Aastra ACD 100 Manuals Aastra ACD 100 - Page 23

Configuring Call Queue, Music on hold, Pickup from agent possible, Telephony > Groups > Pickup

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ACD System Configuration - Music on hold: The caller continues to hear the music on hold which you selected in the Music on hold field. This setting conceals from the caller when the agent does not immediately pick up the call. Note You can only use files saved in the communications system for "Music on hold" ("internal MoH") on the ACD system. • Pickup from agent possible: When this option is activated, an ACD call signalled to an available agent can be picked up by another internal subscriber (using the pickup function of the system terminals and, if necessary, using configured busy keys or BLF keys). The default setting has this option deactivated and no pickup of ACD calls is possible. Calls not directed to the agents via the ACD group can still be taken via pickup, however. Refer to the online help for further information on Pickup groups and Pickup authorisations (refer to the Telephony > Groups > Pickup menu and the User Manager > User groups menu). Note ACD calls, that were picked up by another internal subscriber via Pickup, are counted as "other connections" in the statistic. • Faster assignment to agent: This setting is only available with an "Aastra ACD Advanced 100" licence. If this option is activated, a call is also allocated to an available agent even if a caller is listening to a de-escalation announcement. The caller may find interrupted announcements unpleasant, however. This is why the default has this option deactivated. The call will only be allocated to the agent once the de-escalation announcement has concluded. Configuring Call Queue Calls which cannot be processed are parked in the call queue. These reasons may be: • All ACD group agents are busy, in wrap-up or taking a break (pause). • There are not enough agents logged into the ACD group. Once agents are available for picking up calls, they will have calls allocated to them from the call queue. 21

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ACD System Configuration
21
–
Music on hold
: The caller continues to hear the music on hold which you
selected in the
Music on hold
field. This setting conceals from the caller when the
agent does not immediately pick up the call.
Note
You can only use files saved in the communications system for “Music on hold” (“in-
ternal MoH”) on the ACD system.
•
Pickup from agent possible
: When this option is activated, an ACD call signalled
to an available agent can be picked up by another internal subscriber (using the
pickup function of the system terminals and, if necessary, using configured busy
keys or BLF keys). The default setting has this option deactivated and no pickup of
ACD calls is possible. Calls not directed to the agents via the ACD group can still be
taken via pickup, however.
Refer to the online help for further information on Pickup groups and Pickup
authorisations (refer to the
Telephony > Groups > Pickup
menu and the
User
Manager > User groups
menu).
Note
ACD calls, that were picked up by another internal subscriber via Pickup, are counted
as “
other
connections” in the statistic.
•
Faster assignment to agent
: This setting is only available with an
“Aastra ACD Advanced 100” licence. If this option is activated, a call is also allo-
cated to an available agent even if a caller is listening to a de-escalation
announcement. The caller may find interrupted announcements unpleasant,
however. This is why the default has this option deactivated. The call will only be
allocated to the agent once the de-escalation announcement has concluded.
Configuring Call Queue
Calls which cannot be processed are parked in the call queue. These reasons may be:
•
All ACD group agents are busy, in wrap-up or taking a break (pause).
•
There are not enough agents logged into the ACD group.
Once agents are available for picking up calls, they will have calls allocated to them
from the call queue.