NEC Univerge SV9100, Features And Specifications

Page: 258 / 1402

258
Contact Centre
Description
Contact Centre (ACD) uniformly distributes calls among agents of a programmed Contact Centre Group.
When a call rings into a Contact Centre Group, the system automatically routes the call to the agent
that has been idle the longest. Contact Centre is much more sophisticated and comprehensive than
Department Calling and other group services
– it can accurately judge the work load at each agent and
distribute calls accordingly. The system allows up to 64 Contact Centre Groups and 896 Contact
Centre agents.
You can put any agent in any group. An agent can be in more than one group only when using AICs.
This allows, for example, a Technical Service representative to answer customer service calls at lunch
when many of the Customer Service representatives are unavailable.
The Contact Centre Master Number is the extension number of the whole group. Calls directly ringing or
transferred to the Contact Centre Master number enter the group and are routed accordingly. Although
the master number can be any valid extension number, you should choose a number that is out of the
normal extension range.
Contact Centre operation is further enhanced by:
Contact Centre Call Queuing
When all agents in a Contact Centre Group are unavailable, an incoming call queues and causes the
Queue Status Display to occur on the Contact Centre Group Supervisor display. The display helps the
supervisor keep track of the traffic load in their group.
The Queue Status Displays shows:
The number of calls queued for an available agent in the group.
The trunk that has been waiting the longest, and how long it has been waiting.
For each Contact Centre Group, you can set the following conditions:
The number of trunks that can wait in queue before the Queue Status Display occurs.
How often the time in queue portion of the display reoccurs.
If the supervisor should hear a Queue Alarm when the time in queue portion reoccurs.
This alarm is a single beep tone that reminds the supervisor to check the condition of the queue.
A remote K-CCIS user can call, or transfer to a Contact Centre Pilot number. However, an incoming
K-CCIS call to the Contact Centre Pilot does NOT provide a Link Reconnect.
Contact Centre Overflow (With Announcements)
Contact Centre offers extensive overflow options for each Contact Centre Group. For example, a caller
ringing in when all agents are unavailable can hear an initial announcement (called the 1st
Announcement). This announcement can be a general greeting like,
“Thank you for calling. All of our
agents are currently busy helping other customers. Please stay on the line and we will help you
shortly.”
If the caller continues to wait, you can have them hear another announcement (called the 2nd
Announcement) such as,
“Your business is important to us. Your call will be automatically answered by
the first available agent. Please stay on the
line.” If all the Contact Centre Group agents still are
unavailable, the call can automatically overflow to another Contact Centre Group or the Voice Mail. If all
agents in the overflow Contact Centre Group are busy, Lookback Routing automatically ensures that the