Telrad ACD Super User Guide

Automatic Call Distribution (ACD)

SUPERVISOR
USER GUIDE

76-110-0440/G Issue 1

Printed in Israel

76-110-0440/G, Issue 1

76-110-0440/G,

Issue 1

Automatic Call Distribution

(ACD)

SUPERVISOR USER GUIDE

Telrad Telecommunications Inc.

Woodbury, N.Y.

NOTICE

This publication refers to Telrad’s

Call Distribution (ACD)

package running on

Automatic

Telrad’s DIGITAL KEY BX, DIGITAL 400, and
DIGITAL 1000 systems, Releases SB7, DB7,
and LB7, resp ectively, as of August, 1999.

This publication describes the operation of the
ACD supervisor’s position, using any Telrad
Avanti 3025 telephone.

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

© 1999 Telrad Telecommunications, Inc.

Woodbury, New York

INTRODUCTION

GENERAL

This guide provides instructions for the Automatic Call
Distribution (ACD) supervisor.

It includes details of:

• Supervising agents;

• Viewing agent statistics;

• Viewing queue statistics.
The instructions refer to ACD supervisors in DIGITAL KEY

BX, DIGITAL 400, and DIGITAL 1000 systems.
A detailed description of the Telrad ACD system is

provided in the ACD System manual and in the DIGITAL
System Description manual.
The supervisor must u se an A vanti 30 25 set . It is assumed

that the supervisor using this guide is familiar with regular
operation of the telephone. For detailed operating
instructions, refer to the Avanti 3025 User Guide.

It is also assumed that the supervisor is familiar with the
work and documentation of the ACD agents. For more
details, refer to the ACD Agent User Guide.

CONVENTIONS

The conventions adopted in this guide are described below.

Typographical conventions

In this guide:

• Fixed buttons are shown like this:

• Softkeys are shown by an icon like this:
or button like this:

• Press the softkeys to move from screen to screen as
indicated in Figures 4 through 10, below.

ACD Superviser User Guide 1

{<MORE>}.

[HELP ANSWER].



•  scrolls to the next screen.



•  moves to the previous screen.

Time conventions

In the display of the supervisor's telephone:
: separates hours from minutes;
' indicates minutes;

'' indicates seconds.
Thus 3:45'26'' means three h ours, 4 5 minutes, 26 secon ds.

CURSOR MOVEMENT AND ENTER BUTTONS

Your Avanti 3025 telephone set has sixteen softkeys, a
four-direction cursor movement key, an ENTER button for
selecting the c urrent cursor position (see Figure 1). You
may move among the softkey options using the four-direc­tion cursor movement key. Then press the ENTER button
to select the highlighted opt ion. Softkey fu nctions may also
be selected by pressing the softkey adjacent to the option.

PURPOSE OF ACD

The purpose of the ACD system is to optimize the
distribution of incoming calls so tha t callers re ceive promp t
service, and so that the burden of answering calls is
distributed evenly among the ACD agents.

TASKS OF THE SUPERVISOR

The supervisor has two main tasks:

• Dealing with agents;

• Viewing the statistical data relating to queues and
agents.

Dealing with agents involves:

• Monitoring and advising agents;

• Responding to agents' requests for help.

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ACD Superviser User Guide

Viewing the statistical data involves:

• Viewing the current status of the ACD queues, ACD
groups and agents;

• Viewing the accumulated data concerning the
performance of the ACD queues, ACD groups, and
agents.

The supervisor can have several buttons programmed on
the telephone that are used for accessing various features.
The buttons are defined in system programming. A
recommended programming button layout is illustrated in
Figure 1.

SV/RPT

QUEUE

TIME

CFBY

CFNA

QUE 4

QUE 1

HELP

ANSWER

QUE 2

LOG

STATUS

QUE 3

RECORD

ENTER

CALL

DISPLAY

MODE

<>

HEADSET

<

<

Figure 1 ACD supervisor telephone recommended button layout

ACD Superviser User Guide 3

Table 1 lists and briefly explains the function of the
programmable buttons.

Table 1 Supervisor programmable buttons

DISPLAY MODE

HELP ANSWER
QUE # *

CALL RECORD

HEADSET

*For DIGITAL KEY BX: QUE 1-16;
For DIGITAL 400 and DIGITAL 1000: QUE 1-24.

Toggles between supervisor mode and regular
telephone display mode.

Responds to a help request from an agent.
Answers a call from the queue.

Also, the LED color and flash rate of the QUE
buttons indicate which threshold the queue has
reached (see Table 2).

Records the current conversation in the
supervisor telephone's Telrad IMAGEN mailbox
(if installed).

Used for operating the headset.

Table 2 Queue button LED indications

Threshold level LED color LED flash rate

Before first threshold Green Slow
Between first and second thresholds Red Slow
Past second threshold Red Fast
All agents logged out or forced busy Red Steady

The supervisor can program Memory buttons with the
extension DN of each agent telephone, to give a BLF
(Busy Lamp Field) LED indication of the agents' telephone
status (see Table 3). The supervisor can then dial the
agents directly, even when not in ACD supervisor Display
mode, by just pressing the programmed Memory buttons.

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ACD Superviser User Guide