ACD Agent Issue 2 R7 User Guide

Agent.book Page -i Monday, January 10, 2005 4:39 PM

Automatic Call Distribution
(ACD)

AGENT USER GUIDE

76-110-0430/G Release 7 Issue 2

Agent.book Page 0 Monday, January 10, 2005 4:39 PM

76-110-0430/G

Release 7

Issue 2

Automatic Call Distribution (ACD)

AGENT USER MANUAL

Telrad Connegy, Inc.

Woodbur y, N.Y.

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76-110-0430/G

Release 7

Issue 2

Telrad Connegy, Inc.

Far mingdale, N.Y.

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NOTICE

This publication refers to Telrad Connegy’s Automatic
Call Distribution (ACD) package running on Telrad

Connegy’s UNITe IP system, Releases SB-7 and up,
UNITe IP 400 system, Releases DB-7 and up, or on UNITe
IP 1000 system, Release LB-7 and up, as of March, 1999.

This publication describes the operation of the agent’s
position, using any Telrad Connegy’s Avanti telephone,
although preferably one with a display.

Telrad Connegy reserves the right to modify the equip­ment and the software described herein without prior
notice. However, changes made to the equipment or to
the software described herein do not necessarily render
this publication invalid.

 1999 Telrad Connegy, Inc.

Farmingdale, New York

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CONTENTS

INTRODUCTION 1

GENERAL 1
SCOPE OF THE USER GUIDE 2
ABOUT ACD 2
FROM THE CALLER'S PERSPECTIVE 2
FROM THE AGENT'S PERSPECTIVE 3
FROM THE SUPERVISOR'S PERSPECTIVE 4
SUMMARY 4
APPLICABLE DOCUMENTATION 4
CONVENTIONS 5

PROCESSING AN INCOMING ACD CALL 6

HOW A CALL ARRIVES AT YOUR STATION 6
ANSWERING AN ACD CALL 7

BEGINNING YOUR WORK AS AN ACD AGENT 8

BEFORE YOU PERFORM LOGIN 8
PERFORMING LOGIN 9
USING A HEADSET 10
WORKING WITH THRESHOLDS 10
USING THE PROGRAMMABLE BUTTONS

ON YOUR TELEPHONE 11
INCOMING CALL ORIGINS 12
WORKING ON MORE THAN ONE ACD QUEUE 13

PROCESSING CALLS FROM THE ACD QUEUE 14

GENERAL 14

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AVAILABLE MODE AND ANSWERING ACD CALLS 15
WRAP UP MODE 16
NOT AVAILABLE MODE 17
FORCED BUSY MODE 18

WORKING WITH OVERFLOWS 18

WORKING WITH INTERFLOW 20
TERMINATING AN ACD CALL 20
RECORDING A CALL 21
TAKING A BREAK 21
PERFORMING LOGOUT 21
MAKING AND ANSWERING NON-ACD CALLS 21

GETTING HELP FROM YOUR SUPERVISOR 22

REQUESTING ASSISTANCE 22
SUPERVISED CALLS 23
WHAT YOUR SUPERVISOR KNOWS

ABOUT YOUR ACD WORK 23

GLOSSARY 24

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INTRODUCTION

GENERAL

This User Guide provides operating instructions for the Automatic
Call Distribution (ACD) agent to carry out your work as part of the
ACD system, using one of the Avanti family of telephones. It also
provides an introduction to the ACD concept, giving you
background on how you and the system in which you are an
important part operate together.

The User Guide is structured to provide the information you need
to do your job efficiently and effectively. It attempts to cover the
situations you are likely to encounter. If, however, at any time you
feel the need for additional guidance or assistance, contact your
supervisor. You will also need to check with your supervisor for
operational parameters specific to your location.

The User Guide assumes that you are familiar with the basic
operating principles of the Avanti telephones. For instructions on
their regular features, refer to the series of Avanti telephone User
Guides.

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SCOPE OF THE USER GUIDE

This User Guide provides you the necessary information to carry
out your job:

• Background on how the ACD system works;

• How a call arrives at your telephone;

• How to log in and log out at your telephone;

• How to handle the various types of calls you receive;

• How to use the programmable buttons on your telephone
and to gain information from the telephone display;

• How to get help from your supervisor;

• A glossary of ACD terms you may encounter.

ABOUT ACD

Automatic Call Distribution responds to the needs of any
organization dealing with a large number of incoming calls that
are handled by a group of persons (agents). Whether they are to
place orders, request service, seek information, or for any other
purpose, these calls have to be
quickly as possible.

answered both as capably and as

FROM THE CALLER'S PERSPECTIVE

Callers who are waiting to be answered need ongoing
reassurance that they will be responded to as soon as possible.
This reassurance, by means of a series of recorded
announcements, minimizes both their impatience and their
likelihood of hanging up, thus losing an order or angering a
customer! It also keeps them in a more positive frame of mind for
when you do talk with them.

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FROM THE AGENT'S PERSPECTIVE

You are one of a number of agents working for your organization.
ACD distributes calls among the agents, who are organized into
ACD groups. The incoming calls are distributed in such a way as
to equalize the work load among agents.

ACD routes incoming calls into ACD queues, according to their
specific incoming lines. Queues are calls waiting to ring, in order
of their assigned priority and order of arrival, at telephones
assigned to that ACD group queue. This routing of calls is called
an ACD routing plan.

The [QUEUE] button LED on your telephone indicates, by its
color and rate of flashing, the several possible status conditions
of the queue relative to the amount of time the calls are waiting.
Your display informs you of the routing plan of the call you are
answering, enabling you to know the probable nature of the call.

There are times in every organization when there will be a surge
of incoming calls in one area. These calls would have a very long
waiting time, if served only by agents assigned to the responsible
ACD group queue. ACD automatically performs an overflow,
after a programmed period of time. Overflow is a procedure by
which each call in a queue that has waited the programmed time
now also waits in an additional ACD queue, served by a different
group of agents. Overflow helps reduce the waiting time for these
callers and balances the agent work load.

Overflow can be carried out to up to three additional queues.
Overflow can also be programmed to work in a predictive
manner. That is, the system can correspond to a surge of calls
and start overflow even before the programmed time periods
have elapsed.

FROM THE SUPERVISOR'S PERSPECTIVE

Your ACD supervisor is responsible for providing help to you and
the other agents, supervising your work, and checking, online,
the efficiency of the ACD system configuration.

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SUMMARY

The purpose of an ACD system is to optimize the distribution of
incoming calls, so that:

• Incoming callers remain connected and receive the best
possible service;

• The burden of answering calls is distributed evenly among
the ACD agents;

• System resources are put to the best use.

APPLICABLE DOCUMENTATION

This User Guide is one of a series of User Guides and manuals
for the UNITe IP family of systems. Other relevant documentation
includes:

document catalog number

ACD supervisor user guide 76-110-0440/G

ACD system manual 76-110-0430/F

ACD I.Q. user manual 76-110-0675/F

ACD I.Q. Wallboard Installation and

76-110-0585/E

Programming guide

Avanti 3025 telephone set user guide 79-610-0010/A

Avanti 3020 & 3015D telephone sets

79-620-0010/A

user guide

Avanti 3000 & 3015 telephone sets user

79-650-0010/A

guide

IMAGEN Avanti 3025 user guide ?

IMAGEN Avanti 3020 & 3015D user

?

guide

IMAGEN Avanti 3000 & 3015 user guide ?

Administration manual -- Release 6:

76-110-0175/F
Contains a detailed explanation of the
programmable features and parameters
and a guide to the programming of each of
them on a personal computer.

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Administration, Installation and

76-110-0175/G

Upgrade Addendum -- Release 7:

Contains Release 7 additions and
revisions to the Release 6 Administration
and Installation manuals.

Administration forms -- Release 6:

76-110-0405/F
Contains a copy of each of the
programming forms.

Feature Description manual -- Release

76-110-0690/F
6: Provides a description of UNITe IP
systems features, and details criteria for
configuring the UNITe IP systems

Feature Description addendum --

76-110-0690/G
Release 7: Contains Release 7 additions
and revisions to the Release 6 Feature
Description manual.

CONVENTIONS

This User Guide describes ACD operation and status indications
for an agent telephone with both a display and all the ACD­associated programmable buttons defined. Some telephones
may not have a display, or on some telephones all of the buttons
described in this guide may not have been assigned.

In these cases, your supervisor will provide supplemental
documentation providing alternative procedures to follow.

In this User Guide:

1. Operations you perform are preceded by a bullet and are
shown like this:

•Press [QUEUE].

2. Text on the telephone display is shown like this:
SV MONITORING.

3. Buttons on the telephone are shown like this: [SPKR].

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PROCESSING AN INCOMING ACD
CALL

This section summarizes ACD call processing. The following
sections explain each activity in greater detail.

HOW A CALL ARRIVES AT YOUR STATION

Each incoming call to your organization is assigned, according to
its ACD routing plan, to a specific ACD group and queue, and is
given a call priority. It is entered either immediately into the ACD
queue for that plan, or it is first connected to a welcoming
recorded announcement. When entered into the queue, the caller
hears either ring tone, music, or a programmed set of recorded
announcements until the call is answered.

At the beginning of your work, you, like every ACD agent, perform
login and thus become part of a specific ACD group. The agent
ID you enter during login determines the group for which you
process calls. Since you can be in login status for only one ACD
group at a time, you may have different login codes for different
ACD groups (Login procedures are given below).

When you become available to answer a call, the call with the
highest priority now rings at your telephone. If there are several
calls waiting, all having the same priority, the one that has been
waiting longest rings first at your telephone.

Your ACD group consists of a number of agents whose job it is to
answer these calls. All agents in a specific ACD group service the
same queue of ACD calls.

ANSWERING AN ACD CALL

During ACD call ring (and for ten seconds after you answer a call)
the telephone display shows the ACD plan name of that call, to
identify its source.

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Your System Administrator may have programmed thresholds, or
waiting time intervals, to indicate to you the time calls have been
waiting in the queue. Your telephone indicates these threshold
levels by the way the LED on the [QUEUE] button of your
telephone flashes. You are able to carry out your job most
effectively when you know how long calls have been waiting in
the queue, and you can plan the nature of your responses
accordingly.

In times of heavy call traffic, calls overflow to other ACD groups
in the system. You will know immediately if you are handling an
overflow call by noting the ACD plan name on your telephone
display.

Calls may also interflow, or be transferred to an outside-ACD
answering location, after a programmed time period.

Your task is to deal efficiently and effectively with the calls. If
you, for whatever reason, cannot provide a caller with the
required service, you can always:

• transfer the call to another agent;

• obtain help from your supervisor, or

• transfer the call to the supervisor.

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BEGINNING YOUR WORK
AS AN ACD AGENT

BEFORE YOU PERFORM LOGIN

Before starting work, you must first perform login to the ACD
system. You can only:

• Perform login to an ACD group for which you have been

assigned an ID code;

• Perform login to one ACD group at a time;

• Perform login from a telephone in an idle state or from inter-

nal dial tone.

To log in you will need to know your agent ID number(s).

Agent ID numbers are described below.

PERFORMING LOGIN

1. Dial the assigned login code, either a feature code or Flexi­ble Numbering Plan DN, for example [FEAT][5][4]. The tele-
phone display gives the login display as shown below:

2. Enter

3. Verify that you have a dial tone.

8 ACD Agent User Guide

your agent identification code (up to four digits).

• You have completed login;

• The LED indicator of the [LOGIN STATUS] button is

steady green.

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4Press [SPEAKER] to go onhook.

• You are in "Available mode", ready to answer calls;

• The telephone display gives your ACD group and agent

name in the second display row, as shown below:

An agent, whose name is Susan, has performed login to the ACD
group named SALES.

If your login is unsuccessful, you will hear an error/retry tone.
Check that you did not perform an earlier login to a different ACD
group and that you have your correct ID code. After checking,
perform login again.

USING A HEADSET

When working as an ACD agent, you may find it more convenient
to use a headset rather than the handset. To use the headset,
there must be a button on your telephone defined as [HEADSET].
Check with your supervisor for information on recommended
headsets and instructions on attaching the headset to the
telephone.

WORKING WITH THRESHOLDS

Thresholds define periods of times within which incoming calls
should be answered. The time set for each threshold gives you a
warning indication in respect to the length of time that calls are in
the queue.

Two different thresholds can be set for each ACD group. As the
time for each threshold is exceeded, the [QUEUE] button LED at
your telephone flashes at different rates and shows a different
color.

The LED indicator reminds you of the threshold status and the
need to answer the ACD calls that have been waiting in queue,
as quickly as possible.

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USING THE PROGRAMMABLE BUTTONS
ON YOUR TELEPHONE

Your System Administrator programs the programmable buttons
relevant to ACD on the different Avanti telephones. The
programming of up to seven programmable buttons maximizes
your ability to work within ACD.

There is no required or default programmable button
arrangement. You should find the buttons on your Avanti
telephone labelled to indicate their current configuration. As you
work with ACD, you may want to give your supervisor any
suggestions for a more effective button layout.

Your telephone may be configured without a [LOGIN STATUS]
button if it has a display. If your system automatically allows for
Wrap Up time, your telephone may not include a [WRAP UP]
button.

The LEDs on each button indicate different work or status
conditions by their color and flash rate. The possible conditions
of each button and their meanings are given in Table 1.

INCOMING CALL ORIGINS

Incoming calls ringing at your telephone may come from three
various sources:

• ACD calls routed to your group;

• Calls overflowing from other ACD queues;

• Other (non-ACD) calls routed to your extension.

Non-ACD (DN) calls are described in the section titled "Making
and Answering non-ACD Calls", later in the manual.

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Table 1 Agent programmable button status

Button

Name

LOGIN

STATUS

LED

Indication

Off
Green-On

LED Meaning Usage/Comment

Logout
Login

Shows status.
Useful for non-display
sets.

NOT

AVAILABLE

WRAP UP Green-Slow

QUEUE Off

CALL

RECORD

HELP
REQUEST

HEADSET Green-On

Green-Slow Telephone in Not

Red-Fast

Green-Slow

Red-Slow

Red-Fast

Red-On

Green-Slow Recording Press to record an ACD

Green-Slow

Green-On
Red-Fast

Off

Available mode

Telephone in Available
mode
Telephone in Forced
Busy mode

No calls waiting
Calls waiting less than
1st threshold time
Calls waiting between
1st and 2nd threshold
times
Calls waiting more than
2nd threshold time
No agents logged in

Request Help from
Supervisor
Supervisor Monitoring
Supervisor Advising

Headset On (offhook)
Headset Off (onhook)

Blocks all ACD calls.

Blocks new ACD calls.
May be turned on and
off manually or
automatically.

Shows call waiting
times relative to
thresholds;
Press button to answer
next call in queue.

call

Connection with
supervisor who can
monitor and give advice.

Used to perform onhook
and offhook when a
headset is connected.

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WORKING ON MORE THAN ONE ACD QUEUE

You may be assigned, on different occasions, to work on more
than one queue. If so, you may be given different ID numbers to
be used for login to each queue. For example, "Agent Sue" can
be allocated ID "7831" for Queue 1 and "7832" for Queue 2. You
may not log in to more than one queue at any one time.

At times of high traffic on one queue, your supervisor may instruct
you to answer calls on a different queue. To do so, log out from
your current queue, and then log in to the queue with the heavy
traffic load, using your agent ID for that queue.

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PROCESSING CALLS
FROM THE ACD QUEUE

GENERAL

After successfully performing login to ACD, the system sends to
your telephone the highest priority call waiting in the ACD queue.
If there is more than one call with an equal priority ranking, the
system sends the call which entered first into the queue.

Putting your telephone in "Do Not Disturb" status does not block
ACD calls.

As the telephone rings, the display gives the name of the ACD
routing plan by which the call was routed to you, as shown below:

The incoming call has been routed to your telephone from the
ACD routing plan named SALES.

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AVAILABLE MODE
AND ANSWERING ACD CALLS

You are in "Available mode" when the telephone is onhook and
ready to process an incoming ACD call.

You have up to five different ways of connecting to an incoming
ACD call:

• Lift the handset;

• Press [HEADSET];

• Press [QUEUE];

• Press the ringing trunk button (if defined), or

• Press [SPKR].

- You are now connected to the call.

Pressing [QUEUE] preserves your current mode of call
connection, whether via handset, headset, or speaker, and
immediately connects you to the highest priority call waiting in the
queue. Pressing [QUEUE] to answer an incoming call also
cancels Wrap Up, Not Available, and Forced Busy modes.

WRAP UP MODE

If you are not given a time period for "Wrap Up", you are
immediately available to receive the next incoming ACD call.

If your work schedule is structured so that you have a time period
for "Wrap Up", your telephone automatically goes into Wrap Up
mode after terminating the previous conversation. The telephone
display gives the Wrap Up mode display, as shown below:

Wrap Up mode gives you time to complete computer entries or
paperwork, or just to have a pause, before you receive a new
ACD call.

To return to Available mode

Either:

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• Press [WRAP UP], if this button has been programmed.

• Wait for the time period for After Work mode to be com-

pleted, or

• Press [QUEUE].

If your After Work Time value has been set as "Unlimited", there
should be a [WRAP UP] button programmed. Press it to return to
Available mode.

NOT AVAILABLE MODE

Entering Not Available mode suspends, for a period of time, the
flow of ACD calls to your station, without actually performing
logout. For example, you could enter Not Available mode to take
a short break or to have lunch.

To enter Not Available mode

• Press [NOT AVAILABLE].

• Your telephone is temporarily removed from Available

mode until you press [NOT AVAILABLE] again at the com-
pletion of your break.

If you press [NOT AVAILABLE] while an ACD call is ringing, the
call will be transferred from your station.

If you press [NOT AVAILABLE] during an ACD call, you will
enter Not Available mode after you complete that call.

Non-ACD

calls will continue to ring at your telephone while you are

in Not Available mode.

While in Not Available mode, the [NOT AVAILABLE] button LED
flashes Green-Slow, and the telephone display gives the Not
Available mode display, as shown below:

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FORCED BUSY MODE

If, for whatever reason, you do not answer an ACD call ringing at
your telephone within an assigned time limit, your telephone is
put into "Forced Busy mode". The call is transferred back to the
queue. Your telephone is temporarily removed from the list of
active telephones, even though you have not performed logout
from the system. You should check what time value has been
assigned as the "Forced Busy Time".

In Forced Busy mode the [WRAP UP] button flashes Red-Fast,
and the telephone display gives the Forced Busy mode display,
as shown below:

To exit Forced Busy mode

• Press any button on your telephone, or lift and replace the

handset.

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WORKING WITH OVERFLOWS

An overflow condition occurs when an ACD call remains
unanswered in an ACD queue longer than either the
programmed or the predictive overflow time for that queue.
Each time a call has waited, or the system calculates that it is
likely to wait, in its queue longer than the overflow time, the
system automatically causes the call to also wait in an additional
ACD group queue. The system can also give an overflow call a
priority to determine its queue position. Both of these responses
by the system are its attempt to have the most important calls
answered as quickly as possible. Remember that the waiting
position in the overflow queues is affected by the priority level
given within each overflow queue.
In Figure 2, below, 15 calls are in the Group 1 queue. Calls will
overflow to ACD group 2, which has only three calls waiting in its
queue. Each call overflows separately. The figure assumes that
all calls have the same priority.

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Figure 2 ACD Queue and Overflow structure

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WORKING WITH INTERFLOW

You can consider interflow to be a type of "forward no answer" for
ACD calls. If a call is not answered during the "interflow time”, it
stops waiting at all the ACD queues. It is forwarded to the
interflow port, which can be an attendant console, attendant
position, trunk, trunk group, hunt group, multiple directory
number (MDN), another ACD plan, or ImaGEN or voice-store­and-forward mailbox DN, or a speed dial number.

Interflow is also automatically invoked when all agents in an
ACD group are in one of the three following modes:

• Logout;

• Forced Busy;

• Not Available.

TERMINATING AN ACD CALL

If the calling party hangs up, you can:

•Press [SPKR],

•Press [HEADSET], or

• Replace the handset.

In either case your telephone becomes automatically ready to
receive the next call, unless, as described above, the "Wrap Up"
time parameter has been programmed to give you a time interval
between calls.

You can also end the previous call by pressing [QUEUE]. This
connects you with the next call, if any, waiting in the queue.

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RECORDING A CALL

You can record a call for future reference, if your UNITe IP or
UNITe IP 400 system includes Telrad Connegy IMAGEN.

To record a call

•Press [CALL RECORD].

- The call is recorded in the mailbox of the telephone where

you are logged in.

To retrieve the call, follow the instructions in the appropriate Telrad
Connegy IMAGEN User Guide.

TAKING A BREAK

Before temporarily leaving your telephone, or when taking a
break from answering ACD calls to deal with other matters, you
must instruct the ACD system not to route calls to your telephone.

To do this:

•Press [NOT AVAILABLE].

PERFORMING LOGOUT

• Dial the assigned logout code, either a feature code or a

Flexible Numbering Plan DN, for example [FEAT][5][6].

- You are now disconnected from the ACD system.

Log out using a feature code can be performed even during
handling an ACD call. It will not disconnect the call, since it
becomes effective only after you complete the call.

Log out using a Flexible Numbering Plan DN can only be
performed between ACD calls.

MAKING AND ANSWERING NON-ACD CALLS

While working with ACD calls, you can place and receive regular
internal and external calls, unless you are blocked by other, non­ACD restrictions.

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For detailed operating instructions for non-ACD calls, refer to the
appropriate Avanti telephone User Guide.

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GETTING HELP
FROM YOUR SUPERVISOR

REQUESTING ASSISTANCE

At times during ACD calls, you may need to apply to your
supervisor for assistance.

To get help

•Press [HELP REQUEST].

- The [HELP REQUEST] button LED on your telephone

starts flashing;

- The [HELP ANSWER] button LED on the supervisor's tele-

phone flashes to indicate your request and, if it is idle, the
supervisor's telephone also rings.

More than one supervisor may be assigned to your group. All of
the assigned supervisors may monitor your performance. Help
requests are distributed among all assigned supervisors, and any
one of them may respond.

If you initiate the help request when NOT ON an ACD call, you
are able to talk with the supervisor as though you had made a
station to station call, with the advantage that you need not know
the supervisor's DN.

If you initiate the request during an ACD call, the supervisor can
monitor your conversation with the caller and, if necessary, give
advice or create a conference.

When the supervisor answers your help request, your telephone
displays gives the Supervisor Monitoring display as shown
below:

To cancel your request for help

•Press [HELP REQUEST] a second time before a supervisor

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answers.

- Concluding the ACD call also automatically cancels the

help request.

The supervisor has the option to speak with you without the
conversation being heard by the caller.

If she chooses this option, your telephone display gives the
Conversation with Supervisor display as shown below:

SUPERVISED CALLS

You may hear a tone while processing an ACD call. This means
that your supervisor is listening to your conversation. Note that
the supervisor may be able to listen to your call processing
without the warning tone being sounded. The warning beeps can
be programmed to be heard by the caller as well.

WHAT YOUR SUPERVISOR KNOWS
ABOUT YOUR ACD WORK

The supervisor can view on her display detailed information con­cerning your performance as an agent. She can see the follow­ing parameters, per agent:

• Login time;

• Logout time;

• Total Time when telephone is in Not Available mode;

• Total time spent on ACD calls;

• Total time spent on non-ACD calls.

As described earlier, the supervisor can also listen in to your calls
and monitor your interaction with callers.

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GLOSSARY

ACD call queue

An ACD call queue consists of incoming calls answered by the
ACD system, routed to a specific ACD group, and waiting to be
answered by agents. Calls in each queue are processed on a
FIFO (first in-first out) basis. While waiting to be answered by the
agents, the callers may be connected to music, ring tone, or to
recorded announcements.

ACD Group

An ACD group is a set of agents answering the same queue of
ACD calls. Each group is assigned a group number and a group
name. The ACD group number is used when defining routing
plans for the parameters of calls into the group.

ACD Routing Plan

Incoming calls are routed to a specific ACD group. Each routing
plan is assigned a unique name, which appears on the telephone
display for the first ten seconds that the call is connected to the
station. This informs the agent that the call belongs to a certain
ACD routing plan. The routing plan controls the initial routing of
the call to an ACD group, as well as overflow and interflow
destinations and parameters.

Agent

The person whose job is to answer ACD calls. The agent can use
any Avanti telephone, including non-display telephones. An
agent can be logged in to only one group at any one time.

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Announcer Plans

A caller into an ACD system can be connected to one or more
recorded announcements, organized into announcer plans.
These announcements can be recorded either on analog
announcers or via the Telrad Connegy IMAGEN Recorded
Announcement feature.

Call monitoring

Supervisors have the ability to monitor agent call processing.
System programming determines whether or not the agent hears
a tone and receives a display indication, when a supervisor
carries out call monitoring, and whether the calling party hears a
tone during call monitoring.

Call Record button

The [CALL RECORD] button allows an agent to record any ACD
conversation into the mailbox assigned to the station.

Forced Busy mode

When an agent does not answer calls for a programmed period
of time, the system automatically puts the telephone into Forced
Busy mode. In this mode the telephone does not receive any
ACD calls. The message "Forced busy"
and the

[WRAP UP] button flashes fast/red.

appears in the display,

Help request button

You can contact or request help from a supervisor during a call
by pressing [HELP REQUEST]. Press [HELP REQUEST] once
to call the supervisor. Press [HELP REQUEST] a second time to
cancel the help request.

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Interflow

A time period that, when exceeded, causes a waiting call to stop
ringing at queues and to ring at the interflow port, which can be
an attendant console, attendant position, trunk, trunk group, hunt
group, multiple directory number (MDN), another ACD plan, or
ImaGEN or voice-store-and-forward mailbox DN, or a speed dial
number. Besides the interflow port destinations internal to the
UNITe IP system, the speed dial number can target a networked
UNITe IP system, a least cost route, the ImaGEN system, or the
public network.

Login status LED

This LED indicates whether the agent is logged into (LED green)
or logged out (LED off) of the ACD system. This LED is
particularly useful for stations without a display.

Not Available mode

Not Available mode provides for short breaks for an agent without
performing logout from the system. It is activated manually, by an
agent pressing [NOT AVAILABLE]. The ACD system does not
route calls to the agent's telephone when it is in Not Available
mode. Pressing [NOT AVAILABLE] a second time returns the
telephone to Available mode. Calls again ring at the telephone.

Overflow

The routing of calls waiting in one ACD queue to an additional
ACD queue, when a programmed time period is exceeded. Up to
three separate overflow times and queues can be programmed.

Priority assignment

The ability to give incoming or overflowed ACD calls different
priority values and thereby determine which calls will be
answered first within each queue.

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Queue button

Pressing [QUEUE] both answers and disconnects ACD calls. Its
LED provides an indication of queue threshold status.

Ringback delay

The number of seconds that the caller hears a ring tone before
the call is transferred to an ACD queue.

Supervisor

The ACD supervisor uses an Executive set with expanded
display to monitor the call flow to one or more ACD groups and to
provide support to agents. The supervisor can also listen to an
agent's calls, and if necessary, break into the agent's
conversation.

The supervisor sees on her screen, in realtime, detailed
information of the state of the ACD queue and the efficiency of
the agents in answering calls in relation to system thresholds.

Thresholds, First and Second

Thresholds are the defined maximum acceptable times for a call
to wait to be answered in a queue. When calls have been waiting
in a queue beyond times programmed as the thresholds, the
[QUEUE] button LED flashes with a distinctive color and flash
rate. Two thresholds are defined per ACD group.

Wrap Up

A programmable period of Wrap Up time allows an ACD agent to
do necessary paperwork or other processing after answering
each call, before the next ACD call is received.

Wrap Up mode

Wrap Up mode is the mode created by the Wrap Up parameter.
The agent returns to Available mode either at the completion of
the programmed time, or by pressing [WRAP UP].

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28 ACD Agent User Guide