2.6 Hunt Group
2.6.7 ACD (Automatic Call Distribution)
Description
A separate supervisor or common supervisor can be assigned in UCD group. And, the supervisor can monitor the status of the group. When a call is queued to a group for longer than a predefined time or when a predefined number of calls are queued, the supervisor's LCD will indicate the number of calls in queue, and the queued time for the longest queue. The supervisor can change overflow destination and timing. The system will provide traffic (see Ref.1) and on line status reports, based on the supervisor's request for the UCD group including the following group statistics:
Total calls
Number of unanswered calls
Average and the longest queued calls
Number and total time when all agents are busy
Average ringing time before answer
Average service time after answer
ACD Supervisor can activate two way recording when monitoring agent’s conversation.
Queue Information of Queuing Call count is automatically displayed at Supervisor LCD as well as Agent LCD.
Operation
VMIB Announcement
The VMIB announcements can be assigned to provide different messages to each UCD groups. The system UCD groups can be programmed to provide announcements to incoming calls to a group where all station are busy. Both primary and secondary announcements will be available and a guaranteed announcement may be assigned.
Agents
The following features are available to agents in UCD group.
Agent Login/Logout - It is assigned by the Admin Program. A UCD agent can contain more than one UCD group.
Agent On/Off Duty - Agent can be On/Off duty by dialing the UCD DND Code ( [TRANS/PGM] + 87 + Hunt Group Number) on the dial pad, press the pre-programmed flexible button.
Alternate UCD Group
An alternate UCD group can be programmed so that if stations are busy, the alternate will be checked for an available station.
Overflow Station Assignment
An overflow station may be assigned to route callers in queue to a designated station after a specified time.
LCD Display Queued call count.
QUE Group NO(Queue count)
LED Indication:
The DSS LED of the {ACD Group} will flash as the number of queued calls. The flashing rate as the number of queued calls. .
0 : Off, 01-3 : 60 IPM, 4-6 : 120 IPM, more than 7 : 240 IPM
Supervisor
Supervisor Login/Logout - It is assigned by the Admin Program. Each UCD group can be assigned a separate supervisor.
Supervisor Monitor – The supervisor monitor provides a means for an UCD supervisor to monitor an agent’s call in progress or to provide assistance. When used, a supervisor may intrude onto an agent’s call in a listen only or in a true conference mode. This feature is available with or without warning tone.
Reroute Queued Call – The supervisor can reroute a queued call to other destination with or without answer.
Database Assignment – The supervisor can change the overflow destination, overflow time and wrap-up time.
DKT with flexible buttons must be programmed [Supervisor Status] button.
[TRANS/PGM] + [FLEX] + [TRANS/PGM] + 8* +Group NO + [HOLD/SAVE]
ACD Statistics Report
1. Press the [Supervisor Status] button.
2. The Status & Control Menu is shown as below:
[1] ACD STATUS [2] ACD DATABASE [3] ACD DUTY [#] ACD PRINT
ACD call queue status display Dial “1” for ACD call statistics, - ACD Group -
Total Calls
Average Call Time Average Ring Time Busy Count and Time Number of calls in queue,
Average and Longest Queued Time Unanswered Call Count
Dial”2” for ACD Database Code,
Select database item, scrolling with the [VOL UP]/[VOL DWN] button;
Overflow Destination- station/group
Dial “3” for Agent Status,
[1] DUTY STATUS [2] DUTY ON/OFF [3] DUTY PRINT
To view Agent Status
Dial Agent Status Code “3 + 1(duty status)”,
AGENT XXXX
- Number of ACD calls served - Number of unanswered ACD Calls - Average ring time before answer
- Average ACD call service time after answer.
To control Agent duty status
Dial ACD Agent Duty feature Code “3 + 2(duty on/off)”, Press the ‘*’ key for agent selection,
Dial 0 or 1, (0: Off Duty, 1: On Duty).
To output Agent Statistics Report
Dial ACD Statistics Reporting Code ”3 + #(duty print)”, Press the ‘*’ key or ‘#’ key for a next agent selection.
Press the [MUTE] button to initialize the database; this eliminates overlap of future reports.
Below information is example of Each Agent Statistics
ACD GROUP INFORMATION (*620) Date: 05/15/02 Time: 05:42:24
AGENT_NO | TOTAL_CALL | UNANSWERED_CALL | AVE_RING_TIME | AVE_SVC_TIME ======================================================================
1001 | 0 | 0 | 00Min 00Sec | 00Min 00Sec ======================================================================
If PGM 161 – F9 ACD PRINT ENABLE is ON, ON Demand print format is not used.
Only Periodic format can be printed as below.
~ 1 = 2 = 3 = 4 = 5 cr lf
Field(s) Meaning(s)
~(tilt) Means start of ACD statistics and is always located at first column
=(equal) Delimiter between each meaningful data
1 Each Agent number
2 Total call counter
3 Unanswered call counter
4 Average ringing time (eg, if this is 96, it means 1 min 36 sec) 5 Average service time (eg, if this is 96, it means 1 min 36 sec)
lf Line Feed (0x0A)
cr Carriage Return (0x0D)
To print ACD Statistics
1. Press a programmed {ACD Status} button:
1(Status)/2(Dbase)/3(Duty)/#(Print)) 2. Dial ACD Statistics Reporting Code ”#”.
3. In the reporting status (1), the supervisor can initialize all stored reporting database by pressing [MUTE] button before hang-up. When press {ACD} button in any sub state, station goes to (2) state.
4. Below information is example of Group Statistics.
====== ACD GROUP INFORMATION (*620 GRP) ======
Date: 05/15/02 Time: 05:40:07 - Total Calls: 2
- Unanswered Calls: 2 - All STA Busy Count: 2
- Average Ringing Time: 00Min 00Sec - Average Service Time: 00Min 00Sec - All STA Busy Time: 01Min 17Sec - Calls in Queue, Now: 0
This ACD Statistics format is used PGM 161 – F9 ACD PRINT ENABLE is ON.
If this option is ON, ON Demand print format is not used. Only Periodic format can be printed.
~ 1 = 2 = 3 = 4 = 5 = 6 = 7 = 8 = 9 = 0 cr lf
Field(s) Meaning(s)
~(tilt) Means start of ACD statistics and is always located at first column
=(equal) Delimiter between each meaningful data
1 ACD Group number
2 Total call counter
3 Unanswered call counter
4 All busy counter
5 Average ringing time (eg, if this is 96, it means 1 min 36 sec) 6 Average call service time (eg, if this is 25, it means 0 min 25 sec) 7 Total busy time (eg, if this is 64, it means 1 min 04 sec)
8 Number of current queued calls
9 Longest queued time
0 Average queued time
lf Line Feed (0x0A)
cr Carriage Return (0x0D)
To go to the Main Menu
1. Press [HOLD/SAVE] button, then go first step as below
[1] ACD STATUS [2] ACD DATABASE [3] ACD DUTY [#] ACD PRINT
To re-route queued calls with answer
1. Assign a flexible button as {ACD Group} button
2. During the flashing the DSS LED of the {ACD Group} button, Press the {ACD Group} button 3. The first queued incoming CO call is answered by supervisor
4. If the supervisor lifts handset , the preferred line will be answered
5. The following operation follows the normal operation for the DSS button feature assigned to “station group”.
To re-route queued calls without answer
1. Assign a flexible button as {ACD Group} button
2. Be flashing the DSS LED of the {ACD Group} button when there are queued calls
3. A supervisor presses ‘No answer reroute code’ 564 and destination station number or {DSS} in order
1. Call the busy agent and receive busy tone.
2. Press {ACD} flexible button.
3. The supervisor can monitor the agent, but will not send audio to the agent.
To Record an agent's conversation at ACD supervisor, 1. Call the busy agent and receive busy tone.
2. Press {ACD} flexible button.
3. The supervisor can monitor the agent, but will not send audio to the agent.
4. Supervisor press [Two Way Recording] button.
5. When Two way record is stopped, recorded VMIB message is leaved at supervisor station.
To activate UCD-DND manually
1. Assign {UCD-DND} with UCD-DND feature code [Trans] + 87 +Group NO on station 2. A UCD member user presses {UCD-DND} button in order to go UCD-DND mode..
3. A {UCD-DND} button turns steady on and that station goes UCD-DND mode.
To deactivate UCD-DND
1. If a UCD member goes UCD-DND mode, a {UCD-DND} button turns steady on.
2. A UCD member presses {UCD-DND} button.
Condition
The supervisor should assign a flexible button for {ACD}.
[TRANS/PGM] + Flex. BTN + [TRANS/PGM] + 8＊ + ACD Group No + [HOLD/SAVE]
The user can see the group status by ACD supervisor or by printing periodically to RS-232C print.
To print ACD statistics periodically, set the ACD PRINT ENABLE(PGM 161-F9) and the ACD Print Timer (PGM 161-FLEX 10: 10sec base).
The agents can also print and view the ACD statistics as the supervisor.
The agent can login and logout using Hot Desk feature.
If ‘ACD PRINT ENABLE (PGM 161–F9)’ is set to ON, only periodical statistic is printed.
A guaranteed announcement is obtained by assigning 0 seconds to the first announcement.
Reference
A. Traffic Analysis: 2.18
Admin Programming
1. Hunt Group Assignment (PGM 190) 2. Hunt Group Attribute (PGM 191) 3. ACD Print Enable (PGM 161 – FLEX 9) 4. ACD Print Timer (PGM 161 – FLEX 10)
5. ACD Clear Database after Print (PGM 161 – FLEX 11)