Basic ACD Planning. Agent Skill Group Planner ACD. Overflow Time

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Basic ACD Planning

Agent Skill Group Planner

The Agent Skill Group Planner assists in planning the distribution of workload between agent skill groups. Using the information collected from customer requirements you can fill in the Agent group planner and program the 3300 ICP as shown.

Name

The Name field specifies the name of the agent skill group. The Agent Skill Group name is programmed in the Telephone Directory.

Overflow Time

The overflow time specifies the maximum length of time that a waiting ACD call remains at this group before overflowing to another agent skill group. The timer range is 0 seconds to 54 minutes. The use of this field is optional.

Predictive Overflow

Predictive overflow determines whether a newly-queued call to an agent skill group should be

immediately overflowed or sent to the next agent skill group. The average call duration is based on the average agent talk time, including the work timer. If the system predicts that a call will not be answered before the overflow timer expires, the system places the call in overflow before the timer expires.

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Interflow Time

The system performs a load calculation when each new call arrives at an agent skill group, or when the status of an agent changes. If the system predicts that a call will not be answered before the timer expires, the system forces an immediate overflow.

1st Threshold

The 1st Threshold field specifies the time period for the first call-waiting threshold. If calls are waiting beyond this time period, the LED symbol beside the Generic and Specific Group Alert keys on the Mitel phone changes. 2nd Threshold

The 2nd Threshold field specifies the time period for the second call-waiting threshold. If calls are waiting beyond this second time period, the LED symbol beside the Generic and Specific Group Alert keys on the Mitel phone changes again.

Alert Device

The Alert Device is a

preprogrammed Specific Group Alert key typically programmed on the supervisor’s set.

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ACD Path Planner

The ACD Path Planner assists in planning the distribution of workload between agent skill groups.

Using the information collected from

customer requirements you can fill in the ACD Path planner to conceptually understand what is required to program the 3300 ICP.

Path Directory Number

The Path Directory Number field specifies the path access code used by the system to route calls into the ACD Path. This field is similar to a hunt group number in the system.

Path Name

The Path Name is the telephone directory name for the Path Directory Number. Priority

If there is an agent skill group serving two or more paths, the path with the highest priority will be served by an agent first. The range of values a path can have are 1 to 64 with 1 being the highest priority.

Path Reporting

The path reporting number is a mandatory, field that specifies the path number of the agent skill group. It is a required field for SMDR. The path reporting number must be a unique 3-digit number in range of 1 to 999. Enter '0' if you don't wish to report a path number.

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Programming ACD

Programming Checklist

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Assign telephones as ACD sets

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Program all required feature access codes

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Create Classes of Service for agents, supervisor sets and RADs

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Create Generic and Specific Group Alert keys

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Program RADs and RAD Hunt Groups

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Program ACD Agents

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Program Agent Skill Groups

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Program Dialing Lists (if required)

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Program ACD Paths

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Label paths, agent skill groups and agents in the Telephone Directory

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Assign telephones as ACD sets

After planning is complete, the first programming step is to enable DNI or IP multiline sets, to allow an ACD agent to log in. This is done in the Multiline IP or Multiline DNI Set Configuration form.

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Program all required feature access codes In a call center, often agents do not have assigned seating.

When an agent sits at an ACD phone she uses the ACD Agent Login feature access code and logs in with her agent ID.

Once logged in, the system associates that phone’s extension number with the agent ID.

Program all required feature access codes in the Feature Access Code Assignment form. Commonly used codes are:

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ACD Agent Login and ACD Agent Logout

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ACD Silent Monitor

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Make Busy

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Do Not Disturb

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Create Classes of Service for agents, supervisor sets and RADs

The agent’s COS can be used to enable:

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ACD Silent Monitor - Accept

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ACD Silent Monitor – Notification

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Enable Do Not Disturb

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Define the work timer

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Define the ACD Agent Logout No Answer timer

The supervisor’s COS should be assigned to the supervisor’s set and to their agent ID (if they have one) and can be used to enable:

• ACD Silent Monitor – Allowed • Enable Do Not Disturb

• Define the work timer

• Define the ACD Agent Logout No Answer timer

NOTE

SMDR External should be enabled in all Classes of Service.

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Create Generic and Specific Group Alert keys

In order for agents to monitor the queue status for their agent skill group, program a Generic Group Alert key on all ACD agent sets.

In order for supervisors to monitor the queue status for all their agent skill groups, program a Specific Group Alert key for each agent skill group for which they are responsible.

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Program RADs and RAD Hunt Groups Typically, the ACD path will play a recording at

designated intervals advising the caller of their status within the queue.

Recorded Announcement Devices may be used and should be placed in a RAD Hunt Group.

RAD groups provide a method whereby a site can be configured with multiple copies of any given recorded message.

When an incoming call is connected to a RAD and one of the RAD messages is playing, one of the other RAD messages can be connected sot that no delay is introduced.

Create the COS for the RADs:

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Program ACD Agents

ACD Agents are programmed in the Agent ID

Assignment form and are assigned a Class of Service and Class of Restriction specific to that agent. The Agent ID name is programmed in the Telephone Directory and the Agent Skill Group number will auto-populate once the agent is assigned to a group.

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Program Agent Skill Groups

Add the agents to agent skill groups in the Agent Skill Group Assignment form according to the ACD plan for the customer.

Set the 1st and 2nd Status Threshold timers as required

and identify the Alert device..

Remember to add the Agent IDs as members to the agent skill group.

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Program Dialing Lists (if required) Program the Path Interflow Dialing List Assignment form if the callers will be provided with the ability to dial out of queue.

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Program ACD Paths

Program the path in the Path Assignment form. Ensure the ACD programming is tested thoroughly to verify its functionality prior to going live at a customer site.

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