Aastra ACD 100 Manuals Aastra ACD 100 - Page 42

Tele-Secretary, Configuring Announcements and Music on Hold

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ACD System Configuration Tele-Secretary When allocated to the agent, the call-forwarding history of a call remains recorded. This facilitates establishing a tele-secretary. This configuration is suited for, e.g. for operating an ACD system in a group of companies (application "OpenCompany 45" / "Aastra Company 800"). Virtual call numbers can be configured for the individual companies which, e.g. are forwarded to an ACD group at certain business hours. The first forwarding option in the Display: Call forwarding via field must be configured to ensure agents see which company the call was originally intended for. Refer to the online help and the "Mounting and Commissioning" guide (OpenCom X320, OpenCom 130/131/150, OpenCom 150, Aastra 104/108/112) or "Installing and Commissioning" guide (Aastra 800) for further information on the telesecretary and virtual call numbers. Configuring Announcements and Music on Hold You can greet the caller with various announcements and inform during the wait time regarding call status. These announcements can be combined with wait music. Announcements and wait music are configured individually for each ACD group. The following announcements can be configured in the ACD system: Playback time ACD system setting when call comes in • Welcome if agent is free • Welcome if agent is busy during wait time • De-escalation announcement green • De-escalation announcement yellow • De-escalation announcement red before caller is connected with an agent Connecting to agents from call queue when the call is cleared by the ACD system after too long wait time Caller in call queue at timeout (only available with an "Aastra ACD Advanced 100" licence) 40

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ACD System Configuration
40
Tele-Secretary
When allocated to the agent, the call-forwarding history of a call remains recorded.
This facilitates establishing a tele-secretary. This configuration is suited for, e.g. for
operating an ACD system in a group of companies (application “OpenCompany 45” /
“Aastra Company 800”).
Virtual call numbers can be configured for the individual companies which, e.g. are
forwarded to an ACD group at certain business hours. The
first forwarding
option in
the
Display: Call forwarding via
field must be configured to ensure agents see which
company the call was originally intended for.
Refer to the online help and the “Mounting and Commissioning” guide
(OpenCom X320, OpenCom 130/131/150, OpenCom 150, Aastra 104/108/112) or
“Installing and Commissioning” guide (Aastra 800) for further information on the tele-
secretary and virtual call numbers.
Configuring Announcements and Music on Hold
You can greet the caller with various announcements and inform during the wait time
regarding call status. These announcements can be combined with wait music.
Announcements and wait music are configured individually for each ACD group. The
following announcements can be configured in the ACD system:
Playback time
ACD system setting
when call comes in
•
Welcome if agent is free
•
Welcome if agent is busy
during wait time
•
De-escalation announcement
green
•
De-escalation announcement
yellow
•
De-escalation announcement red
before caller is connected with an agent
Connecting to agents from call queue
when the call is cleared by the ACD
system after too long wait time
Caller in call queue at timeout
(only
available with an
“Aastra ACD Advanced 100” licence)