NEC ASPILA EX, Feature Manual

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Automatic Call Distribution (ACD)
Aspila EX Software Manual Features 71
as an ACD Group Supervisor, the user can:
- Take the entire ACD Group out of service.
- Check the log out status of each agent after the group taken down.
- Restore the ACD Group to service.
During programming, you can choose one of three modes of operation for each ACD Group
supervisor:
- Supervisor’s extension cannot receive calls to the ACD Group.
- Supervisor’s extension can only receive ACD Group calls during overflow conditions.
- Supervisor’s extension receives calls just like any other ACD Group agent (mode 2).
An ACD Group can have only one supervisor. In addition, an extension can be a supervisor
for only one ACD Group.
• Supervisor, ACD System
You can designate an extension as an ACD System Supervisor. Once assigned as an ACD
System Supervisor, the user can:
- Take the all the system’s ACD Groups out of service simultaneously.
- Check the log out status of each agent after the groups are taken down.
- Restore all the ACD Groups to service simultaneously.
The system can have only one ACD System Supervisor.
• Traffic Management Reports
The system provides comprehensive Traffic Management (TMS) Reports that help when ana-
lyzing ACD traffic, system usage and calling patterns. Refer to the Traffic Management fea-
ture for more information. The TMS report is in five sections:
- Trunk Calls Sorted by Extension
- Trunk Calls Sorted by Trunk
- ACD Calls Sorted by Agent
- ACD Calls Sorted by ACD Group
- All Trunks Busy Report
• Work Time
Work Time temporarily busies-out an ACD agent’s phone so they can work at their desk
uninterrupted. This gives the agent time to fill out important logs and records as soon as they
are finished with their call. There are two types of Work Time:
- Manual Work Time
An ACD Agent can enable Manual Work Time any time they need to work at their desk
undisturbed. You might prefer this Work Time mode if an agent only occasionally has to
fill out follow-up paper work after they complete their call. When the agent is through
catching up with their work, they manually return themselves to the ACD Group.
- Automatic Work Time
The system implements Automatic Work Time for the agent as soon as they hang up their
current call. This is helpful in applications (such as Tech Service groups) where follow-up
paperwork is a requirement for every call. When the agent is done with their work, they
manually return themselves to the ACD Group.
- ACD Group Call Coverage Keys
To help cover calls during peak periods, a system phone can have Call Coverage keys for
ACD Groups. When a call rings into a covered ACD Group, it rings the appropriate ACD
Group Call Coverage key. The key can ring immediately, after a delay or just flash. The
Call Coverage key also facilitates one-button Transfer for an ACD Group. The covering
extension does not have to be a member of the ACD Group.