Aastra ACD 100 Manuals Aastra ACD 100 - Page 36

Information on Agent Terminals

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ACD System Configuration When the call number of an agent is configured on multiple terminals a new ACD call is only allocated if all terminals are free. ACD calls are treated similarly to VIP calls. If call forwarding and/or call protection is configured on a terminal of an ACD agent, these settings are ignored when there is an incoming ACD call. • Name: Enter the name of the agent (20 digits max.). This name is displayed on the supervisor's terminal and should be as short as possible. If you do not enter a name, the name from the user configuration will be used automatically. • Group: This picklist contains the ACD groups configured. Select the group from the list that you wish to assign to the agent. You can assign an agent to multiple groups. You have to create multiple entries in this case (one entry per group, e.g. Agent 1 - Group 1, Agent 1 - Group 2). The two following settings are only available with an "Aastra ACD Advanced 100" licence. • Priority: Agents can be sorted according to priority. A priority 2 agent only has ACD calls allocated when all priority 1 agents are busy. The number of priorities is not limited. Enter the desired priority here. • Threshold: You can configure a call threshold in the call queue for an agent. The agent only gets ACD calls allocated when this number of waiting callers is exceeded. Enter the desired number here. Information on Agent Terminals "Aastra 6771/6773/6775 (OpenPhone 71/73/75)" type terminals should be configured preferably as agent terminals. These terminals are especially suited as agent telephones along with the "OpenPhone 61/63/65" type predecessor models. You can also use the corresponding IP and softphone variants of the system terminals. Agents equipped with a DECT terminal or an analogue telephone can operate the ACD functions via the "OpenCTI 50" / "Aastra CTI 800" application (refer to the chapter entitled Operating the "OpenCTI 50" / "Aastra CTI 800" Application starting on page 82). Information on potential error cases • Terminals which report being defective are no longer considered for call distribution by the ACD system. • If an agent call number has been assigned to multiple terminals and the last of these terminals reports being defective, a pause is automatically activated for the 34

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ACD System Configuration
34
When the call number of an agent is configured on multiple terminals a new ACD
call is only allocated if all terminals are free. ACD calls are treated similarly to VIP
calls. If call forwarding and/or call protection is configured on a terminal of an ACD
agent, these settings are ignored when there is an incoming ACD call.
•
Name
: Enter the name of the agent (20 digits max.). This name is displayed on the
supervisor's terminal and should be as short as possible. If you do not enter a
name, the name from the user configuration will be used automatically.
•
Group
: This picklist contains the ACD groups configured. Select the group from
the list that you wish to assign to the agent. You can assign an agent to multiple
groups. You have to create multiple entries in this case (one entry per group, e.g.
Agent 1 – Group 1, Agent 1 – Group 2).
The two following settings are only available with an “Aastra ACD Advanced 100”
licence.
•
Priority
: Agents can be sorted according to priority. A priority 2 agent only has
ACD calls allocated when all priority 1 agents are busy. The number of priorities is
not limited. Enter the desired priority here.
•
Threshold
: You can configure a call threshold in the call queue for an agent. The
agent only gets ACD calls allocated when this number of waiting callers is
exceeded. Enter the desired number here.
Information on Agent Terminals
“Aastra 6771/6773/6775 (OpenPhone 71/73/75)” type terminals should be configured
preferably as agent terminals. These terminals are especially suited as agent tele-
phones along with the “OpenPhone 61/63/65” type predecessor models. You can also
use the corresponding IP and softphone variants of the system terminals.
Agents equipped with a DECT terminal or an analogue telephone can operate the
ACD functions via the “OpenCTI 50” / “Aastra CTI 800” application (refer to the chapter
entitled Operating the “OpenCTI 50” / “Aastra CTI 800” Application starting on
page 82).
Information on potential error cases
•
Terminals which report being defective are no longer considered for call distri-
bution by the ACD system.
•
If an agent call number has been assigned to multiple terminals and the last of
these terminals reports being defective, a pause is automatically activated for the