Aastra ACD 100 Datasheet Aastra ACD 100 - Page 2

goes wrong and a caller unexpectedly cannot be delivered and falls back into the queue. Following prompts are possible in the queue: Agent Status An agent can have the following status, denoting his availability for managing calls. Welcome if the agent is free, that is, the caller must not wait Welcome if the agent is busy Connecting the caller from the queue to the agent De-escalation announcement green De-escalation announcement yellow De-escalation announcement red Caller reaches timeout in the queue (only Aastra ACD Advanced 100) Agents The numbers of the employees registered as agents in an ACD group are the focal points of the ACD. The delivery of calls controls the distribution strategy, so that either the agent with the lowest total time (based on ACD calls) or with the longest „Free time" is selected as destination. Logged Out? The agent is unavailable for call processing. Free The agent is logged in and can answer a call. Called The agent receives a call. Busy The agent performs a phone call. Wrap up The agent has ended his ACD call and receives no more call within the set wrap up timel. Break The agent is logged, but has the pause is activated and does not receive another call. OpenCTI 50 Agents can log in and out in (several) ACD groups. If an agent is logged in callers will be transferred, if he is free. When his line busy, the wrap-up time (after an ACD call) is not expired or he enabled pause, no new calls will be delivered to him. Agents who do not use a system phone may track their status in OpenCTI 50. To greet callers individually, depending on the number dialled, the agent receives the name of the called ACD group in the display of his system phone. Further he gets the information how many callers are waiting in the queue and how long the next caller has been waiting. In addition to handle the application on the phone there is a comfortable agent control in OpenCTI 50 so it is possible to use not only system phones but also analogue terminals, DECT phones or FMC subscribers. Within an ACD group the allocation of agents can be controlled also by assigning priorities (agents with priority n +1 only get calls when no agent with priority n is free) and thresholds (agents are added when the queue has reached a certain level). In the folder „Aastra ACD Agent" the ACD groups are displayed to the agent, where he is currently assigned as an agent with the selected phone. Per group, he sees the following information: