QX1000 Manual II: Administrator's Guide
Administrator’s Menus
QX1000; (SW Version 5.3.x)
81
Please Note:
For both
Permanent Call Back
and
Non-Permanent Call Back
, the detected caller number must correspond to the one configured
for trusted caller. In case of PSTN call back at least one PSTN line must be available on the QX1000. There must be network connectivity and the
destination must be reachable.
ACD Management
Attention:
The
Automatic Call Distribution
is an optional feature and can be activated with a feature key from the
page.
Automatic Call Distribution
(ACD) is the contact center solution designed for queuing and automatic distribution of the calls between contact center
agents.
ACD concept and the contact center solution are based on the following building blocks:
•
Agent
– a call center user reachable via QX1000.
•
Agent Group
(AG) – comprises the call queue, collection of agents (call center users), and call distribution mechanism between its
agents.
•
Interactive Voice Response system
(IVR) – a custom Auto Attendant on QX1000, answering the calls from remote callers/customers,
collecting information from callers in the form of DTMF digits and, based on that, making the routing decision on delivering the call to
proper Agent Group.
•
Predefined ACD Agent Auto Attendant
- used for agent login/logout and updating the current status of the agent from the phone.
To monitor ACD processes on the QX1000, Epygi provides a
Statistics, Monitoring and Reporting (SMR)
application, running on MS Windows
PC. SMSR doesn’t require the 3PCC license (see
section) to be installed on the QX1000. It displays the current status and statistics on
Agent Groups and Agents, builds the statistical reports and sends notifications and alerts to ACD supervisor/administrator. For more details and
requests for this applications, contact Epygi sales divisio
Agent
Agent is the call center user answering the customers’ calls and reachable via QX1000 due to ACD. To receive the calls, agent needs to be logged
into some Agent Group (AG). Agent is characterized by the agent ID, password, skills’ levels and termination phone number. Agent can be logged
into several agent groups at the same time and receive the calls distributed by those agent groups. For easy login/logout to all groups where the
agent is subscribed, agent should use the
*83
feature code from the handset.
ACD allows the system administrator to define the set of skills adequate to call center profile and grade the professional capabilities of each agent
according to each defined skill. The skill grading range starts from 0 and goes up to 10; with 0 meaning the absence of that specific skill and 10
meaning the highest level.
The termination phone number defines the phone assigned to agent. In other words, the calls on some termination number assigned to agent should
be answered by that agent. The agent may have only one termination number and changing that number will result in answering the calls to that
agent in different location.
Agents are being managed from
ACD Agents Table
Agent Group
Agent Group (AG) is actually a QX1000 extension with enhanced capabilities. The type of that extension in QX1000 configuration is
ACD Group
(see
). Except for regular attributes intrinsic to extension (like extension number, SIP user name, etc.), it is
characterized also by the collection of agents included into that group, call queue and the call distribution mechanism. These agent group specific
parameters of extension are being configured from
ACD Group Settings
or
ACD Agents Table
Call Queue of Agent Group
Agent Group receives the calls from customers via means existing currently on QX1000. For example, it may receive the direct call through ITSP on
SIP number (DID number) assigned to AG, receive a call through ACD’s IVR on AG’s extension number, external call through
table on
QX1000, etc.
Arrived call is being added to the end of the AG queue if there are no available (online) agents to answer the call immediately. For connecting to the
agents always the call at the top of the queue is being selected. The call queue settings are configured from the
ACD Group Settings
(see
Each agent can have of the following states: online, offline, away, busy or DND (Do not Disturb) (for details see
ACD Agents Table
accessible from
). If the same agent is logged into different agent groups, he/she may have different states in different groups except
for DND status. If the agent has DND state in some group then his state will be the same for all other groups.
The state of the agent can be updated either by administrator from the
ACD Agents Table
(with the exception of “DND” and “busy” states) or by
agent from the handset (except for “busy” state). The agent, for changing the state to “online”, “offline”, “away” from the handset needs to call the
predefined Auto Attendant (see
) and on attendant’s prompt enter the agent ID, password and the status code. The
state changes from “online” to “busy” or vice versa automatically when the agent starts or finishes conversation.
Calculation of Composite Skill Grade
Usually, before the call arrives to the agent group, it is first answered by ACD specific IVR. The main function of IVR is follows: via short questions to
calling customer determine the set of skills required from the agent for best serving the customer. On IVR’s questions, the customer answers by
phone keystrokes (DTMF digits), each keystroke corresponding to some required skill. After finishing the quiz, IVR routs the call to AG along with
information about the required skills set.
