QuadroM 32x/8L/26x/12Li/26xi Manual II: Administrator's Guide
Administrator’s Menus
QuadroM 32x/8L/26x/12Li/26xi; (SW Version 5.2.x)
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Permanent Call Back
service allows callers registered in the Authorized Phones Database to create a new trusted caller with Call Back enabled.
They can also modify the Call Back destination of existing callers in the Authorized Phones Database. By calling Quadro's Auto Attendant and
entering the Auto Attendant menu, the caller can use the
code (see Feature Codes) to create a new trusted caller as well as to modify the Call
Back destination for the already registered callers in the Authorized Phones Database.
By entering
Permanent Call Back
reconfiguration menu, system asks caller to login by dialing the number and an appropriate password for the
Quadro's extension that is used as login extension in the Call Back settings. After passing the login, callers should follow the voice instructions for
configuring a new entry or reconfiguring existing entries in Authorized Phone database.
When system accepts the inserted settings, the corresponding entry will be logged to the Authorized Phones Database. The caller will then be
disconnected from the Quadro's Auto Attendant and the defined Call Back destination will receive a call from the Quadro within the next 45 seconds.
Answering the incoming call, the caller will be reconnected to the Quadro's Auto Attendant.
Please Note:
The detected caller number must correspond to the one applied by the caller. In case of PSTN call back at least one PSTN line must
be available on the Quadro. There must be network connectivity and the destination must be reachable.
Non-Permanent Call Back
configuration service allows trusted caller to organize one-time Call Back to the defined destination. In this situation, no
entry will be logged to the Authorized Phones Database. By calling Quadro's Auto Attendant and entering the Auto Attendant menu, the caller can
use
menu (see Feature Codes) to modify the Call Back destination for already registered callers in the Authorized Phones Database.
The system will ask to login by dialing the number and an appropriate password for the Quadro's extension that is used as login extension in the Call
Back settings. After login, caller should follow the voice instructions for reconfiguring the existing entry in Authorized Phone database. The caller will
then be disconnected from the Quadro's Auto Attendant and the defined Call Back destination will receive a call from the Quadro within the next 45
seconds. Answering the incoming call, the caller will be reconnected to the Quadro's Auto Attendant.
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 Quadro. 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
Features
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 Quadro.
•
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 Quadro, 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 Quadro, Epygi provides a
Statistics, Monitoring and Reporting (SMR)
application, running on MS Windows PC.
SMSR doesn’t require the 3PCC license (see
Features
section) to be installed on the Quadro. 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 division (
www.epygi.com
).
Agent
Agent is the call center user answering the customers’ calls and reachable via Quadro 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
(see
ACD Group Extension Settings
).
Agent Group
