Aastra ACD Supervisor User Guide
ACD Supervisor
BusinessPhone Communication Platform
User Guide
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EN/LZTBS 160 375 R1A
© Ericsson Enterprise AB 2003
BusinessPhone – ACD Supervisor2
Table of Contents
page
Welcome ..........................................................4
The ACD Function ............................................6
Supervisor Functions ........................................ 9
Statistics ........................................................ 13
Working as an Agent ...................................... 18
Glossary ......................................................... 26
Index .............................................................. 28
Tab le of Co nt en ts
3BusinessPhone – ACD Supervisor
Welcome
Welcome
Welcome to the User Guide for ACD Supervisors in the
BusinessPhone Communication Platform from Ericsson. The
BusinessPhone Communication Platform consists of
BusinessPhone 50, BusinessPhone 128i and BusinessPhone 250.
With Ericsson as a provider of your ACD system, your call centre
needs will be fulfilled, regardless of the size of your call centre. The
features described in this user guide are related to version 5.1 or
higher of the BusinessPhone Communication Platform. Some
might not work in earlier versions of the system and/or might be
protected by a hardware dongle that has to be bought separately.
The User Guide describes the facilities of the BusinessPhone
Communication Platform and the Supervisor phone with a default
programming. There may be some differences in the way your
phone is programmed. Please consult your system administrator if
you need further information.
The latest version of this User Guide can also be downloaded from:
http://www.ericsson.com/enterprise/
Note: Dialog 4223 Professional / Dialog 3213 is a system
telephone, i.e. it can only be used for an Ericsson private
branch exchange that supports this type of telephone.
BusinessPhone – ACD Supervisor4
Welcome
Copyright
All rights reserved. No parts of this publication may be reproduced,
stored in retrieval systems, or transmitted in any form or by any
means, electronic, mechanical, photocopying, recording or
otherwise, without prior written permission of the publisher except
in accordance with the following terms.
If this publication is made available on Ericsson media, Ericsson
gives its consent to downloading and printing copies of the content
provided in this file only for private use and not for redistribution. No
parts of this publication may be subject to alteration, modification
or commercial use. Ericsson will not be liable for any damages
arising from use of an illegal modified or altered publication.
Warranty
ERICSSON MAKES NO WARRANTY OF ANY KIND WITH
REGARD TO THIS MATERIAL, INCLUDING, BUT NOT LIMITED
TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND
FITNESS FOR A PARTICULAR PURPOSE. Ericsson shall not be
liable for errors contained herein nor for incidental or consequential
damages in connection with the furnishing, performance or use of
this material.
Declaration of Conformity
Hereby, Ericsson Enterprise AB, S-131 89 Stockholm, declares
that this telephone is in conformity with the essential requirements
and other relevant provisions of the R&TTE directive 1999/5/EC.
Details to be found at:
http://www.ericsson.com/sdoc
5BusinessPhone – ACD Supervisor
The ACD Function
The ACD Function
Automatic Call Distribution (ACD) is a system that distributes
incoming calls evenly among the members of an answering group the Agents.
Incoming calls are distributed to free Agents. If several Agents are
free, the call will be presented to the Agent who has waited the
longest. If a call cannot be connected immediately to a free Agent it
will be placed in a queue. Each queue is handled according to the
First-in First-out principle. If maximum queue length is obtained,
incoming calls can be overflowed to an alternative answering
position, e.g. another call group, an extension, the operator or a
Voice Mailbox.
The system can be programmed for dynamic queue length, this
means that the maximum queue length will vary proportionally to
the number of active Agents, and thus maintains an even service
level. Priority overflow patterns (i.e. calls that cannot be answered
by Agents with the highest priority are automatically overflowed to
free Agents with lower priorities) can also be pre-programmed to
handle specific traffic conditions.
To monitor the work load and call traffic, the Supervisor is provided
with statistical call information. The Supervisor can re-organize the
ACD groups to meet varying demand or, if needed, provide Agents
with direct assistance on the phone. During peak hours the
Supervisor can also activate himself as a normal Agent position.
Each Agent can be a member of several ACD groups.
The system can handle up to eight ACD groups (numbered 0 - 7),
each with a specific call number.
Note: If you are using the Dialog 4223 Professional and you
want to supervise more than 4 ACD groups, the optional
key panel DBY 419 01 has to be connected to your
telephone. For more information, please ask your system
administrator.
BusinessPhone – ACD Supervisor6
The ACD Function
Your Supervisor position is equipped with either a Dialog 4223
Professional or a Dialog 3213 phone. The phone has special preprogrammed keys related to the specific ACD features.
Dialog 4223 Professional Dialog 3213 Executive
7BusinessPhone – ACD Supervisor
The ACD Function
Phone keys Dialog 4223 / Dialog 3213
This table gives you an overview of the different key design of the
Dialog 4223 Professional and the Dialog 3213 Executive. In this
user guide you will only find illustrations of the Dialog 4223 keys.
If you are using the Dialog 3213 Executive, please refer to the table
below to find out the appropriate key combination.
Key Dialog 4223 Dialog 3213
Clear
í X
Headset
Loudspeaker
Mute
Programmable
Function key
Vol ume
Í
Headset h
 s
É m
Ôg
ì V
BusinessPhone – ACD Supervisor8
Supervisor Functions
Supervisor Functions
Activation of queue indication
As a Supervisor you can monitor the ACD queue situation without
getting ACD calls to your phone.
Ready Ô Press (pre-programmed).
Verification tone, the display will show:
12 May 10:35 +15°
NO ACTIVE QUEUE
If this message appears in your display, you will not receive any
ACD calls on your phone.
Note: When you only want to monitor the queue situation
you must secure that no ACD group is selected (ACD group
lamp shows steady light) otherwise you will be logged on as
a normal Agent when you press the Ready key.
í Press.
The Ready key lamp lights.
12 May 10:35 +15° 0=00 1=00 2=00 3=00
SUPERVISOR 201
directory redial prog
The display shows the queue situation (number of calls that are
waiting) for each group (groups 0-3, then groups 4-7 in 5 seconds
intervals).
Ready ÕÔ Press to deactivate queue indication (pre-programmed).
9BusinessPhone – ACD Supervisor
Supervisor Functions
Call agent
Agent Ô Press (pre-programmed Supervision key).
Your call will be presented on Line 2 of the Agent’s phone and will
override any blocking.
Supervisor keys
Supervision keys can be pre-programmed on your phone to
monitor and call individual Agent positions. The number of
Supervision keys can be increased with an optional key panel.
Agent Ô Agent key lamps inform about the status of the individual
Agent positions:
• Extinguished Logged off
• Steady light Ready to answer or busy with a none
ACD call
• Light with short breaks Busy
• Slowly flashing Clerical
• Rapidly flashing Request for help
(simultaneous ringing signal)
Agent requests help
When an Agent requests help, the respective Agent key lamp starts
flashing rapidly and you will get a ringing signal.
There are two ways to help an Agent:
Option 1 - Answer the help call
Agent ÖÔ Press the flashing Agent key (pre-programmed).
You will be presented on Line 2 of the Agent position.
Option 2 - Intrude into the ongoing call
See section “Intrusion” on page 11.
BusinessPhone – ACD Supervisor10
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