Telrad Telecommunications Supervisor Issue 2 User Guide
Automatic Call Distribution (ACD)
SUPERVISOR’S USER GUIDE
76-110-0440/G Issue 2
Printed in Israel
76-110-0440/G, Issue 2
76-110-0440/G, Issue 2
Automatic Call Distribution
(ACD)
SUPERVISOR’S USER GUIDE
Telrad Connegy Connegy, Inc.
Farmingdale, N.Y.
NOTICE
This publication refers to Telrad Connegy’s Automatic Call Distribution (ACD) package running on
Telrad Connegy’s UNITe IP, UNITe IP 400, and
UNITe IP 1000 systems, Releases SB7, DB7, and
LB7, respectively, as of August, 1999.
This publication describes the operation of the ACD
supervisor’s position, using any Telrad Connegy
Avanti 3025 telephone.
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
CONTENTS
INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
GENERAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CONVENTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CURSOR MOVEMENT AND ENTER BUTTONS. . . . . . . . . 2
PURPOSE OF ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
TASKS OF THE SUPERVISOR . . . . . . . . . . . . . . . . . . . . . 2
LOGGING IN TO ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
USING THE ACD SUPERVISOR POSITION
AS A REGULAR TELEPHONE . . . . . . . . . . . . . . . . . . . . . . 5
SUPERVISOR SCREENS . . . . . . . . . . . . . . . . . . . . . . . . . . 6
SUPERVISOR MAIN SCREENS . . . . . . . . . . . . . . . . . . . . . . . 8
GENERAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
SUPERVISOR WITH ONE ALLOCATED ACD GROUP . . . 8
SUPERVISOR MAIN SCREEN - FIELD DESCRIPTIONS . . 9
SUPERVISOR WITH TWO TO FIVE
ALLOCATED ACD GROUPS . . . . . . . . . . . . . . . . . . . . . . 10
SUPERVISOR WITH SIX OR MORE ALLOCATED
ACD GROUPS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
VIEWING AGENT STATISTICS AND MONITORING AGENTS. 12
GENERAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
AGENTS STATUS SCREEN . . . . . . . . . . . . . . . . . . . . . . . 12
AGENT DATA SCREEN . . . . . . . . . . . . . . . . . . . . . . . . . . 14
SUPERVISING AGENTS . . . . . . . . . . . . . . . . . . . . . . . . . . 16
MONITORING AGENTS FROM
THE AGENTS STATUS SCREEN . . . . . . . . . . . . . . . . . . . 16
MONITORING AGENTS FROM
THE AGENT DATA SCREEN . . . . . . . . . . . . . . . . . . . . . . 18
RESPONDING TO A HELP REQUEST . . . . . . . . . . . . . . . 18
VIEWING QUEUE STATISTICS . . . . . . . . . . . . . . . . . . . . . . 19
GENERAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
QUEUE STATISTICS SCREEN . . . . . . . . . . . . . . . . . . . . 19
RESETTING THE QUEUE DATA . . . . . . . . . . . . . . . . . . . 21
DETECTING AND COPING WITH EXTREMES
IN CALL TRAFFIC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
iii
Contents (continued)
FIGURES
1 ACD SUPERVISOR TELEPHONE RECOMMENTED
BUTTON LAYOUT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
2 SUPERVISOR SCREENS ARCHECTECTURE
(FOR SUPERVISOR WITH ONE ACD GROUP) . . . . . . . . . 6
3 SUPERVISOR SCREENS ARCHECTECTURE (FOR
SUPERVISOR WITH MORE THAN ONE ACD GROUP). . . 7
4 SUPERVISOR MAIN SCREEN (FOR ONE ACD GROUP) . . 9
5 SUPERVISOR MAIN SCREEN (FOR TWO OR
MORE ACD GROUPS, FIRST PAGE) . . . . . . . . . . . . . . . . 10
6 SUPERVISOR MAIN SCREEN (FOR TWO OR
MORE ACD GROUPS, SECOND PAGE) . . . . . . . . . . . . . 10
7 AGENTS STATUS SCREEN . . . . . . . . . . . . . . . . . . . . . . . 12
8 AGENT DATA SCREEN . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
9 ACD MONITOR SCREEN . . . . . . . . . . . . . . . . . . . . . . . . . 16
10 QUEUE STATISTICS SCREEN . . . . . . . . . . . . . . . . . . . . . 19
TABLES
1 SUPERVISOR PROGRAMMABLE BUTTONS . . . . . . . . . . 4
2 QUEUE BUTTON LED INDICATIONS . . . . . . . . . . . . . . . . 4
3 BLF (BUSY LAMP FIELD) LED INDICATIONS . . . . . . . . . . 5
4 SUPERVISOR MAIN SCREEN - FIELD DESCRIPTIONS . . 9
5 AGENTS STATUS SCREEN - FIELD DESCRIPTIONS . . 13
6 AGENT STATES (AGENT STATUS SCREEN) . . . . . . . . . 13
7 AGENT DATA SCREEN - FIELD DESCRIPTIONS . . . . . . 15
8 AGENT STATES (AGENT DATA SCREEN) . . . . . . . . . . . 15
9 QUEUE STATISTICS SCREEN - FIELD DESCRIPTIONS . 20
iv
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 UNITe IP,
UNITe IP 400, and UNITe IP 1000 systems.
A detailed description of the Telrad Connegy ACD system
is provided in the ACD System manual and in the UNITe IP
System Description manual.
The supervisor must use an Avanti 3025 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: [HELP ANSWER].
• Softkeys are shown by an icon like this: n
or button like this: {<MORE>}.
• Press the softkeys to move from screen to screen as
indicated in Figures 4 through 10, below.
ACD Superviser User Guide 1
• n scrolls to the next screen.
W
• 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 hours, 45 minutes, 26 seconds.
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 current 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 option. Softkey functions 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 that callers receive prompt
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.
2 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
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