Aastra ACD 100 Manuals Aastra ACD 100 - Page 11

Monitoring, The supervisor needs just one look to asses the graphic status and load display.

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Aastra ACD - before caller is connected with an agent, - when the call is cleared by the ACD system after too long wait time. 1) • Calls can be forwarded to a defined destination: 1) - if they have been in the call queue too long, - if the call queue is full, - when the calls come in outside ACD group service times. • Logging out agents can be configured: 1) - Agents who do not pick up a call allocated to them can be logged out automatically. - You can define whether or not the last agent of an ACD can log him-/herself off. - All agents of an ACD group can be automatically logged off after the ACD group was closed and all calls still in the call queue have been processed. • In accordance with the German Article 66g of the TKG, the "Aastra ACD" application can also be combined with "early media". Monitoring • The agent status and the call queue can be monitored in real time via the Supervisor Terminal. This information is displayed for each ACD group separately. • The supervisor needs just one look to asses the graphic status and load display. • The supervisor does not require administrator rights. • The Info Terminal informs the agents: - regarding the current number of callers in the call queue, - the wait time of the caller who has been in the call queue the longest, - the current service level (number of picked up calls in relation to the total number of calls). This information is displayed for each ACD group separately. 9

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Aastra ACD
9
– before caller is connected with an agent,
– when the call is cleared by the ACD system after too long wait time.
1)
•
Calls can be forwarded to a defined destination:
1)
– if they have been in the call queue too long,
– if the call queue is full,
– when the calls come in outside ACD group service times.
•
Logging out agents can be configured:
1)
– Agents who do not pick up a call allocated to them can be logged out automati-
cally.
– You can define whether or not the last agent of an ACD can log him-/herself off.
– All agents of an ACD group can be automatically logged off after the ACD group
was closed and all calls still in the call queue have been processed.
•
In accordance with the German Article 66g of the TKG, the “Aastra ACD” appli-
cation can also be combined with “early media”.
Monitoring
•
The agent status and the call queue can be monitored in real time via the Super-
visor Terminal. This information is displayed for each ACD group separately.
•
The supervisor needs just one look to asses the graphic status and load display.
•
The supervisor does not require administrator rights.
•
The Info Terminal informs the agents:
– regarding the current number of callers in the call queue,
– the wait time of the caller who has been in the call queue the longest,
– the current service level (number of picked up calls in relation to the total
number of calls).
This information is displayed for each ACD group separately.