Ericsson ACD Agent User Manual

ACD Agent

BusinessPhone Communication Platform

User Guide

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© Ericsson Enterprise AB 2003

BusinessPhone – ACD Agent2

Table of Contents

page

Welcome ..........................................................4

The ACD Function ............................................ 6

Agent Functions ............................................... 9

Glossary ......................................................... 18

Index .............................................................. 20

Tab le o f Con ten ts

3BusinessPhone – ACD Agent

Welcome

Welcome

Welcome to the User Guide for ACD Agents 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 Agent 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 4222 Office / Dialog 3211 & 3212, and
Dialog 4223 Professional / Dialog 3213 are system
telephones, i.e. they can only be used for an Ericsson
private branch exchange that supports these types of
telephones.

BusinessPhone – ACD Agent4

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 Agent

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.

Your Agent position is equipped with a Dialog 4222 Office /
Dialog 3211 & 3212, or Dialog 4223 Professional / Dialog 3213
system telephone. These phones have special pre-programmed
keys related to the specific ACD features.

BusinessPhone – ACD Agent6

Dialog 4222 Office

The ACD Function

Dialog 3211 Economyplus
Dialog 3212 Standard

Dialog 4223 Professional Dialog 3213 Executive

7BusinessPhone – ACD Agent

The ACD Function

Phone keys

This table gives you an overview of the different key design of the
Ericsson Dialog 42xx and the Dialog 32xx series. In this user guide
you will only find illustrations of the Dialog 42xx keys.

If you are using a Dialog 32xx, please refer to the table below to
find out the appropriate key combination.

Key Dialog 42xx Dialog 32xx

Clear

Headset

Loudspeaker

Mute

Programmable

Function key

Volume

íX
Í

Headset h

Âs
É

m

Ôg

ìV

BusinessPhone – ACD Agent8