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
Supervisor Functions
Intrusion
This is useful if you need to assist an Agent who is occupied in
conversation.
z Call the Agent position.
Busy tone.
12 May 10:35 +15° 0=00 1=00 2=00 3=00
AGENT 1 203 BUSY
camp-on call-back intrusion
intrusion Press (see display).
Intrusion tone is heard and a three party call is established. When
the called extension replaces the handset, and you keep off hook,
the extension will be recalled automatically.
11BusinessPhone – ACD Supervisor
Supervisor Functions
Silent Intrusion
This is useful when you want to listen in on a conversation of an
Agent. Neither the Agent nor the other party gets any indication
that you are listening.
Silent Intrusion Ô Press (pre-programmed).
Or:
*65* Dial.
Agent Ô Press (pre-programmed).
# Press.
The display shows the name and the number of the Agent.
Procedures during the Silent Intrusion:
The Agent clears:
The Supervisor takes over the call. The Agent is free again.
Or:
The Supervisor clears:
The Agent stays in conversation.
Or:
The Supervisor decides to take over the call:
Intrusion Ô Press to disconnect the Agent (pre-programmed).
Or:
8 Press to disconnect the Agent.
The other party is connected to you.
BusinessPhone – ACD Supervisor12
Statistics
Statistics
ACD statistics
The ACD system can provide you with statistics of the traffic in
each ACD group. To be able to read out the statistics, you have to
define a measurement period.
There are several kinds of statistics available for each ACD group:
• The total number of calls during the period.
• The number of answered calls during the period.
• The average queue time for calls during the period.
Two threshold times (0 to 255 seconds) can be set for each ACD
group to provide additional statistics:
• The number of calls answered before and after the threshold
time 1 (T1) during the period.
• The number of disconnected calls before and after the
threshold time 2 (T2) during the period.
13BusinessPhone – ACD Supervisor
Statistics
Programming mode
To get correct statistical information, it is necessary to program the
system according to your requirements. In order to read out the
statistics, you also have to enter the programming mode.
*00# Dial.
12 May 10:35 +15° 0=00 1=00 2=00 3=00
SELECT PROGRAMMING
system phone
system Press (see display).
z Enter the Password.
Note: When you enter the programming mode for the first
time you have to use the Default Password 00000.
Enter Ô Press (pre-programmed).
Or:
2nd Ô# Press.
The phone is in programming mode. Now you can enter a
command, see the following pages.
Change Password
When you enter the programming mode for the first time, we
recommend to change the Password.
5201 Dial.
z Enter the new Password.
(Password should consist of 5 numeric digits).
Enter Ô Press (pre-programmed).
Or:
2nd Ô# Press.
Your new Password is programmed.
BusinessPhone – ACD Supervisor14
Define measurement period
To generate statistics about the ACD groups, you have to define a
measurement period.
3701 Dial.
Enter Ô Press two times (pre-programmed).
Statistics
z Dial the start time.
Day (01-31) + hour (00-23) + minute (00-59).
Note: The start time must be later than the current time.
Enter Ôz Press and dial the stop time.
Day (01-31) + hour (00-23) + minute (00-59).
ì In case of a typing error, press the Volume Down key to delete
the latest entered digit.
Enter Ô Press (pre-programmed).
í Press to finish programming.
The phone returns to normal mode.
Define thresholds
As mentioned before, you can define two thresholds in your
measurement period, individually for each ACD group.
Threshold 1 (T1):
3810 Dial.
Enter Ô Press (pre-programmed).
Or:
2nd Ô# Press.
z Dial the ACD group number (calling number).
Enter Ô Press (pre-programmed).
15BusinessPhone – ACD Supervisor
Statistics
z Enter threshold time (0 - 255 sec.).
Enter Ô Press (pre-programmed).
ì In case of a typing error, press the Volume Down key to delete
the latest entered digit.
í Press to finish programming.
The phone returns to normal mode.
Threshold 2 (T2):
3811 Dial.
Follow the same procedure as mentioned above.
Print statistics
If a printer is installed, you can get a printout of the statistics
collected during the measurement period.
*40# Dial.
Display statistics
The list below shows which statistics can be read out of the
system. To retrieve the information from the display you have to
enter the command and follow the procedure below.
Function Command no.
Number of calls 3805
Number of answered calls 3806
Average queue time 3807
Answered calls before T1 3812
Answered calls after T1 3813
Disconnected calls before T2 3814
Disconnected calls after T2 3815
BusinessPhone – ACD Supervisor16
3805 Dial.
Enter Ô Press (pre-programmed).
Or:
2nd Ô# Press.
z Dial the ACD group number (calling number).
Statistics
ì In case of a typing error, press the Volume Down key to delete
the latest entered digit.
Enter Ô Press (pre-programmed).
forward Press backward or forward to step through (see display).
The display will show the number of calls to the ACD group within
the measurement period. If you want to read out all the statistics,
there is no need to enter the command every time, you can step
through the commands with the Menu keys.
í Press to finish programming.
The phone returns to normal mode.
17BusinessPhone – ACD Supervisor
Working as an Agent
Working as an Agent
As a Supervisor you have the possibility to log on as normal Agent
position, in order to help the Agents during peak hours.
Although you are logged on as an Agent you will not lose your
Supervisor functionality.
This section describes how to work as an Agent.
Activate the ACD function
When you have activated the ACD function, your extension is ready
to receive ACD calls. When you log on in one or more ACD groups,
you will also get the incoming calls to the related group.
Note: When your phone is not logged on in an ACD group
it works as a normal extension, and you will be reached via
your normal extension number.
Select group
You have to select in which of the ACD groups you want to take
calls. Do this when your phone is idle.
ACD 1 Ô Toggle to select/deselect ACD groups (pre-programmed).
When you have selected an ACD group, the related key lamp
shows steady light.
Log on
Ready Ô Press (pre-programmed).
The ACD Ready lamp shows steady light and the ACD group
lamps are extinguished. ACD calls will now be placed on your
phone.
BusinessPhone – ACD Supervisor18
Working as an Agent
The display will show the queue status:
12 May 10:35 +15° 0=00 1=00 2=00 3=00
AGENT1 201
directory redial prog
Note: When you are logged on as an Agent, you should
always have Busy On 2nd Line activated, in order to prevent
that ACD calls will be placed on your phone while you are in
an internal or external conversation.
Log on with PIN Code
Only in conjunction with the ACD Call Centre Supervisor (optional
PC-based system).
The PIN code is a personal identification code, which can be used
to create personal Agent statistics in the ACD CCS, for example
when several persons are using the same phone e.g. during a
change shift.
Ready Ô Press (pre-programmed).
The ACD Ready lamp starts flashing. You are requested to enter
the PIN Code.
z# Dial the PIN code (1 - 3 digits) and press.
The ACD Ready lamp shows steady light and the ACD group
lamps are extinguished. ACD calls will now be placed on your
phone.
Log on with Agent Number
Agent number is a personal identification number, which can be
used to select the proper individual greeting of the Agent. This
greeting will be played to the caller each time the Agent answers an
ACD call.
Ready Ô Press (pre-programmed).
The ACD Ready lamp starts flashing. You are requested to enter
the Agent Number.
z# Dial the Agent Number (1 - 255) and press.
19BusinessPhone – ACD Supervisor
Working as an Agent
The ACD Ready lamp shows steady light and the ACD group
lamps are extinguished. ACD calls will now be placed on your
phone. Please ask your system administrator for your Agent
Number.
Note: A combination of the two log on procedures (with
PIN and Agent Number) is also possible. In this case the
ACD Ready key should only be pressed one time when you
start the log on procedure.
Deactivate the ACD function
If you want to leave your Agent position you should log off to
secure that no ACD calls will be placed on your phone.
Ready ÕÔ Press (pre-programmed).
The ACD Ready lamp is extinguished. In this mode you can select
or deselect ACD groups.
Note: If you leave your Agent position without logging off,
the system will automatically log off your extension if the
next ACD call on your telephone is not answered within a
defined period (programmable).
Answer calls
A ringing signal and a flashing ACD group lamp indicates an
incoming ACD call.
ACD 1 ÖÔ Press (pre-programmed).
This is not needed if your phone is set up for direct answer. You
take the call. A prerecorded voice greeting will be sent to the caller
(if programmed). The ACD group lamp extinguishes.
í Press to terminate a call.
BusinessPhone – ACD Supervisor20
Working as an Agent
Clerical
The Clerical function offers you a certain period after finishing an
ACD call and before the next ACD call is presented. There are three
ways to configure the Clerical function:
• Automatic Clerical Time
After a programmed time the system automatically makes you
available for further ACD calls. In this case you have no Clerical key
on your phone.
• Automatic Clerical Time with Clerical key
The Clerical Time can be concluded by pressing the Clerical key. It
is also possible to wait until the system makes you available for
further ACD calls after the fixed Clerical Time has elapsed.
• Manual Clerical Time
By pressing the programmed Clerical key you can decide on your
own when you are ready for further ACD calls.
The Clerical Time may also be presented on the telephone display
instead of the ACD queue information (during Clerical Time only).
12 May 10:35 +15° Clerical Time: 02.45
ACD GRP 1 202
directory redial prog
Remaining Clerical Time is displayed
The displayed Clerical Time will count down (5 second steps) from
the programmed fixed Clerical Time until the Clerical Time has
expired or the Clerical key has been pressed.
Note: Less than 5 seconds of programmed fixed Clerical
Time will not be displayed.
Elapsed Clerical Time is displayed
If no fixed Clerical Time is used, the Clerical Time will count up until
the Clerical key is pressed.
Note: After a period of 59:55 minutes the displayed
elapsed Clerical Time is no longer updated.
21BusinessPhone – ACD Supervisor
Working as an Agent
Clerical key
If the ACD extension has a Clerical key programmed, the
associated key lamp is used for clerical state indications:
Flashing light: Call Code required
Steady light: press Clerical key
There are two possible functions depending on the system
configuration:
Without Call Code
The key lamp is lit. When you are ready to receive a new call.
Clerical ÕÔ Press (pre-programmed).
Clerical ÖÔz Press (pre-programmed) and dial the code (1-5 digits).
A new call may be presented.
With Call Code
If the key lamp flashes, the system requires a Call Code. The Call
Code is used in conjunction with the ACD Management System to
classify calls and to create statistics over all ACD Activities.
# Press.
The key lamp lights.
When you are ready to receive a new call:
Clerical ÕÔ Press (pre-programmed).
A new call may be presented.
Erase and enter a new code
Before you press square you can erase the code.
í Press to erase the code.
Clerical ÖÔz Press (pre-programmed) and repeat the procedure with the
new code.
BusinessPhone – ACD Supervisor22
Working as an Agent
No Clerical key
If you have not programmed a Clerical key on your telephone set
you have two ways to conclude the Clerical Time:
Without Call Code
After the programmed time the system automatically makes you
available for further ACD calls.
With Call Code
After disconnection of the call the system will ask for a Call Code.
You will automatically be made available for the next ACD call after
you have entered a valid Call Code and the fixed Clerical Time has
elapsed.
Multiple Call Codes
If one Call Code is not sufficient you can program the system so
that it requires one or more Call Codes to classify calls (for
programming of this feature ask your system administrator).
After entering the first Call Code the system prompts you to enter
the next Call Code:
Note: If one Call Code is enough, press # twice after
entering the first Call Code.
z Dial the code (1-5 digits).
# Press.
When you are ready with classifying the call:
# Press (without entering a Call Code).
The key lamp lights.
Clerical ÕÔ Press (pre-programmed).
A new call may be presented.
23BusinessPhone – ACD Supervisor
Working as an Agent
Call Codes for non ACD calls
Sometimes it is necessary to assign Call Codes to outgoing
external non ACD calls. You can enter one Call Code for non ACD
calls during the agent-state ‘Pause’. No Clerical Time is issued in
this case.
Monitoring of time-outs
To calculate how long the fixed Clerical Time for a certain ACD
group should be programmed the clerical procedure can be
monitored for evaluation purposes. After the fixed Clerical Time has
elapsed and no valid Call Code has been entered the system
makes you passive after a certain number of time-outs (number of
time-outs is programmable). You will become aware of a time-out
by a displayed message
timeout.
ACD pause key
Your phone may also be equipped with a Pause key. This option
allows you to make a pause without logging off from the system.
To avoid the misuse of this option, a pause limit is used. Please ask
your system administrator for the pause limit.
ACD pause Ô Press (pre-programmed).
Your phone is in pause state. The key lamp lights.
When you want to leave the pause:
ACD pause ÖÔ Press (pre-programmed).
The key lamp extinguishes. Your phone is active again and ready to
receive new calls.
Note: If you stay in pause longer than the pause limit, you
will automatically be logged off from the system.
BusinessPhone – ACD Supervisor24
Working as an Agent
Night/Day Switch of the ACD group
The Night Switch function of ACD group will be used for handling
the calls after the working hours. In this case a night answering
position will be defined and all calls will be routed there. Each ACD
group has its own Night Switching code.
Note: You can also program these codes on a Function
key.
*89o Dial to switch the ACD group into night service.
The fourth digit of the code can be 0-7.
í Press to finish the procedure.
Note: Use the same procedure to switch the ACD group
into day service.
Simultaneous Night/Day Switch for all ACD groups
*898 Dial.
Please ask the system administrator which ACD groups you are
permitted to switch into night service.
í Press to finish the procedure.
Note: Use the same procedure to switch all the ACD group
into day service.
25BusinessPhone – ACD Supervisor
Glossary
Glossary
ACD group
A group of agents with programmed Answer
keys for one of the ACD queues.
Agent
Any extension having at least one programmed
ACD Answer key.
Agent group
Any group of agents.
Agent number
A number used to distinguish between the
different agents and is equivalent with the
individual agent greeting announcement
reference number.
Call Code
A code dialled by the agent. See sections
“Clerical key” on page 22, “No Clerical key” on
page 23, “Multiple Call Codes” on page 23 and
“Call Codes for non ACD calls” on page 24.
Clerical key
A key on an agent telephone used for initiating
a clerical period. See section “Clerical key” on
page 22.
Clerical Time
The time between two calls that the agent may
use for other purposes. Clerical Time may be
common or individual. The Clerical Time can be
displayed on the telephone display. See
section “Clerical” on page 21.
Dynamic queue
A queue which length changes due to the
change of the number of agents that are
logged on to the ACD group.
Extension
All telephones connected to the PBX have a
unique internal number (up to 8 digits). If your
telephone is equipped with a display, you can
see your number.
ISDN
Integrated Services Digital Network. Provides
your system with supplementary services from
the public net.
Pause key
A key on an agent telephone used to initiate
and stop a job interruption for a certain time
without logging off from the system. See
section “ACD pause key” on page 24.
PBX
Private Branch Exchange. Your telephone
switching system (e.g. BusinessPhone 250).
PIN
Personal Identity Number. A code used by the
agent to log on to the system. A PIN is only
useful when the system has a connected CCS
system. See section “Activate the ACD
function” on page 18.
Queue
Each ACD call number has a queue where calls
are queued when there are no free agents
available.
BusinessPhone – ACD Supervisor26
Glossary
Silent Intrusion
The supervisor may at any time intrude an
agent who is logged on. The supervisor may
also intrude if an ACD agent asks him to do it.
During Intrusion no warning tone is heard. See
sections “Agent requests help” on page 10,
“Intrusion” on page 11 and “Silent Intrusion” on
page 12.
Statistics
Facts about ACD calls presented directly by
the ACD system. See section “ACD statistics”
on page 13.
Supervisor
An agent with a Supervisor function for a
number of agents. The supervisor may be
equipped with a CCS system.
Tie line
An external line from the private network.
Time-outs
Limitation for how often the fixed Clerical Time
may be expired before the agent is
automatically logged out. See section
“Monitoring of time-outs” on page 24.
Trunk group
A group of trunks that are routed to an ACD
number.
Trunk line
A trunk line is the same as an external line. Can
be either digital or analog.
27BusinessPhone – ACD Supervisor
Index
Index
A
ACD pause key 24
ACD statistics 13
Activate the ACD function 18
Activation of queue indication 9
Agent requests help 10
Answer calls 20
C
Call agent 10
Call Codes for non ACD calls 24
Clerical 21
Clerical key 22
D
Deactivate the ACD function 20
G
Glossary 26
I
Intrusion 11
M
Monitoring of timeouts 24
Multiple Call Codes 23
N
Night/Day Switch of the ACD group 25
No Clerical key 23
S
Silent Intrusion 12
Statistics 13
ACD statistics 13
Programming mode 14
Supervisor Functions 9
Activation of queue indication 9
Agent requests help 10
Call agent 10
Intrusion 11
Silent Intrusion 12
Supervisor keys 10
Supervisor keys 10
T
The ACD Function 6
W
Welcome 4
Working as an Agent 18
ACD pause key 24
Activate the ACD function 18
Answer calls 20
Call Codes for non ACD calls 24
Clerical 21
Clerical key 22
Deactivate the ACD function 20
Monitoring of timeouts 24
Multiple Call Codes 23
Night/Day Switch of the ACD group 25
No Clerical key 23
P
Programming mode 14
BusinessPhone – ACD Supervisor28
Notes
Notes
29BusinessPhone – ACD Supervisor
Notes
BusinessPhone – ACD Supervisor30
Notes
31BusinessPhone – ACD Supervisor
Ericsson is shaping the future of Mobile and Broadband Internet communications through its
continuous technology leadership. Providing innovative solutions in more than 140 countries,
Ericsson is helping to create the most powerful communication companies in the world.
All rights reserved.
Ericsson Enterprise AB
For questions regarding the product,
please contact your Ericsson Enterprise Certified Sales Partner.
Also visit us on www.ericsson.com/enterprise
© Ericsson Enterprise AB 2003
EN/LZTBS 160 375 R1A
Printed on chlorine free paper.
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