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Page 8 - ACD Working

Overview of ACD

ACD Working

Overview of ACD

Typically agents on a phone system are grouped together, e.g. Sales
group, technical support group. ACD (Automatic Call Distribution) routes
calls on the sales number to any free agent in the sales group.
As an ACD agent you have a log on number. Once logged on you can
receive call from your group. Your system supports

Roaming Agents

, you

can log on at any ACD turret.

Incoming

Calls

Telephone

System

ACD Group

Logged Off

Logged On

Busy Wrap Up

Logged On

Busy N/A

Supervisor

Supervisor PC

The ACD records information about calls and agents. It display this on
Supervisor PC's, wallboards and reports.

Starting Work - Logging On

When logging on, you may be asked to enter your turret's passcode (see
page 39).
1. Press

LOG ON/OFF

.

2. Enter your agent number. If you make a mistake, press

CANCEL

and re-enter your agent number.

3. Press

DONE

.

4. If okay, a -symbol appears above

LOG ON/OFF

.

5. If already logged-on, the turret displays the extension where your log

on number is in use.

6. If not recognised, the turret displays

NOT AGENT

, either enter your

number again or press

DONE

.

Finishing Work - Logging Off

Logging off stops you receiving ACD calls.

To log off:

1. Press

LOG ON/OFF

.

Page 8 - ACD Working

INDeX 11.0 20CC Turret User's Guide

Overview of ACD

38DHB0002UKFM Issue 2 (10/05/2004)

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Summary of Contents for INDeX 11.0

Page 1: ...INDeX 11 0 20CC Turret User s Guide 38DHB0002UKFM Issue 2 10 05 2004 ...

Page 2: ...Alarms Triple Ring Music or Announcements 10 Automatic External Call Connection 11 Answering a Callback 11 Answering Other Extensions Call Pickup 11 Actions During a Call 12 Answering a Call Waiting 12 Adding Voluntary Account Codes 12 Using the Notepad 12 Create a Conference Call 13 Answering an Alert 14 Single Pips Intrusion 14 Please Finish Call Message 14 Muting Calls 14 Changing the Call Volu...

Page 3: ...arding Calls 24 Diverting Calls 25 Using Diverts 25 Setting the Divert Types and Personal Numbers 27 DSS Keys 28 Setting Up a DSS Key 28 Using DSS Keys 28 BLF Status Lamps 29 DSS Key Label 29 DSS Key Label Template 29 Manager Secretary Setup 30 Planning Soft DSS Keys 30 Setting Up Soft DSS Keys 30 Changing the Soft DSS Display Mode 31 Changing the Soft DSS Extensions 31 Changing the Soft DSS Usage...

Page 4: ...ing Calls 38 Software Release 38 Turret Settings 39 The Turret Passcode 39 Background Music 39 Displaying Turret Details 40 Language Controls 40 Groups 40 Voice Manager 41 Voice Manager Functions 41 Listening to Voice Messages 41 Using Any Phone 41 Modifying Your Mailbox 42 Changing Your Temporary Greeting 42 Dial 1 Divert for Incoming Calls 43 Leaving Voice Mail Messages 43 Glossary 44 Index 45 P...

Page 5: ...re unsure which features you can use contact your System Manager Network Features Your phone system may be part of a network linking several sites Where possible it treats network calls as internal calls and offers the same features However this depends on the type of network link and type of system at the other end of the link Some links may be to non INDeX telephone systems Further Help In all i...

Page 6: ...t Keys and the SCROLL Key The four lower Display Keys provide access to Soft Keys functions e g Voice Page INDeX etc There are sometimes more Soft Key options available than the phone can display When this happens a symbol appears next to the SCROLL key Press SCROLL to display these other options The Soft Key displays change during calls and will also change according to your own customisation A s...

Page 7: ... Calls Repeated Single Ring Internal call Repeated Double Ring External call Repeated Triple Ring System or personal alarm Single Tone Page call see page 10 During Calls Repeated Double Pip Camp on set see page 21 Repeated Single Pip Another extension is about to intrude or has intruded on your call Making Calls Dial Tone Dial number Broken Dial Tone Forwarding calls see page 37 Repeated Tone Busy...

Page 8: ...rds information about calls and agents It display this on Supervisor PC s wallboards and reports Starting Work Logging On When logging on you may be asked to enter your turret s passcode see page 39 1 Press LOG ON OFF 2 Enter your agent number If you make a mistake press CANCEL and re enter your agent number 3 Press DONE 4 If okay a symbol appears above LOG ON OFF 5 If already logged on the turret...

Page 9: ...ress DONE 2 The symbol above the appropriate key flashes To return to receiving ACD calls again 1 Press the key below the flashing symbol Sending Supervisor Messages You can use the ACD MSG key to send a message to your supervisor The message appears on their PC s screen The messages available to each turret can be altered by the system maintainer To send a message 1 Press ACD MSG 2 Select the mes...

Page 10: ...SWER RELEASE Answering a Message Other extensions can leave their number on your turret see page 21 Your turret can store several messages It shows CALL FOR MESSAGE the caller s number and the lamp comes on The exceptions are If your own number appears this indicates an alarm see page 10 If Message From Voice Mail appears this indicates that you have new voice mail see page 41 To answer or cancel ...

Page 11: ...n your group In addition your turret can store a pickup group number see below This allows you to pick up calls ringing any turret in that group The PICKUP option only appears when a turret in your pickup group is ringing To show and pick up ringing turrets 1 When you hear another extension ringing either Dial their number and press PICKUP If you are in ringing group press PICKUP to show the longe...

Page 12: ...ret displays REENTER ACCOUNT Repeat the steps above Using the Notepad Whilst on an external call or listening to a Voice Mail message you can store a number for future use on the Notepad Please note that you have a maximum of five redial stores that are shared by both save last external number and Notepad numbers e g Three saved last external numbers and two Notepad numbers see Redialling External...

Page 13: ...R If no and you clear down first press SCROLL CLEAR and then HOLD to retrieve the first call If no and called party clears down first then press HOLD to retrieve the first call 4 If unanswered press HOLD to retrieve to the first call To exit the conference 1 Press ANSWER RELEASE or replace the handset To park all the conference parties 1 Press PARK see page 23 To split a 3 way conference 1 Press S...

Page 14: ...cessary To switch mute on off 1 Press MUTE The symbol disappears when muted Changing the Call Volume You can change the caller volume during a call To change the call volume 1 During the call press VOLUME To change the volume without making a call just press ANSWER RELEASE first 2 A slider appears Adjusts this using the keys on its left softer and right louder 3 When finished press DONE Malicious ...

Page 15: ... also change according to time date and day of the week As the call barring settings vary for each site this guide cannot fully detail their effect Making External Calls The system may apply call barring to some or all external numbers You can also lock your turret see page 36 or bar it by wrong passcode entry see page 39 To dial an external call 1 Dial 9 to get an external line Your System Manage...

Page 16: ...all progress You can also make calls using the INDeX feature see page 16 or DSS keys see page 28 page 32 To dial an internal call 1 Dial the extension number A triple tone means that extension is diverting calls to an external number 2 If unanswered your turret provides options to wait or notify the extension see page 20 If your system has a Voice Manager attached you can record a voice message in...

Page 17: ...forward 10 names press SKIP To select another letter press a letter key 3 To dial the name number shown press CALL otherwise to exit the INDeX Directory press ANSWER RELEASE To make a call using Dial by Name search 1 Press INDeX for an internal call or SPEED DIAL and then INDeX for an external number 2 Press the key matching the 1st letter of the Name you want For example to find the name SMITH pr...

Page 18: ...sonal speed dials 1 to 8 1 at the top If ENTER ACCOUNT appears see page 19 If ENTER PIN appears see page 19 5 Continue as for a normal external call see page 15 Storing Personal Speed Dials To store a personal speed dial 1 Press PROGRAM and then SPEED DIAL 2 Enter your passcode see page 39 3 The display shows 0 9 or DSS KEY Press the number 0 to 9 or DSS key under which you want to store the speed...

Page 19: ... the turret from which you dial The system checks the code against its list of codes before allowing the call To enter a forced PIN code 1 Dial your PIN code If you make a mistake press DELETE to delete the last digit entered 2 When you have entered your PIN code press DONE 3 If the system does not recognise the code it gives a constant tone End your call attempt 4 If the code is recognised your c...

Page 20: ...other extension s call into a conference with you not available to all turrets Monitor Allows you to hear the other call without interrupting it not available to all turrets Arrange a Callback If the extension you call is busy or just rings you can set a callback When that extension becomes free or is next used your turret rings If you answer the other extension rings After setting a callback you ...

Page 21: ...can intrude an INTRUDE option appears when calling a busy extension Your System Manager controls which extensions can intrude and be intruded on To intrude on a call 1 Press INTRUDE 2 There is a short delay during which you and the other parties hear several short pips 3 After the intrusion the system gives regular pips Monitoring a Call Silent monitoring allows you to listen to another call witho...

Page 22: ...the Directory feature see page 17 2 If the display shows FREE press ANSWER RELEASE to transfer otherwise press CANCEL To transfer an external call using park 1 Press PARK to park the current call Note the line number of the call and give this to the person whom you want to unpark the call eg by calling or paging them Holding Calls Only the extension that holds a call can retrieve it unless they tr...

Page 23: ...ectory by keying name see page 17 or if you know the number simply dial 2 The extension s status appears on the right hand display FREE BUSY or NU Number Unobtainable 3 Dial another number or press CANCEL If the extension displayed is free 1 For an unannounced transfer press ANSWER RELEASE 2 To make an enquiry press HOLD This holds your current caller and rings the dial ahead extension 3 If unansw...

Page 24: ...llows you to remotely set your turret to divert By default the system bars remote forwarding of extensions Contact your System Manager to enable this feature Call to any group number that your turret may belong to are not affected Forward is only applicable to your turret s extension number To set a forward 1 From another 20 series display phone press PROGRAM and then FORWARD 2 The display shows F...

Page 25: ...only with the permission of your System Supervisor When logged off only the extension to which you diverted to can ring you Divert on Busy Used when you are on a call and a caller has rung your turret s number and not a group number When set callers cannot set a callback or camp on Divert on No Answer Used after a call rings your turret s number for a set period see P34 Divert All is only activate...

Page 26: ... no answer timer Do not configure your Mobile or Home destination to divert back to your office DDI number Some systems will be able to provide the following features When a terminal is diverted off switch to their Mobile Home and calls back in to their terminal they hear a broken dial tone and then have five options 1 Direct Inward Station Access DISA options 2 Access Voice Manager 3 Swap their P...

Page 27: ...IMEOUT and select the divert all destination from the options displayed Press CANCEL to remove any previous entry and then enter the time in seconds sets the length of time that the call will ring at the active destination number before reverting to your voice mailbox Press DONE and either select another divert all destination and enter a timeout or jump to step 7 7 If a system speed dial number i...

Page 28: ...number if set 4 Press CANCEL and dial an extension or group number 5 Select another DSS key or press DONE and PROGRAM to finish Using DSS Keys Once setup you can use the DSS key for the following You can also use DSS keys to dial personal speed dial numbers see page 18 To make internal calls Press the DSS key storing the extension or group number To make external calls Press the DSS key storing th...

Page 29: ...to the right 2 Repeat with the other pin hole 3 Lift the label cover clear and remove the card insert To replace the label cover 1 Replace the card insert 2 Slide the tabs on the right hand edge of the label cover into their slots 3 Bow the label cover to slip the tabs on the left hand edge of the label cover into their slots DSS Key Label Template A template for printing DSS key labels exists It ...

Page 30: ...single tone and can then hear you you cannot hear them Direct Call The extension called hears a single tone and then you can hear each other There are 4 usage settings Normal Auto Answer Voice and Intercom See Changing the Soft DSS Usage on page 31 for how the different usage settings interact Setting Up Soft DSS Keys To clear all the Soft DSS keys cancel the set extensions see page 31 To setup So...

Page 31: ...r press CANCEL To display the next number press NEXT To enter a new number press NEXT until the top right display goes blank then enter the number 4 Press PROGRAM to finish Changing the Soft DSS Usage When using Soft DSS Keys to make a call the usage setting of the two turrets determines the type of call that occurs see diagram The turret s usage setting affects all of its Soft DSS keys The system...

Page 32: ...splay more details and functions Soft DSS Key Display After setting up a Soft DSS key the symbol next to the extension s name shows its status eg Off Extension is free Flashing Extension is ringing On Extension is busy In full line mode the display also shows when an extension is on DIVERT or NO CALLS Set to No Calls no divert all set Set to No Calls diverting to 204 Set to Divert All diverting to...

Page 33: ...xtension To alert the extension 1 Press the display key on the right of the name The display shows details of the extension s current call 2 If ALERT does not appear the extension is busy for reasons other than a call e g handset off hook 3 Press ALERT The display shows HOLDING 4 If INTRUDE appears you can intrude on the call see page 21 Remotely Switching No Calls Divert On Off In full line mode ...

Page 34: ...ress SOUND The display shows a slider Adjust this using the keys on its left and right 5 To select another part of the sound to adjust press TONE This changes the slider to a different tone 6 Press DONE and PROGRAM to finish Switching the Ringer On Off You can switch the ringer on or off for internal and or external calls This does not affect the information displayed For internal calls you can al...

Page 35: ... ringer timeout control several actions Callback How long a callback rings you before cancelling Group hunting How long calls to a group of which your phone is a member rings your phone before trying the next member Divert on no answer How long calls ring at your phone before the system uses Divert on No Answer if set To set the ringer timeout 1 Press PROGRAM and then RINGER 2 Enter your passcode ...

Page 36: ...bol on either side of the day shown to select the day or days for the alarm then press DONE 6 Press PROGRAM to finish To clear a personal alarm 1 Press PROGRAM and then press ALARM 2 Enter your passcode see page 39 3 Press CLEAR to cancel the alarm settings Recording Calls If your system has an integrated Voice Manager you may be able to record calls To do this press RECORD during the call Dependi...

Page 37: ...e page 35 Similarly you can change the ringer sound for group ringing see page 34 Going into group switches no calls off You can divert group calls to your Home Mobile number The GROUP key can be toggled to take you in or out of group whilst still keeping the divert active see page 27 To join leave a group or groups 1 Pressing the BUSY N A key takes your phone in or out of all groups that you are ...

Page 38: ...y set your calls to divert By default the system bars remote forwarding of an extension Contact your System Manager to enable this feature To set a forward 1 Press PROGRAM and then FORWARD 2 The display shows FORWARD FROM Enter the turret from which you want to forward calls and press DONE 3 Enter that turret s passcode see page 39 4 The display shows FORWARD TO and your current Divert All number ...

Page 39: ... your turret contact the System Manager To change your passcode 1 Press PROGRAM then SCROLL twice Press PASS 2 Enter the current passcode 3 The display shows ENTER NEW CODE Enter the new passcode To restart after a mistake press CANCEL Background Music If your system has external Music on Hold installed you may be able to have it play when the turret is not in use The turret s speaker volume contr...

Page 40: ...ay language 1 Press PROGRAM and then SCROLL twice 2 Press LANGUAGE 3 Press CHANGE to select the language required or your system s DEFAULT language Press DONE and then press PROGRAM to finish Groups A group s type sets the order in which the system rings group members when a call arrives see the glossary for details Normally for ACD the group type used is longest waiting This presents new calls to...

Page 41: ...sage press REWIND 2 To fast forward the message press FFWD 3 To hear the next message press NEXT 4 To delete the message press DELETE 5 To hear the previous message press SCROLL and PREVIOUS 6 To find out when the message was left press WHEN 7 To copy the message to a mailbox press COPY 8 To save the message press SCROLL and then SAVE 9 To record a message on the Notepad press SCROLL and then SAVE...

Page 42: ...our passcode to change your passcode see page 39 If you make an error press CANCEL to restart 3 Press CHANGE and after the bleep change your greeting 4 Press FINISH you will hear a confirmation message if recorded successfully 5 When finished replace the handset 3 To modify your mailbox personal greetings 1 Dial the Voice Manager extension number ________ 2 When answered dial for the message desk ...

Page 43: ...CE and then either PERM MSG OR TEMP MSG 9 The display shows ENTER PASSCODE Enter your passcode 10 Once the Voice Manager accepts your passcode it shows LISTEN DELETE CHANGE and VOLUME 11 Press CHANGE and record your message 12 On completion press FINISH and replace the handset Leaving Voice Mail Messages To leave voice messages 1 Press VOICE and then MESSAGE 2 The display shows DIAL EXTENSION and ...

Page 44: ...nsion The log includes call details such as number account codes time etc Rotary A group where the system starts with the first free group member after the last member rung If unanswered the system tries the next free member and so on Camp On A function which leaves your turret set to ring a busy extension or line as soon as it becomes free Stops you receiving any other calls in the meantime Seque...

Page 45: ...available 9 Phone 39 System Manager 5 Free flow 11 Busy transfer 22 Permanent greeting 42 System speed dials 18 French 40 Busy wrap up 9 Personal alarm 36 Temporary greeting 42 43 Greeting 42 CALL 10 Personal Numbering 26 THIS TERMINAL IS BARRED 39 GROUP 37 Forward 24 38 Personal speed dials 18 Hold 22 Page 16 Persuasive ringing 35 TIMEOUT 35 Make internal 16 Ringing timeout 35 Phone lamp 7 Groups...

Page 46: ...Technologies has been transferred or licensed to Avaya All trademarks identified by or TM are registered marks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this docu...

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