view details of a group for the following categories:

    • View details of Offered, Handled and Abandoned calls.

    • Empty Queue Overflow, Queue Overflow, Timeout Overflow.

    • Percentage of calls Handled, Abandoned, and Overflow

  • One can also view details of an agent for the following categories:

    • Date

    • Login Time

    • Logout Time

    • Answered calls

    • Missed calls

    • Talk Time Average

    • Talk Time Max

    • Talk Time Total

    • Logout Time

    • Answer Speed Average

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Reporting: Account History

The Account History section link allows you to view the complete details pertaining to account activity by listing, in chronological order, information such as seats purchased or deleted, phone numbers purchased or deleted, and upgrades to the service.

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Deployment Models

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Small Office Home Office

  • This deployment meant for small businesses with a single location

  • Ideal for a 4-5 agent deployment

  • Will work on any good 512 kbps broadband connection (1:1)

  • QOS parameters need to be enabled on the router.

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Single Site

  • Meant for medium size businesses with a single location

  • Voice and Data networks need to be separated virtually using multiple routers.

  • Ideal for 20-200 agent deployment

  • An Average dedicated bandwidth of 64 kbps is needed per agent.

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Hybrid Network

  • This is meant for medium or large size businesses with multiple locations or branch offices.

  • Ideal for any size deployment.

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Great Company!Great SaaS Services!Great Tools & Resources!


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