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1. sesssssssseeeeeeeeeeee eene enne 47 General Analysis Guidelines eese nennen 48 Pilot Number Hourly Reports 2 eee eerte te ri tente dete ertt ee eL o Deest utet foeda 49 General Analysis Guidelines rrisnin nnn nisa i e e aT nennen 50 Call Profile Repott 2 ioter He ene hber e bee teret 51 General Analysis Guidelines 2 ote e e eer e Re p EHE 52 Aastra 2541 003 ACD System Description About This Publication This publication provides general information on the Automatic Call Distribution ACD functionality of PointSpan switches It explains what ACD is and does Describing all ACD components and capabilities at a broad level it conveys a conceptual understanding of ACD Audience This publication supports anyone who needs information on the ACD functionality of PointSpan switches Intended readers are call center professionals including managers planners administrators and supervisors Publication Organization This manual contains the following chapters Chapter Topic Chapter 1 Automatic Call Distribution Provides an overview of ACD including applications users capabilities features and components Chapter 2 ACD Reports Describes the report generation capability of ACD Includes a detailed description of each available ACD report Conventions Used In This Publication This manual uses the following document conventions to help you identify diffe
2. e Assign a whisper message for all calls from a specific trunk group see Assign a Whisper Message to a Trunk Group in the ACD Administration Procedures manual 2542 nnn IVS Command SELECT COMMAND gt IVS The Integrated Voice Services command creates modifies and otherwise controls IVS phrase groups See IVS Phrase Groups in the PointSpan IVC Card Features and Support manual 2489 nnn Aastra 2541 003 27 Chapter 1 Automatic Call Distribution Command Role in ACD with Console Display LINE Command SELECT COMMAND gt LINE The Line command assigns directory numbers to voice lines The Line command can Modify some of the parameters of an existing station Convert a standard voice line to an ACD agent line Enable or disable the automatic sign on feature Configure a line to support the Play IVS Phrase feature See Line Parameters for ACD in the PointSpan ACD Administration Procedures manual 2542 nnn for details MNTR Command SELECT COMMAND gt MNTR The Monitor command creates a Monitor Control List MCL An MCL defines which monitoring types are available for reselection and which agents a supervisor can monitor for each monitoring type See Monitoring and Monitor Control List in the PointSpan ACD Administration Procedures manual 2542 nnn for details NFIT Command SELECT COMMAND gt NFIT The Numeric Featu
3. Agent Station A phone station associated with an ACD Pilot that an agent uses to handle ACD calls Alphanumeric Display A call center device typically part of an agent station that displays calling numbers call center messages and other information Attendant Console A specialized telephone set used by attendants of a Private Branch Exchange PBX An attendant may become involved in routing some ACD calls An agent station is designed to receive calls an attendant console is designed to route them Automated Attendant A voice processing device that automatically answers calls with a digital recording and allows callers to select a destination by entering an extension on their telephone s touchtone keypad Centergy Manager A PC application that integrates with PointSpan systems to enable effective call center and contact center management Centergy Remote An Internet service that enables remote agents to perform call center functions The Centergy Remote service provides a graphical user interface on a Windows desktop and supports a separate agent telephone line connection Centergy Remote does not require software installation or additional agent premise equipment Integrated Voice Controller IVC A card in a PointSpan switch that implements the Card Integrated Voice Services IVS feature which provides an interactive voice response IVR capability 2 k Aastra 2541 003 ACD System Description System or
4. RAPS ARF AOL ACD System Description LIE rrr ww K M Third Edition 2541 003 Pointspan Proprietary and Contents Section AASTRA ii Aastra 2541 003 Proprietary and Contents Section 3 Edition August 2006 Copyright 2006 Aastra Intecom Inc All rights reserved Information in this manual may change with product revisions Aastra Intecom may add features or enhancements to the product s and or program s described in this manual at any time Technical Publications freezes the information in this manual based on the specified software and hardware releases Publications writers incorporate such changes into newly released publication editions Publications writers will incorporate any modifications provided to them after the publication release date into the next scheduled release of the publication Aastra Intecom furnishes the application described in this manual under a license agreement and customers may use or copy information in the manuals only in accordance with the terms of the agreement Contact Information Address any reader comments to Aastra Intecom Customer Information Group Manager M S 1N 2811 Internet Boulevard Frisco TX 75034 1851 You may also send email to techpubs aastraintecom com What to Expect when Contacting Company Technical Publications will email responses to customers within seven business days of the contact Note that product support is not available
5. Oy Agent H E E i nw Es Figure 1 ACD Structure Aastra 2541 003 ACD System Description When an external caller dials the number for a call center such as a 1 800 number a central office routes the call to a PointSpan switch that supports that call center The switch then translates the dialed numbers and routes the call to an ACD steering pilot Based on the instructions in the steering pilot s active call guide ACD distributes the call to an appropriate agent group pilot An agent assigned to the pilot handles the call ACD Pilots In a PointSpan switch a pilot is a set of parameters that define ACD call processing See ACD Pilot Parameters in the ACD Administration Procedures manual 2542 nnn for a detailed description of each parameter and its possible values Each pilot has a unique directory number DIRN typically four digits long When an external caller dials the number for a call center such as a 1 800 number a central office routes the call to the switch that supports that call center The switch then translates the dialed number into a pilot DIRN such as 3000 and routes the call to the pilot An internal caller can reach a pilot directly by dialing the pilot s DIRN An ACD pilot can be one of two types e Steering or call type pilot e Agent group pilot A call center requires at least one steering pilot a primary pilot that contains one or more call guides A call guide is a series o
6. 3 lists ACD reports that can help you analyze the design and operations of your ACD pilots Table 3 ACD Pilot Performance Analysis Applicable Report Do some specific groups have high Agent Current Status report numbers of overflow calls How many overflow calls does a pilot Agent Call Source Tracking by have Originating Pilot Number report e Agent Current Status report Are agents handling too many overflow Agent Call Source Tracking by calls rather than handling calls to their Originating Pilot Number report primary pilot When should supervisors use manual e Call Profile report Overflow and overflow Abandoned calls What is the best queue depth before a e Call Profile report Abandoned calls pilot routes calls to an overflow pilot When should supervisor use the Force e Agent Average report feature to take agents our of Wrap up e Agent Percentage report and Work states e Call Profile report Calls in queue and abandoned calls e Pilot Number Current report When are the center s peak busy e Pilot Number Hourly report periods How can available agents be located e Agent Current Status report during busy periods Table 4 lists ACD reports that can help you understand how effectively agents are handling calls Table 4 Agent Performance Analysis Applicable Reports Who are the most effective agents Agent Average report Agent Percentage report Agent Call Source Tracking by Originating Pilo
7. Outgo Calls Incom Calls Intrn Calls Time Hold ACD System Description Field Statistic ACD Calls The total time that a given ACD line has been in the online state Online time includes the time that an agent is actively handling calls in wrap up or in work The percentage of total online time that the agent spent on ACD calls based on the formula Total ACD Call Duration Total Online Time The percentage of total online time that the agent spent in the wrap up state based on the formula Total Wrap up Duration Total Online Time The percentage of total online time that the agent spent in the work state based on the formula Total Work Duration Total Online Time The percentage of total online time that the agent spent in the available idle state based on the formula Online Time ACD Call Duration Wrap Duration Work Duration Total Online Time The percentage of total time that the agent spent on calls to an outgoing trunk that originated at the ACD line based on the formula Total Duration of Outgoing Calls Total Online Time The percentage of total time that the agent spent on non ACD calls received by the station based on the formula Total Duration of Incoming Calls Total Online Time The percentage of total time that the agent spent on internal calls that the ACD line either originated or received based on the formula Total Duration of Internal Calls Total Onl
8. and Digit Collection in the PointSpan ACD Call Guide User Manual 2545 nnn e The PointSpan IVC Card Features and Support guide 2489 nnn Directory Lookup This ACD capability includes agent names and agent identifiers IDs on ACD reports Without Directory Lookup ACD reports include only Agent IDs Integrated Voice Services IVS The Aastra Inc trademark for its interactive voice response IVR system For details see the VC Card Features and Support guide 2489 nnn Aastra 2541 003 ACD System Description Capability Intelligent Queuing This ACD capability gives each caller an anticipated wait time before an agent will answer the call It helps a caller decide whether or not to continue to hold As an option the system can update the estimated time until answer while a call waits in queue Interactive Voice Response This ACD capability generates pre recorded messages IVR and prompts for caller input usually the collection of dual tone multi frequency DTMP digits Music This ACD capability plays music to callers while they wait in a pilot queue for agent answer while on hold during a transfer or during phrases and messages Network Numbering Plan Support This ACD capability supports the optional PointSpan Network Numbering Plan NNP capability It allows ACD to support Inter exchange Link IXL feature transparency with NNP OAI Associated Member This ACD ca
9. busy signal Call Deflection differs from Overflow which distributes calls in queue to alternative pilots when none of the agents in a primary pilot are available Rather than routing calls to another pilot and possibly waiting for the availability of an agent in that pilot deflection terminates calls gracefully to avoid wasting callers time and patience Each ACD pilot contains its own Call Deflection parameters The term Dynamic Call Deflection is synonymous Aastra 2541 003 gt 5 Chapter 1 Automatic Call Distribution Capability Call Distribution This core ACD capability defines the method ACD uses to route each call to an idle agent on line e Longest Idle ACD routes each call to the available agent who has been idle the longest e Ordered Top Down ACD routes each call to the available agent with the lowest idle queue priority value ranging from a low of 1 to a high of 7 e Ordered Bottom Up ACD routes each call to the available agent with the highest idle queue priority ranging from a low of 1 to a high of 7 Each ACD pilot contains a call distribution parameter that applies one of these methods Call Forward No Answer This ACD capability handles calls that an agent in a pilot does not answer Forwarding options include e The system forwards the call in accordance with call forwarding parameters for the involved agent station e The system leaves the agent on line then queues the call to
10. by an agent or otherwise Aastra 2541 003 gt 49 Chapter 2 ACD Reports Field Statistic Ans Calls Avg The top value is the number of calls to the pilot that agents answered including calls initially directed to the pilot and calls directed to the pilot as an overflow pilot The bottom value is the average time until answer in the form MM SS based on the formula Total Queue Duration for Answered Calls Total Number of Answered Calls Answered Norm The number of calls initially directed to the pilot that agents answered this number excludes overflow calls that agents answered Answered Auto Ovfl The number of calls that agents answered after ACD s automatic overflow function routed them to this pilot Answered Manul Ovfl The number of calls that agents answered after a supervisor activated manual overflow to route them to this pilot Trgt Ans lt Tgt The top value is the target answer time the number of seconds set as a threshold for agents to answer calls to this pilot This threshold is an ACD pilot parameter The bottom value shows the percentage of calls to this pilot within the hourly interval that agents answered within this threshold based on the formula Calls Answered During Hourly Interval Before Target Answer Time Total Number of Calls Answered Within the Hourly Interval Qued Calls Avg The top value is the number of calls that ACD placed in queue because no agent was available
11. core ACD functions for an agent See Agent Identification Parameters and Agent Sign on in the PointSpan ACD Administration Procedures manual 2542 nnn for details AMSG Command The Annunciator Messages command creates or identifies annunciator messages for inclusion by number in a call guide See the PointSpan ACD Call Guide User Manual 2545 nnn for details SELECT COMMAND gt AMSG BTNS Command The Buttons command creates modifies and otherwise controls button templates A button template assigns features and line select buttons for appropriate ACD stations SELECT COMMAND gt BINS See Button Templates in the PointSpan ACD Administration Procedures manual 2542 nnn for details Aastra 2541 003 25 Chapter 1 Automatic Call Distribution Command Role in ACD with Console Display CARD Command SELECT COMMAND gt CARD The Card command creates modifies and otherwise controls card configurations The CARD command can configure Integrated Voice Controller IVC devices the ports on IVC cards to support Integrated Voice Services IVS See the PointSpan VC Card Features and Support manual 2489 nnn for details CLCN Command SELECT COMMAND CLCN The Call Center command defines core information for a call center such as name location time zone and pilot member type The pilot member type defines whether the system identifies a
12. critical point that is add an announcement as an appropriate step in a call guide to keep callers online e Ifthe report reveals predictable patterns for abandoned calls consider using overflow just before that critical point that is add an overflow pilot as an appropriate step in a call guide and set the longest queue duration value below the predictable interval e If abandoned call rates are occasionally high but the periods are not predictable consider enabling supervisors to use of Manual Overflow to accommodate erratic call volumes 52 o Aastra 2541 003
13. overflow e Ifthe number of overflowed calls is greater than the number of calls answered and some agents are idle consider moving one or more of the idle agents to the pilot that is the source of the overflow e Comparing an individual agent s statistics against the arithmetic mean for the pilot as a whole can help you evaluate the agent s performance e Ifa pilot with several agents in Wrapup or Work state is the source of overflow calls consider applying the Force feature which immediately returns the agents to an idle state available to handle new ACD calls Aastra 2541 003 43 Chapter 2 ACD Reports Agent Continuous Status Report The ACD Continuous Status Report is identical to the ACD Agent Current Status report except that it updates automatically every 10 to 60 seconds For instructions see Run an Agent Continuous Status Report in the PointSpan ACD Administration Procedures manual 2542 nnn Note You can manually move agents from one pilot to another from this report For instructions see Move Agents from the Agent Continuous Status Report in the PointSpan ACD Administration Procedures manual 2542 nnn Dialed Number Identification System Report The ACD Dialed Number Identification System DNIS report provides statistical data for all DNIS calls to a call center since the statistics were last cleared It tracks DNIS calls over periods from several hours to many days Table 10 describes the statistical f
14. stations Stations with queue lamp indicators show the following e Queue lamp off no calls in queue e Queue lamp flashing slowly Calls in queue are fewer than the Queue Lamp Threshold QLT e Queue lamp fluttering Number of calls in queue exceed the QLT Stations with an alphanumeric display show the number of calls in queue and the number of agents currently on line Do Not Disturb This feature places an agent station in a state that blocks incoming calls When Do Not Disturb is active the system forwards all calls to another destination such as another line or voice mail The pilot s Ring No Answer Forward Treatment parameter determines the destination A station in Do Not Disturb state can place outbound calls Typically an agent activates the Do Not Disturb state by pressing a feature button on the agent station An ACD pilot however can automatically place an agent station into Do Not Disturb when an agent signs off Dynamic Agent Sign on This feature enables an agent to manually sign on to different agent groups pilots It provides flexibility in agent allocation Manual Agent Sign on This feature requires an agent to enter an Agent identification number Agent ID and possibly a password to sign onto an agent group pilot Permanent Agent Sign on This feature causes an agent to remain signed onto an agent group pilot permanently The only way to sign off an agent on the pilot is to p
15. the arithmetic mean time This report provides means for the following e Average abandon time ABN Average answer time ANS Average queue duration QUE Average overflow time OVF Duration since statistics last cleared DUR Note Each of these fields will show until at least five instances of a certain call event have occurred DIRN The directory number of the ACD line on which the given agent last signed on Agent ID The unique number that identifies the agent A name for the agent if available 42 5 Aastra 2541 003 ACD System Description Field Statistic Status The current status of an agent s ACD line Display an ACD call Handling an ACD call OUTGO On a call originated by the ACD line INCMIG On a non ACD call received by the ACD line INTRNL On an internal call General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Agent Current Status report e Unlike the other ACD reports the information in the ACD Agent Current Status is valuable immediately Analyze this real time report quickly to help you make immediate changes such as moving agents from one pilot to another e High numbers of queued calls for the pilot may indicate a need for more agents e Ifthe Calls Queued field indicates a large number of overflow calls that is the AGNT value exceeds the PILOT value consider adding agents to the pilot that is the source of the
16. through this email address For product support contact the Aastra Intecom Customer Service Center CSC at 1 800 729 1872 Aastra Intecom may use or distribute review comments and information without incurring obligation Trademarks and Acknowledgements Product registered trademarks and copyrights of the products included in this publication include Pointspan Centergy Centergy Remote Centergy Reporting and Centergy 5 as registered trademarks of Aastra Intecom Inc Product trademarks and copyrights of the products included in this publication include Nexspan Unified Communication Platform Integrated Conference Manager and Movacs as trademarks of Aastra Intecom Inc This publication identifies all other products or services mentioned herein by the trademarks service marks or product names designated by the companies that market those products The companies producing these trademarks and registered trademarks control ownership of them Make all inquiries concerning such trademarks directly to those companies Aastra 2541 003 fo dii Proprietary and Contents Section Revision History The following represents the revision history of this document Revision Date Point of Number Completed Contact Description ru 2 August 2006 Re branding edits loo une 2 June 2 2005 Re branded for Aastra May 16 2003 EADS TELECOM Initial release of this publication North America Supports PointSpan versio
17. total number of ACD calls to the pilot that a caller ended abandoned before an agent answered Aastra 2541 003 gt 45 Chapter 2 ACD Reports Field Statistic Final Disp Calls The total number of ACD calls to the pilot that reached final disposition the end of an active call guide whether handled by an agent or otherwise Ans Calls Avg The top value is the total number of calls to the pilot that agents answered including calls initially directed to the pilot and calls directed to the pilot as an overflow pilot The bottom value is the average time until answer in the form MM SS based on the formula Total Queue Duration for Answered Calls Total Number of Answered Calls Answered Norm The number of calls initially directed to the pilot that agents answered this number excludes overflow calls that agents answered Answered Auto Ovfl The number of calls that agents answered after ACD s automatic overflow function routed them to this pilot Answered Manul Ovfl The number of calls that agents answered after a supervisor activated manual overflow to route them to this pilot Trgt Ans Tgt The top value is the target answer time the number of seconds set as a threshold for agents to answer calls to this pilot This threshold is an ACD pilot parameter The bottom value shows the percentage of calls to this pilot that agents answered within this threshold based on the formula Calls Answered Befo
18. D placed in queue because no agent was available when they arrived The bottom value is the average length of time in the form MM SS that a call remained in queue based on the formula Total Duration of Calls in Queue Total Number of Calls in Queue Qued Longst The longest duration in the form MM Ss that a call remained in queue Xfrd Calls The number of successful call transfers after answer Report Dura HH MM The total duration interval for this report from the time a user last cleared the statistics for the pilot until ACD generated this report The time is in the form HH MM General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Pilot Number Accumulated report e This report is useful to understand the system s daily operations 48 Aastra 2541 003 ACD System Description e Any patterns in the incoming calls to a pilot can help determine scheduling requirements e Increased numbers of abandoned calls at particular times or particular days may indicate a need for additional staffing for those periods e If most abandoned calls are associated with a particular pilot that agent group may need additional training e High numbers of overflow calls may indicate a need for additional agents in the primary pilot group e A percentage of calls answered less than 100 may indicate either a need for more agents or a need to increase the target answer time in ACD pilot paramet
19. Device IVC Device A port on either an IVC card or IVC Module Each card or module supports up to 72 ports or devices The addition of more IVC cards or modules increases the number of available IVC devices Each port on the IVC device can play IVS phrases and collect digits from callers Each IVC device is associated with one IVS group All IVC devices that are associated with the same group can access the same set of announcements and audio phrases IVC Module A stand alone hardware module connected to a PointSpan switch that implements the Integrated Voice Services IVS feature including the Interactive Voice Response IVR capability IVS Phrase Manager A PC software application that organizes and maintains a database of sound files for use by an IVC Card or IVC Module Supervisor Station A phone station associated with an ACD Pilot that a supervisor uses to monitor ACD agents handle ACD calls and otherwise control call center operations Voice Response Unit VRU A device within a PointSpan switch that uses a voice synthesizer to greet callers and to prompt callers for input ACD Capacity The following table shows the ACD capacity ranges on a PointSpan switch Your system s specific hardware and software configuration determine its exact ACD capacity Aastra 2541 003 23 Chapter 1 Automatic Call Distribution Administrative Console Control for ACD System and station parameters in a PointSpan sw
20. Procedures manual 2542 nnn 26 Aastra 2541 003 ACD System Description Command Role in ACD with Console Display FONE Command SELECT COMMAND FONE The FONE command builds or deletes phones The x FONE command can e Define whether a station supports ACD e Create stations and directory numbers for ACD agents and supervisors e Define whether an ACD station is an agent line or a supervisor line e Assign a Class of Service directory number and button template to a specific port e Add agent lines to a supervisor station e Display the pilot in which a supervisor station port is defined e Define other core ACD functions for a station See FONE Parameters for ACD in the PointSpan ACD Administration Procedures manual 2542 nnn The FONE command can also associate a Monitor Control List and a supervisor station See Assign a Monitor Control List to a Supervisor Phone in the PointSpan ACD Administration Procedures manual 2542 nnn GRPS Command SELECT COMMAND GRPS The Groups command controls modifies and otherwise controls group information The GRPS command can e Display unassigned group numbers that are available for assignment to an ACD pilot e Display the group numbers assigned to an annunciator group important during call guide creation e Create and modify IVS groups see IVS Groups in the PointSpan IVC Card Features and Support manual 2489 nnn
21. The pilot s queue depth initially and at subsequent intervals e The call s estimated time until answer initially and at subsequent intervals The agent group pilot to which ACD initially routes a call The group which by design is intended to answer a type of call if possible as opposed to an overflow group a secondary alternative Queue A buffer for calls that are awaiting answer by an ACD agent ACD temporarily queues calls while it seeks available agents to service them Steering Pilot Step An ACD pilot that contains a call guide see Call Type for more information A single instruction in a call guide Supervisor Line A telephone line dedicated for use by the supervisor of an ACD agent group Aastra 2541 003 ACD System Description User Group Any classification of users of a PointSpan switch defined by sharing a set of core system parameters Aastra 2541 003 21 Chapter 1 Automatic Call Distribution ACD Equipment and Systems ACD involves many component systems and an array of associated equipment The following table describes ACD related devices and external applications many of which are optional System or Device Administrative Console A terminal also called a Man Machine Interface that provides direct control over the many ACD parameters in PointSpan switches It also provides access to ACD statistical records For details see Administrative Console Control
22. and other switch components Defines the commands available through an administrative console to access and control the database of a PointSpan system Provides instructions to implement ACD and to enable individual ACD capabilities and features Defines the role of call guides in ACD It also explains the functions of call guide commands lists call guide design principles and provides procedures to develop call guides About This Publication Publication Number Various Quick reference and user guides for phones ITE 760 ITE 780 ITE 308D ITE 12SD ITE Agent Phone Provide instructions for using the many phones and stations available with PointSpan Aastra 2541 003 ACD System Description Chapter 1 Automatic Call Distribution Automatic Call Distribution ACD is a feature of telecommunications systems that identifies and redirects incoming calls based on each call s type and other properties On PointSpan systems ACD supports call centers A call center is an environment in which groups of agents handle inbound and outbound calls For example many organizations use call centers to provide technical support or other information to customers Other call centers help organizations process sales orders Call centers provide many different functions and purposes However a core goal of any call center regardless of its primary function is to handle large call volumes efficiently ACD is a core fea
23. ature for a pilot e Assign up to four call guides and one night call guide to a pilot e Assign a supervisor to an ACD pilot e Enable Dynamic Agent Sign on for a pilot e Define other core ACD functions for a pilot See ACD Pilot Parameters in the PointSpan ACD Administration Procedures manual 2542 nnn for details 24 Aastra 2541 003 ACD System Description Command Role in ACD with Console Display ACDC Command The ACD Call Guide command creates modifies and otherwise controls call guides and digit collection templates See the PointSpan ACD Call Guide User Manual 2545 nnn for details SELECT COMMAND gt ACDC ACDR Command The ACD Reports command generates and displays ACD reports It also clears the statistics that ACD reports include SELECT COMMAND ACDR See Report Generation in the PointSpan ACD Administration Procedures manual 2542 nnn for details AGID Command The Agent Identification command assigns ID numbers and passwords to ACD agents The system uses Agent IDs to gather statistical information on each agent and to allow agents to sign on to agent group pilots The AGID command can SELECT COMMAND gt AGID e Specify that an agent can manually sign on without a password e Define a required password for an agent to manually sign on e Activate Dynamic Agent Sign on for an agent e Activate Roaming Agent for an agent e Define other
24. ay be abandoned for reasons that are not related to call center efficiency such as call abandoned by callers who realize that they have dialed a wrong number Whisper Messaging This ACD capability supports audio messages on a destination phone typically an agent station before ACD connects the incoming call A whisper message typically provides information about the inbound call For details see the PointSpan IVC Card Features and Support guide 2489 nnn ACD Supervisor Features 10 ACD offers many supervisor features Your total system configuration determines which options are available ACD provides the flexibility to assign different options to different supervisors Audible Queue Status This feature associated with the Calls in Queue feature activates an audible alert ring ping on a supervisor phone when the number of calls in queue exceeds the Queue Lamp Threshold QLT A supervisor hears the alert a second time when the number of calls in queue falls below the QLT Calls in Queue This feature supports queue depth indicators on agent and supervisor stations Stations with queue lamp indicators show the following e Queue lamp off no calls in queue e Queue lamp flashing slowly Calls in queue are fewer than the Queue Lamp Threshold QLT e Queue lamp fluttering Number of calls in queue exceed the QLT Stations with an alphanumeric display show the number of calls in queue and the number of agen
25. e command creates agent super groups Aastra 2541 003 017 Chapter 1 Automatic Call Distribution 18 Announcement A one way message that an external device plays to callers in an ACD queue The system does not accept caller input until the message is complete A Speak Announcement step in a call guide activates an announcement Annunciator Message A two way message that a Voice Response Unit plays to ACD callers Because the message arrives across a two way connection the system accepts input from a caller even while the message plays A Speak Annunciator Message step in a call guide activates an annunciator message Button Template A construct that defines the button layout of a phone including which buttons are line select buttons which buttons are feature buttons and what feature each feature button controls Call Guide A series of instructions similar to a script that specifies how ACD processes calls including how it routes calls to agents Call Guide Command Any of 32 core instructions available for inclusion in a call guide Each step in a call guide uses one of the 32 commands CallNet Group An agent group that handles overflow from another switch CallNet Super Group A combination of otherwise separate CallNet groups agent group pilots on another switch in a call guide Call processing treats the groups as a single large agent group The Agent CallNet Super G
26. eceseceeseceeaceceeeeecsaeeeeaeceeaeeceeeeecaecesaeceeaaeceeeeeees 22 ACD Capacity i ete eee ettari iie laden te ee tete tu Lois 23 Administrative Console Control for ACD sess eere nennen 24 Administrative Console ACD Commands eese nennen 24 Chapter 2 ACD Reports ccisscsscsctscsccccescssccouscsecccessteddensssecouscesseontesecesectscesscsseddeessesecescvesdecdese 31 ACD Report Application Principles esses enne entente 31 Avent Average Report eese itt prise re e ete eder rerit Or e oet 35 General Analysis Guidelines sessi nnne 36 Aastra 2541 003 v Proprietary and Contents Section vi Agent Call Source Tracking by Originating Pilot Number Report sse 37 General Analysis Guidelines eese eren eene 38 Agent Percentage Repoltt 22 eiit one Peer Ue n e tee Det eee to fenetre 38 General Analysis Guidelines eese eerte nennen 40 Agent Current Status Report tee ee ee feto e ert ette 40 General Analysis Guidelines eese nennen 43 Agent Continuous Status Report esee nne enr ener 44 Dialed Number Identification System Report esee 44 Pilot Number Current Report eeseeseeseeseeeeeeeree eene netten nein enne 45 General Analysis Guidelines eese eene nennen enne 46 Pilot Number Accumulated Report
27. ection template Different Get Digits steps can share the same digit collection template Directory Number DIRN An extension number assigned to a station an agent line or a supervisor line Feature Button Hunt Group Any button on an ACD agent or supervisor station that activates an ACD feature Other buttons are line buttons which support ACD directory numbers A set of telephone lines configured so that the switch when it finds a phone line busy searches subsequent lines in the set until it finds a free line Incoming Call Announcement An announcement that using the call s DNIS audible identifies the type of incoming call on the agent s station This type of announcement is very useful for agent phones that do not provide a visual display IVS Group IVS Phrase A set of Integrated Voice Controller IVC cards associated by a common IVS Group number An audio phrase played by an IVC device identified by an IVS phrase ID and an associated IVS phrase group number phrase can include speech tones music or other forms of audio The Speak IVS Phrase and Speak IVS Data call guide commands activate IVS phrases IVS Phrase Group A set of Integrated Voice Services IVS phrases associated by a common IVS Phrase Group number Line Button Any button on an ACD agent or supervisor station that supports an ACD directory number Other buttons are feature buttons which activate o
28. ent Not Ready is inactive the switch routes ACD calls to the application Typically Agent Not Ready supports an out dialer in a call center Agent Sign on An ACD agent must sign onto an agent group pilot to receive ACD calls ACD provides the following methods for an agent to sign on e Automatic sign on e Manual sign on with identification e Manual sign on with identification and password e Dynamic sign on e Roaming sign on e Permanent sign on For details see Agent Sign on in the PointSpan ACD Administration Procedures manual 2542 nnn Agent Station Display This capability displays incoming call information on agent stations with an alphanumeric display Agent stations can display destination information the billable number or agent s directory lookup name for each incoming call The system uses either the current pilot or a previous pilot to determine this information Primary pilots typically display destination information for the current pilot Overflow pilots however often display information that identifies the primary pilot from which a call arrives Aastra 2541 003 gt 13 Chapter 1 Automatic Call Distribution Agent Statistics This feature enables an agent station with an alphanumeric display to show statistics such as the number of ACD calls received for an agent See Agent Statistics in the PointSpan ACD Administration Procedures manual 2542 nnn for a complete list of the available
29. eport calls in queue and abandoned calls Are callers being bounced around oris Agent Average report the first agent able to help them e Agent Percentage report 34 Aastra 2541 003 ACD System Description Agent Average Report The ACD Agent Average report includes statistical averages for agents of the same group those who share calls to a specific pilot number It includes a name if available and an identification number agent ID for each agent The statistics are historical beginning from the last time Agent Report statistics were cleared Each row provides statistics for a single agent The last row provides a summary line that reflects the agent group s overall activity and productivity It supports historical review and analysis of each agent s participation in pilot activities Table 6 describes the statistical fields of an ACD Agent Average report Table 6 Statistical Fields of an ACD Agent Average Report Field Statistic Total Pilot Active Time The total time in which the pilot has not been in night service since this report was last cleared Dir Number The directory number of the ACD line on which a given agent last signed on Agent ID A unique number that identifies a agent Online Time The total time that a given ACD line has been in the online state Online time includes the time that an agent is actively handling calls in wrap up or in work Unans Calls The number of calls that ACD routed to t
30. erform system analysis system design planning budget control and staffing Some also act as administrators or supervisors A person who determines or otherwise defines the requirements of a call center and the functions it will provide A planner may specifically assist in the design of ACD pilots and call guides to address a call center s requirements A planner is typically an experienced call center professional often in management with strong technical background and skills Aastra 2541 003 ACD System Description Supervisor A supervisor is a member of a call center with responsibility for the performance of assigned agents and agent groups A head supervisor may also have responsibility for other supervisors A supervisor is typically an experienced call center professional Supervisor stations make some ACD features such as Manual Overflow and Monitoring directly available to supervisors ACD station line and pilot parameters define which features are available to each supervisor ACD System Capabilities ACD offers many core capabilities Your total system configuration determines which capabilities are available Capability Call Deflection This ACD capability routes calls to a quick conclusion when a pilot has too many calls in queue or any call has been in a queue too long Destinations for call deflection include e An alternate pilot e voice mail e recording device e answering service e
31. ers e High numbers of call deflections may indicate a need for more trunks e High numbers of call deflections with high numbers of calls in queue may indicate a need to decrease wrap up and work times e High numbers of call deflections with low numbers of calls in queue may indicate a need for more agents e Low numbers of call deflections with high numbers of calls in queue may indicate a need for more agents Pilot Number Hourly Report The ACD Pilot Number Accumulated report provides statistical data for all calls to a pilot since the statistics were last cleared It tracks calls to the pilot in one hour intervals over a single day Table 13 describes the statistical fields of an ACD Pilot Number Hourly report Table 13 Statistical Fields of an ACD Pilot Number Hourly Report Field Statistic The hourly interval to which subsequent statistical fields pertain Calls Offered Deflc The top value is the sum of ACD calls to the pilot that were either abandoned reached final disposition were answered or were deflected within the hourly interval The bottom value in parentheses is the specific number of ACD calls to the pilot that were deflected Aband Calls The number of ACD calls to the pilot within the hourly interval that a caller ended abandoned before an agent answered Final Disp Calls The total number of ACD calls to the pilot that reached final disposition the end of an active call guide whether handled
32. f instructions similar to a script that specifies how ACD processes calls Call guides typically route calls to appropriate agent group pilots pilots to which one or more agents are assigned An ACD system typically uses several pilots of both types to provide the complete routing function for a call center lt Gaution PointSpan switches do not prevent the creation of pilots that are both steering pilots those with one or more call guides and agent group pilots those to which agents are assigned However maintaining clear distinctions between steering and agent group pilots can help you implement a well organized and more easily understood ACD system In fact the Centergy call center management application specifically handles separate statistics for call types for pilots with call guides and agent groups for pilots with agents Any pilot with both a call guide and agents can cause confusing statistical data in Centergy Call Guides Aastra 2541 003 A call guide is a series of instructions similar to a script or program that specifies how ACD processes calls including how it routes calls to agents Each instruction in a call guide is a step each call guide can contain up to 255 steps and each step contains one of the 32 available call guide commands core instructions Each call guide is an autonomous construct that can be assigned to any number of pilots For details see the PointSpan ACD Call Guide User Manual 2545 n
33. generates a Pilot Event CDR for the pilot The system records state change events such as agent sign on and sign off when the event occurs It records other events with statistical calculations such as the total duration of ACD calls at time intervals based on the ACD CDR Event Period system parameter the default period is hourly At the quarter hour time boundary defined by the ACD CDR Event Period the system accumulates all the statistical durations and counts records them to a new ACD Pilot Event CDR for the pilot then clears the statistics See CDR Pilot Event in the PointSpan ACD Administration Procedures manual 2542 001 for details including a list of pilot event statistics Destination Information Transfer This ACD capability determines what destination information the system transfers with an exiting call Subsequent destinations such as agent stations for display and voice mail systems use this information Digit Collection This ACD capability is a primary part of IVS Digit Collection involves getting input from callers usually in the form of dual tone multi frequency DTMF digits It requires a digit collection template a construct that defines the characteristics of the caller input to be collected Each Get Digits step in a call guide uses a digit collection template Different Get Digits steps can share the same digit collection template For details see the following e The Get Digits Step
34. gents in the call center by directory number DIRN or agent identification number Agent ID It determines whether the call center is DIRN based or ID based See Call Center Parameters in the PointSpan the ACD Administration Procedures manual 2542 nnn for details CLOS Command SELECT COMMAND CLOS The Class of Service command defines sets of privileges and features that meet the varying needs of different kinds of users Many Class of Service parameters pertain directly and exclusively to ACD See Class of Service Parameters for ACD in the PointSpan ACD Administration Procedures manual 2542 nnn for details DIRN Command SELECT COMMAND gt DIRN The Directory Number command creates modifies and otherwise controls directory numbers The DIRN command can e Display blocks of yet unassigned numbers in the database for assignment to ACD pilots e Create a feature DIRN that supports the Play IVS Phrase feature for stations without feature buttons see Assign a Feature Directory Number to Play IVS Phrases in the PointSpan ACD Administration Procedures manual 2542 nnn DRUP Command SELECT COMMAND gt DRUP The Directory Lookup command creates tables of data for the system s Name and Number Directory The DRUP command can add information for an ACD pilot to this directory See Add an ACD Pilot to the Directory Lookup Table in the PointSpan ACD Administration
35. he agent that the agent did not answer within the time specified in the call forward no answer parameter Xfrd Calls The number of calls that an agent initially received then transferred ACD Calls Avg The top line shows the total number of ACD calls that the agent answered The bottom line shows an average duration based on the formula Total ACD Call Duration Total Number of ACD Calls Auto Wrap Avg The average time per call handled that the agent spent in the wrap up state based on the formula Total Wrap up Duration Total Number of ACD Calls Avail Avg The average time that the agent was available to answer calls based on the formula Online Time ACD Call Duration Wrap Duration Work Duration Total Number of ACD Calls Answered Aastra 2541 003 35 Chapter 2 ACD Reports Field Statistic Hold Calls Avg The top line shows the number of times the agent activated call hold The bottom line shows the average call hold duration for the agent based on the formula Total Call Hold Duration Number of Calls Placed in Call Hold State Outg ACD Avg The top line shows the number of calls to an outgoing trunk that originated at the ACD line The bottom line shows the average duration of outgoing calls based on the formula Total Duration of Outgoing Calls Total Number of Outgoing Calls Incm Calls Avg The top line shows the number of non ACD calls received by the ACD line The bott
36. ide of one switch to a call guide of another switch Aastra 2541 003 51 Chapter 2 ACD Reports Table 15 describes the fields in each profile Table 15 Fields for Each Profile Calls The total number of calls of the given profile type within each ACD call profile interval Calls The percentage of total calls of the given profile within each ACD call profile interval based on the formula Number of Calls in Interval Total Number of Calls in Profile The total number of calls of the given profile type within the ACD call profile interval plus all previous intervals The percentage of total calls of the given profile within each ACD call profile interval plus all previous intervals General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Call Profile report e High numbers of abandoned calls or calls in queue indicate that calls are not being answered quickly enough Consider the following possible solutions A Add agents to the pilot Lower the longest queue duration or call queue depth values so that ACD initiates automatic overflow sooner Enable supervisors to use Manual Overflow to get agents out of Wrap up and Work and back to handling calls e Ifthe report reveals predictable patterns for abandoned calls consider setting an earlier target answer time e Ifthe report reveals predictable patterns for abandoned calls consider playing announcements just before that
37. ields of an ACD DNIS report Table 10 Statistical Fields of an ACD DNIS Report The total number of calls to the DNIS number that a caller ended abandoned before an agent answered Final Disp Calls The total number of calls to the DNIS number that reached final disposition the end of an active call guide whether handled by an agent or otherwise Ans Calls Avg The top value is the total number of calls to the DNIS number that agents answered The bottom value is the average time until answer in the form MM SS based on the formula Queue Duration for Answered DNIS Calls Number of Answered DNIS Calls Answered Norm The number of calls to the DNIS number that agents in the initial pilot answered this number excludes overflow calls that agents answered Answered Auto Ovfl The number of calls to the DNIS number that agents answered after ACD routed them to an overflow pilot Answered Manul Ovfl The number of calls to the DNIS number that agents answered after a supervisor activated manual overflow 44 Aastra 2541 003 ACD System Description Field Statistic Trgt Ans lt Tgt The top value reflects the Target Answer Time threshold The botton value shows the percentage of calls to the DNIS number that agents answered within each pilot s Target Answer Time threshold based on the formula DNIS Calls Answered Before Target Answer Time Total Number of Answered DNIS Calls Qued Calls Avg The top
38. ifically answers important call center management questions Table 1 lists ACD reports that can help you allocate call center resources Table 1 Resource Allocation Analysis Applicable Reports Does the center have enough agents Pilot Number Current report Is the center supported by enough Pilot Number Current report 9 unes Agent Percentage report Is the ratio of agents in primary and Agent Current Status report j CYANO Mm puoi Comers Pilot Number Current report Does the system need any more Call Profile report Overflow and Abandoned auxiliary announcements How Many calls Are calls being distributed to agents Agent Percentage report properly and efficiently Agent Average report Table 2 lists ACD reports that help you analyze training requirements Table 2 Training and Development Analysis Applicable Reports Are agents providing immediate e Agent Average report assistance to callers e Agent Percentage report Which agents need more training e Agent Average report e Agent Percentage report e Agent Call Source Tracking by Originating Pilot Number report Are agent trainees ready e Agent Call Source Tracking by Originating Pilot Number report e Agent Average report e Agent Percentage report Can agents handle more calls e Agent Call Source Tracking by Originating Pilot Number report e Agent Average report e Agent Percentage report 39s Aastra 2541 003 ACD System Description Table
39. ilable but did not place the line in a work or unavailable state e High numbers of transferred calls may indicate a need for more training e High overall automatic wrap averages may indicate a need to decrease the maximum wrap up time WPM for the pilot see ACD Pilot Parameters in the ACD Administration Procedures manual 2542 nnn e Ifa pilot has high numbers of unanswered calls consider implementing the Automatic Answer hands free feature for agents Agent Call Source Tracking by Originating Pilot Number Report The ACD Agent Call Source Tracking by Originating Pilot Number report tracks all calls to a pilot This report shows the total number of calls to the pilot and the average duration of those calls It indicates which agent groups by pilot number and agents by name and ID responded to calls to the pilot and to any associated overflow pilots Table 7 describes the statistical fields of an ACD Agent Call Source Tracking by Originating Pilot Number report Table 7 Statistical Fields of an ACD Agent Call Source Tracking by Originating Pilot Number Report Field Statistic Total Pilot Active Time The total time in which the pilot has been in active service not night service since this report was last cleared Dir Number The directory number of the ACD line on which the given agent last signed on Agent ID The unique number that identifies the agent A name for the agent if available Orig Pilot The orig
40. inating pilot number that routed calls to the specific agent This field also includes any overflow pilots associated with the primary originating pilot ACD Calls The total number of ACD calls from the originating pilot and each overflow pilot that the agent answered Avg Call Duration The average duration of the calls from the specific pilot in the Orig Pilot column that the agent answered based on the formula Total Duration of Calls Number of Calls Agent Total Calls The total number of ACD calls from the originating pilot and all overflow pilots the sum of all calls in the ACD Calls column that the agent answered Aastra 2541 003 37 Chapter 2 ACD Reports Field Statistic Agent Total Avg The average duration of all ACD calls from the originating pilot and all overflow pilots that the agent answered based on the formula Total Duration of Calls Number of ACD Calls Answered General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Agent Call Source Tracking by Originating Pilot Number report e Call activity for primary pilots should typically exceed activity for overflow pilots High numbers of call to overflow pilots may indicate a need for more agents in the primary pilot group e An agent may be ready to handle more calls or more difficult calls if they are handling a higher number of calls with lower average call durations than other agents e Agent trai
41. ine Time The percentage of total time that the agent spent in the Call Hold State based on the formula Total Duration of Call Hold Total Online Time 39 Chapter 2 ACD Reports General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Agent Percentage report e The ACD Calls Auto Wrap Work and Avail fields are 100 of an agent s time e A comparison of an agent s individual statistics with values in the summary line indicates the agent s effectiveness relative to the agent group as a whole e Acomparison of the ACD calls and Avail fields may indicate efficiency either of individual agents or of the agent group as a whole e High Wrap Work or Time Hold values for an agent may suggest a need for more training e High Wrap or Work values may suggest a need to enable supervisors to use the Force feature which automatically takes agents out of Wrap up and Work and makes them available to answer calls e An agent who spends a large percentage of time handling outgoing incoming non ACD or internal calls may be using the system inappropriately to avoid handling calls e A low availability for any agent warrants further investigation Why is an agent less available than others e A high availability for the pilot as a whole on the summary line may indicate that the trunk may be underused Agent Current Status Report The ACD Current Status report indicates the current non his
42. itch database determine the ACD functionality for that system An Administrative Console also called a Man Machine Interface provides direct control over the many ACD parameters in a switch database and provides access to ACD statistical records An administrative console can e Create modify and delete ACD pilots e Create modify and delete call guides e Define Call Route Scheduling e Assign call guides to pilots e Assign agents to pilots e Determine feature access for agents and supervisors e Manage ACD reports For details regarding the Administrative Console see System Consoles in the PointSpan System Operations manual 2494 nnn For procedures that use the console to control ACD parameters in a PointSpan database see the PointSpan ACD Administration Procedures manual 2542 nnn Administrative Console ACD Commands The following table lists each administrative console command that controls or affects ACD functions and describes the command s role in ACD Command Role in ACD with Console Display ACD Command The primary Automatic Call Distribution command creates modifies and deletes ACD pilots The ACD command can SELECT COMMAND gt ACD e Selecta call distribution method for a pilot e Define call deflection for a pilot e Select a call alerting option for a pilot e Determine how a pilot handles calls in queue e Define work and wrap capabilities for a pilot e Enable the Agent Unavailable fe
43. lace the port for the agent into maintenance out of service MOS mode The Permanent Agent Sign on capability is typically available to support external systems such as an integrated voice response IVR unit that cannot sign on or off Such systems must remain signed on at all times Play IVS Phrase This feature enables an agent to listen to IVS phrases stored on an IVC card For details see the PointSpan IVC Card Features and Support guide 2489 nnn Queue Depth This feature enables an agent to view the number of agents on line and the number of calls in queue on a station with an alphanumeric display Aastra 2541 003 Chapter 1 Automatic Call Distribution Roaming Agent This feature enables an agent to relocate their assigned ACD voice line from one station to another while maintaining the same directory number This feature enables agents to manually prevent their station from accepting more ACD calls It gives each agent the flexibility to allocate additional time to complete paperwork or other duties before responding to other calls Work which is a manual application of the Wrap up feature shares the same feature button as Wrap up on an agent station This feature automatically provides up to 250 seconds after each call before an agent s station will accept another incoming ACD call Wrap up time allows each agent to complete paperwork or other duties before responding to another call An agent can ma
44. n 3 0 Technical Publications iv Aastra 2541 003 Proprietary and Contents Section Table of Contents 3 Edition August 2006 cauere d cessisset cdita eden Maec LAC Ad iii Contact Information es eontr ret ere es ev ava es re Ree EU dee eae ii What to Expect when Contacting Company sees nennen iii Trademarks and Acknowledgements essere eene enne ii About This Publication 4 eere eese eese sees seen eae osses ossos tastes seoste stesso essee sspe seta sens enses vii Ad ENCE saves ER vii Publication Organization Rete Pe eee re er tee P dote tae vii Conventions Used In This Publication essere eere vii References eet deett e e obedit det edite viii Chapter 1 Automatic Call Distribution eee e eee eee eee eee eee eee ee seen aestas etate seta aset eaae 1 ACD Applications n ende n ger ee e ederet eme eaS 1 ACD Structure oe en ek ee ee eed ee a He EL ee ed 2 ACD PHOS ient het e ea Meee lees te eee e ett neqoe elec 3 Call GUIES eL 3 ACD USERS sss paiement ge rep Ln t P e DEL Eee RA E 4 ACD System Capabilities ete o eter Reg re te POE p se PRO E Eee 5 ACD Supervisor Features ete tete het esee edet E RA A estet aad vane tease 10 ACD Agent P atures esee idee caddie A ret ee tee ere waa 13 Agent SLALES 35 HET 16 ACD Constructs and Entities eses enian a iiA A E EE ARAA EES 17 ACD Equipment and Systems 0 ccccceccc
45. nees with low call durations are good candidates for assignment to primary and overflow pilots e An agent s average call duration for a pilot that is much greater than the overall average call duration for the pilot may indicate that the agent needs training on handling calls to that pilot Agent Percentage Report 38 The ACD Agent Percentage report includes statistics for agents within the same agent group those who share calls to a specific pilot number It divides the total time for each agent across various call center activities time handling ACD calls time in wrap time on hold and more It includes a name if available and an identification number agent ID for each agent Each row provides statistics for a single agent The last row provides a summary line that reflects the agent group s overall activity and productivity This report supports historical review and analysis of each agent s participation in pilot activities Table 8 describes the statistical fields of an ACD Agent Percentage report Table 8 Statistical Fields of an ACD Agent Percentage Report Field Statistic Total Pilot Active Time The total time in which the pilot has not been in night service since this report was last cleared Dir Number The directory number of the ACD line on which a given agent last signed on Agent ID A unique number that identifies a agent The name of the agent if available Aastra 2541 003 Aastra 2541 003
46. nn Chapter 1 Automatic Call Distribution ACD Users The following table defines different users of ACD Administrator A skilled call center professional who is responsible for the technical implementation and maintenance of ACD An administrator working alone or with a team of other administrators uses PointSpan system consoles to define and maintain ACD parameters in switch databases An agent is one of the following e A person who handles telephone calls or other communications in a call center Call center agents range from inexperienced new hires to experienced professionals A channel or port on a device that processes calls or other communications for a call center Agents are the recipients of calls that ACD routes to them ACD agent stations make some ACD features such as Wrap Work and Automatic Answer Hands Free directly available to agents ACD station line and pilot parameters define which features are available to each agent A person such as a company operator or receptionist who works the console of a Private Branch Exchange PB X An attendant may be involved in routing some ACD calls The person who originates a call to a call center Callers interact with ACD by responding to prompts for input speaking with agents speaking with supervisors and otherwise completing transactions with the call center A person who is responsible for telephone systems for one or more call centers Managers p
47. nt Percentage report e Agent Current Status report e Agent Continuous Status report e Dialed Number Identification System DNIS report e Pilot Number Current report e Pilot Number Accumulated report e Pilot Number Hourly report e Profile report ACD Report Application Principles ACD can generate many reports that contain call center data information that reflects the operations and status of a call center The ACD reports include historical and real time statistics such as the total number of ACD calls handled for individual agents agent groups and pilots Historical data reflects the past operations of a call center It helps you forecast future requirements such as call volumes and staffing ACD also provides real time data that reflects the current state of a call center Real time data helps you make immediate responses to improve current operations For example you can move idle agents from one group to another group that currently has calls in queue ACD reports help you manage the following aspects of a call center e Resource allocation e Training and development e ACD Pilot performance e Agent performance e Customer satisfaction and quality e Service level requirements and regulations Aastra 2541 003 gt 31 Chapter 2 ACD Reports The following sections associate specific ACD reports with aspects of call center management See the General Analysis Guidelines section for each report to see how it spec
48. nually end wrap up before the allotted time by pushing the Wrap up button on the agent station the same feature button that supports the Work feature Agent States The following table describes all the possible states for ACD agents Agent State Busy on ACD The agent is currently busy handling an ACD call Do Not Disturb The agent has activated the Do Not Disturb feature which routes all calls coming into the station to another destination such as another agent line or voice mail The pilot s Ring Forward No Answer Forward Treatment parameter determines the destination A station in this state can place outbound calls The agent has placed a current ACD call on hold Idle Available The agent is ready to receive incoming ACD calls Incoming The agent is on an inbound non ACD call received by the ACD line The agent is on a call with another internal ACD line Offline The agent is not logged in and the agent s station is not active in ACD An offline agent is considered off duty 16 Aastra 2541 003 ACD System Description Agent State Online The agent is logged in and the agent s station is active in ACD All other agent states except Offline are online states Outgoing The agent is on an outbound non ACD call that they originated from the ACD line Work The agent is in a manual work period that prevents the station from accepting more ACD calls An agent uses work time to complete paperwork and othe
49. om line shows the average duration of incoming non ACD calls based on the formula Total Duration of Incoming Calls Total Number of Incoming Calls Intr Calls Avg The top line shows the number of internal calls that the ACD line either originated or received The bottom line shows the average duration of internal calls based on the formula Total Duration of Internal Calls Total Number of Internal Calls General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Agent Average Report e A comparison of an agent s time online to the total number of ACD calls that the agent handled indicates the agent s general performance level e An agent may be ready to handle more calls or more difficult calls if The agent s number of ACD calls match that agent s number of incoming calls The agent has no unanswered calls The agent has no transferred calls e Anagent who handles a relatively low number of ACD calls may require additional training or experience e High numbers of outgoing incoming and internal calls may indicate one or more of the following The agent may be avoiding ACD calls The agent may need more training The agent may be performing unusual or special tasks such as returning customer calls 36 Aastra 2541 003 ACD System Description e High numbers of unanswered calls may indicate that an agent was either not at their station or was otherwise unava
50. ommand can SELECT COMMAND SPAR e Enable the system to update estimated time until answer for calls in queue see Intelligent Queuing and in the PointSpan ACD Administration Procedures manual 2542 nnn e Verify that the switch has enabled IVS see Verify IVS Support in the PointSpan IVC Card Features and Support manual 2489 nnn e Set the time boundary for the system s generation of ACD CDR event records see Set the ACD CDR Event Period in the PointSpan ACD Administration Procedures manual 2542 nnn TEAM Command The Team command creates a team of agents that an MCL can assign to a supervisor for monitoring SELECT COMMAND gt TEAM See Define an Agent Team for Monitoring in the PointSpan ACD Administration Procedures manual 2542 nnn for details Aastra 2541 003 29 Chapter 1 Automatic Call Distribution Command Role in ACD with Console Display UGRP Command SEL ECT COMMAND UGRP The User Group command controls user group parameters The UGRP command can Control Dynamic Agent Sign on see Modify a User Group to Support Dynamic Agent Sign on in the PointSpan ACD Administration Procedures manual 2542 nnn Support manual removal of a roaming agent line see Modify a User Group for Manual Removal of Roaming Agent Line in the PointSpan ACD Administration Procedures manual 2542 nnn Associate a call center configuration with an appro
51. orting Server Helps system administrators Operations and Maintenance perform operations manual maintenance and troubleshooting functions through the Centergy Network Management Server CNMS viii Aastra 2541 003 Aastra 2541 003 ACD System Description Publication Number Tite Deseription 2489 nnn 2512 nnn 2513 nnn 2516 nnn 2542 nnn 2545 nnn IVC Card Features and Support PointSpan System Operations manual PointSpan System Description manual Centergy Reporting Administrator Guide Centergy Reporting Reports Guide PointSpan Station Database Procedures manual PointSpan System Database Procedures manual PointSpan Command Reference manual ACD Administration Procedures ACD Call Guide User Manual Provides information and procedures to help customers implement and use the Integrated Voice Services IVS feature Provides step by step instructions to operate and maintain PointSpan Describes the basic operations of PointSpan and its family of system products Supports call center administrators in using the Centergy Manager application Describes the standard report templates that the Centergy Manager application provides Provides step by step procedures to implement and maintain PointSpan stations and phone equipment Provides step by step instructions to implement and maintain PointSpan features system functions and configurations for cards ports
52. pability allows an ACD pilot to use an OAI channel as a link to an external application such as e Centergy Manager e A call accounting application e An integrated voice response IVR unit e Areader board e A call recording system e A predictive dialing application e A voice mail system Originator Billing This ACD capability determines whether the system includes the originator as the billable party in a call s CDR even if an agent or the system transfers the call Overflow This ACD capability distributes calls in queue to alternative pilots when none of the agents in a primary pilot are available ACD call guides typically use the Agent Group command AGRP with conditions to control overflow For details see the ACD Call Guide User Manual 2545 nnn ACD can however enable supervisors to manually activate overflow to deal with high call volumes see Manual Overflow in Supervisor Features Report Generation This ACD capability produces reports that assist in analyzing the efficiency and cost effectiveness of call center operations See ACD Reports for details Aastra 2541 003 Chapter 1 Automatic Call Distribution Capability Short Abandon Time This ACD capability establishes a minimum time that a call must remain online before the system records it as an abandoned call An ACD pilot parameter controls this capability Short abandon time sets a threshold that filters out calls that m
53. priate user group see Add a Call Center to a User Group in the PointSpan ACD Administration Procedures manual 2542 nnn Assign a whisper message for calls to a user group that supports Dialed Number Identification System DNIS definitions see Assign a Whisper Message to a User Group in the PointSpan ACD Administration Procedures manual 2542 nnn Set the Whisper Device Wait WDW time a delay before the system connects a call to allow a whisper device source to become available see Set the Whisper Device Wait Time in the PointSpan ACD Administration Procedures manual 2542 nnn Select the statistics that the Agent Statistics feature displays and define the format for those statistics See Define the Format for Agent Statistics in the PointSpan ACD Administration Procedures manual 2542 nnn UTIL Command SEL ECT COMMAND UTIL The Utilities command can build an Open Application Interface OAD channel to support the IVS Phrase Manager utility See Establish the OAI Channel and IVS Phrase Manager in the PointSpan VC Card Features and Support manual 2489 nnn 30 Aastra 2541 003 ACD System Description Chapter 2 ACD Reports Automatic Call Distribution ACD provides the following reports to assist in analyzing the efficiency and cost effectiveness of call center operations e Agent Average report e Agent Call Source Tracking by Originating Pilot Number report e Age
54. problem by manually activating overflow when the queue holds more than three calls maintaining a ratio of one call waiting for every two active calls For more information see Manual Overflow in the PointSpan ACD Administration Procedures manual 2542 nnn Monitoring This feature enables a supervisor to listen to or join an agent s conversation with a caller The term Quality Monitoring is synonymous For details see Monitoring in the PointSpan ACD Administration Procedures manual 2542 nnn 11 Chapter 1 Automatic Call Distribution Night Service This feature enables a supervisor to manually activate the pilot s night call guide A night call guide supports a call center at times when agents are not available Typically Call Route Scheduling parameters activate the night call guide during anticipated down times such as nights and holidays With the Night Service feature however a supervisor can activate the night call guide in usual circumstances such as emergency situations when agents are unexpectedly unavailable Play IVS Phrase This feature enables a supervisor to listen to IVS phrases stored on an IVC card For details see the PointSpan VC Card Features and Support guide 2489 nnn Queue Depth This feature enables a supervisor or agent to view the number of agents on line and the number of calls in queue on a station with an alphanumeric display Reassignment This feature enables a s
55. r control ACD features Chapter 1 Automatic Call Distribution 20 Monitor Control List Function A switch database construct that determines which monitoring types are available to a supervisor and which agents a supervisor can monitor for each type Night Call Guide A call guide defined specifically to support the call center when agents are not available such as at night A pilot uses a night call guide as defined by Call Route Scheduling or when a supervisor activates the Night Service feature Overflow Group A group of agents who receive calls when none of the agents in another group another agent pilot are available Typically ACD call guides assign overflow groups but a group may also be the target of manual overflow Overflow Pilot An ACD pilot that receives calls when none of the agents in another pilot are available Typically ACD call guides assign overflow pilots but a pilot may also be the target of manual overflow Phantom Pilot An ACD pilot with a directory number that is not published used within ACD call guides exclusively as an overflow pilot Pilot Number A four digit number that identifies a pilot A pilot number is the directory number of an ACD pilot ACD uses this number to route calls appropriately to idle ACD agents members of the pilot Prefix Digit Table Primary Group An ACD construct that processes each ACD call and outputs the following e
56. r duties Wrap up The agent is in an automatic wrap up period up to 250 seconds following each call that prevents the station from accepting more ACD calls An agent uses wrap up time to complete paperwork and other duties ACD Constructs and Entities ACD relies on many software constructs and entities to perform its functions Some constructs such as ACD pilots are critical to core ACD operations Other constructs such as digit collection templates support only one or a few of the many ACD functions ACD Pilot A comprehensive set of parameters that define ACD call processing Key ACD pilot parameters include e Directory number e Call guide see Steering Pilot e Agents see Agent Group Pilot For a complete list see ACD Pilot Parameters in the ACD Administration Procedures manual 2542 nnn Agent Group All of the call center agents within a single ACD pilot see Agent Group Pilot Agent Group Pilot An ACD pilot to which one or more agents are assigned as opposed to a steering pilot which has no agents Agent Identification Number A unique number that associates status information Agent ID and statistics with a specific agent Agent Line A telephone line dedicated for use by an ACD agent Agent Super Group A combination of otherwise separate agent groups pilots in a call guide Call processing treats the combined groups as a single large agent group The Agent CallNet Super Group call guid
57. re Interpret Table command The NFIT command can Establish a two digit code that removes a roaming agent line Create a numeric feature code that supports the Play IVS Phrase feature for stations without feature buttons See Roaming Agent and Play IVS Phrase in the PointSpan ACD Administration Procedures manual 2542 nnn for details PDT Command SELECT COMMAND gt PDT The Prefix Digit Table command creates modifies and otherwise controls PDT parameters The PDT command can Create a PDT that supports the Intelligent Queuing feature Create a PDT that supports the Whisper Messaging feature See Intelligent Queuing and Whisper Messaging in the PointSpan ACD Administration Procedures manual 2542 nnn for details 28 Aastra 2541 003 ACD System Description Command Role in ACD with Console Display SDGP Command The Satellite Directory Group SDGP command displays prints and updates SDGPs The DIRN command creates them SELECT COMMAND gt SDGP SDGP Command continued The SDGP command can modify an SDGP to support CallNet steps in call guides See CallNet in the PointSpan ACD Administration Procedures manual 2542 nnn and CallNet Step in the PointSpan ACD Call Guide User Manual 2545 nnn SPAR Command The System Parameters command configures modifies and otherwise controls system parameters features resources and switching partitions The SPAR c
58. re Target Answer Time Total Number of Answered Calls Qued Calls Avg The top value is the number of calls that ACD placed in queue because no agent was available when they arrived The bottom value is the average length of time in the form MM SS that a call remained in queue based on the formula Total Duration of Calls in Queue Total Number of Calls in Queue Qued Longst The longest duration in the form MM Ss that a call remained in queue Xfrd Calls The number of successful call transfers after answer Report Dura HH MM The total duration interval for this report from the time a user last cleared the statistics for the pilot until ACD generated this report The time is in the form HH MM General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Pilot Number Current report e This report is useful to understand the system s daily operations 46 Aastra 2541 003 ACD System Description e Any patterns in the incoming calls to a pilot can help determine scheduling requirements e Increased numbers of abandoned calls at particular times or particular days may indicate a need for additional staffing for those periods e If most abandoned calls are associated with a particular pilot that agent group may need additional training e High numbers of overflow calls may indicate a need for additional agents in the primary pilot group e A percentage of calls answered les
59. rent types of information Angle brackets Key names Press lt Enter gt to accept the lt gt Keys to press default value Bold text Characters to enter when In the example select the referenced in a procedure DTMF group type Italics Explanatory text within a Building Ports command sample Courier Example of output that a Enter Password and system displays Username Aastra 2541 003 fo vii About This Publication Horizontal Ellipses Horizontal line omissions in a command sequence Vertical Ellipses Vertical line omissions in a command sequence Provides supplemental information Note The prompt may not display if Provides information to au tion help you avoid possible damage to hardware or a system crash without data loss Use case sensitive commands to keep from destroying Provides information to rning ensure that you avoid danger death or permanent d DO NOT touch exposed amage to a system wires Action column In a step action result table Type SPAR contains an instruction Result column In a step action result table The console displays the contains anything important new parameter values that the action causes to happen References The following publications provide related information Publication Number 2470 nnn Centergy Reporting Supports call center supervisors Supervisor Guide in using the Centergy Manager application 2471 nnn Centergy Rep
60. roup call guide command creates CallNet super groups Call Type A group of calls to a call center that share the same or very similar properties In a PointSpan switch database ACD pilots that contain call guides define call types A pilot with an ACD call guide is often called a steering pilot a product pilot or a call type pilot A call center s steering pilots reflect the types of calls that the call center is intended to handle For example a call center could have one steering pilot to direct callers to a technical support group and another to direct callers to an order processing group this center s call types are technical support and order processing Aastra 2541 003 Aastra 2541 003 Call Type Pilot ACD System Description Function An ACD pilot that contains a call guide see Call Type for more information Class of Service A specific set of privileges and features that meet the specific needs of one definite class of users Class of Service is a core construct of all PointSpan switching functions not just ACD Dialed Number Identification System DNIS Number In ACD a DNIS number contains the digits that a caller entered to reach a call center Digit Collection Template A component of a call guide that processes and validates direct input from a caller usually in the form of dual tone multi frequency DTMF digits Each Get Digits step in a call guide uses a digit coll
61. s than 100 may indicate either a need for more agents or a need to increase the target answer time in ACD pilot parameters e High numbers of call deflections may indicate a need for more trunks e High numbers of call deflections with high numbers of calls in queue may indicate a need to decrease wrap up and work times e High numbers of call deflections with low numbers of calls in queue may indicate a need for more agents e Low numbers of call deflections with high numbers of calls in queue may indicate a need for more agents Pilot Number Accumulated Report The ACD Pilot Number Accumulated report provides statistical data for all calls to a pilot since the statistics were last cleared It tracks a pilot over periods from several hours to many days Table 12 describes the statistical fields of an ACD Pilot Number Accumulated report Table 12 Statistical Fields of an ACD Pilot Number Accumulated Report Field Statistic Pilot Dir Ugp The top value gives the pilot number The bottom value in parentheses is the user group Calls Offered Deflc The top value is the sum of ACD calls to the pilot that were either abandoned reached final disposition were answered or were deflected The bottom value in parentheses is the specific number of ACD calls to the pilot that were deflected Aband Calls The total number of ACD calls to the pilot that a caller ended abandoned before an agent answered Final Disp Calls The to
62. statistics Agent Unavailable This feature enables an agent to prevent ACD from routing new calls to their station It gives agents the flexibility to manage their time when they need to take care of other duties or actions ACD can be configured to require agents to enter a reason code after activating the Agent Unavailable feature For details see Agent Unavailable in the PointSpan ACD Administration Procedures manual 2542 nnn Automatic Agent Sign on This feature enables an agent to sign onto an agent group pilot without entering an ID or password Automatic Answer Hands Free This feature enables agents using headsets to answer ACD calls without having to press a hook switch Call Alert Option The means by which ACD announces an incoming call at an agent station The four options are e Standard ring one standard ring e Ring ping quick short ring e System feature ring three quick rings e No ring agent line flashes Call Recording This feature enables an agent to initiate call recording It is particularly valuable when an agent is dealing with a hostile caller or an emergency situation such as a bomb threat Note Call Recording requires a recording device that is not standard PointSpan equipment The term Emergency Call Recording is synonymous 14 Aastra 2541 003 ACD System Description Calls in Queue This feature supports queue depth indicators on agent and supervisor
63. t Number report Which agents are not performing well Agent Average report Agent Percentage report Agent Call Source Tracking by Originating Pilot Number report Aastra 2541 003 33 Chapter 2 ACD Reports Applicable Reports Are agents staying in Work too long e Agent Average report not answering calls when they are e Agent Percentage report available or otherwise using the system e Agent Current Status report inappropriately Should agents use the Automatic e Agent Average report Answer hands free feature Are some agents either talking too long Agent Average report or ending calls to abruptly Table 5 lists ACD reports that can help you evaluate the general effectiveness of the center in meeting customer needs Table 5 Customer Satisfaction and Quality Analysis Applicable Reports Is the center answering calls within the Pilot Number Current report target service level What should the target service level be Call Profile report abandoned calls How can the center increase the e Pilot Number Current report percentage of calls answered within the e Agent Average report target time e Agent Percentage report e Agent Current Status report How many calls is the center losing e Pilot Number Current report How quickly are callers abandoning e Call Profile report abandoned calls calls How long does it take for a caller to e Pilot Number Current report reach an agent e Call Profile r
64. tal number of ACD calls to the pilot that reached final disposition the end of an active call guide whether handled by an agent or otherwise Aastra 2541 003 47 Chapter 2 ACD Reports Field Statistic Ans Calls Avg The top value is the total number of calls to the pilot that agents answered including calls initially directed to the pilot and calls directed to the pilot as an overflow pilot The bottom value is the average time until answer in the form MM SS based on the formula Total Queue Duration for Answered Calls Total Number of Answered Calls Answered Norm The number of calls initially directed to the pilot that agents answered this number excludes overflow calls that agents answered Answered Auto Ovfl The number of calls that agents answered after ACD s automatic overflow function routed them to this pilot Answered Manul Ovfl The number of calls that agents answered after a supervisor activated manual overflow to route them to this pilot Trgt Ans lt Tgt The top value is the target answer time the number of seconds set as a threshold for agents to answer calls to this pilot This threshold is an ACD pilot parameter The bottom value shows the percentage of calls to this pilot that agents answered within this threshold based on the formula Calls Answered Before Target Answer Time Total Number of Answered Calls Qued Calls Avg The top value is the number of calls that AC
65. the same pilot again e The system continues to ring the involved agent s station e The system signs the agent off then queues the call to the same pilot again Call Guidance Each ACD steering pilot uses call guides to define how it processes calls including how it routes calls to agents Each call guide contains a series of instructions similar to a script that specify the processing steps for the pilot A single steering pilot can use up to four call guides and an additional night call guide Each steering pilot can contain its own Call Route Scheduling parameters to determine when each call guide is in effect For details see the PointSpan ACD Call Guide User Manual 2545 nnn Aastra 2541 003 Aastra 2541 003 ACD System Description Capability Call Route Scheduling This ACD capability activates different call guides based on time of day TOD day of week DOW and day of year DOY tables The time of day and day of week tables establish the timing needs of standard daily call center operations including breaks lunch hours peak times and weekends The day of year table accommodates exceptionally different non standard scheduling such as holidays Each ACD steering pilot contains its own Call Route Scheduling parameters Call Waiting Termination Each ACD pilot can enable or disable this ACD capability to determine whether the system will route a call to an agent station in the pilot
66. tion in the form NN NN NN indicate intervals in seconds The number for each interval represents the first second of the next interval for example if NN 5 for the first column all data in the column reflects seconds 0 4 You can set the values for these ACD profile intervals in the ACD Profile Intervals and Call Duration Profile Intervals parameters for each pilot See ACD Pilot Parameters in the PointSpan ACD Administration Procedures manual 2542 nnn Note Aastra Inc recommends five second profile intervals as a general standard Table 14 describes the profile data in an ACD Call Profile report Table 14 Profile Data in an ACD Call Profile Report Answered Call Profile Tracks calls answered by all of the agents of the pilot within each ACD profile interval Abandoned Call Profile Tracks calls abandoned discontinued by a caller before agent answer within each ACD profile interval Overflow Call Profile Tracks calls that initiated to the pilot but that ACD directed to an overflow pilot within each ACD profile interval Call Queue Duration Profile Tracks the average duration in seconds that calls to the pilot were in queue within each ACD profile interval Call Duration Profile Tracks the average total duration in seconds of all calls to the pilot within each ACD call profile interval CallNet Call Profile Tracks CallNET calls for the pilot within each ACD call profile interval CalINET calls overflow from a call gu
67. torical present real time status of all the agents for a specific pilot Listing agents by directory number agent identification number and name this report reflects the present status for each agent The top of the report displays current statistics for the pilot as a whole Table 9 describes the statistical fields of an ACD Agent Current Status report Table 9 Statistical Fields of an ACD Agent Current Status Report Field Statistic Calls Queued Provides the number of ACD calls currently in queue that originated to the pilot PILOT N It also provides the total number of ACD calls currently in queue including all overflow calls from other pilots AGENT N Longest The longest time that any call currently in the queue has been waiting for answer by an agent in this pilot Online Agents The number of agents in this pilot who are currently online signed on 40 Aastra 2541 003 ACD System Description Field Statistic Offline Agents The number of agents in this pilot who are currently offline signed off Idle The number of agents in this pilot who are currently idle and available to answer the next ACD call Wrapup The number of agents in this pilot who are currently in the automatic wrap up state Work The number of agents in this pilot who are currently in the manual work state Hold The number of agents in this pilot who are currently in the hold state BsyACD The number of agen
68. ts currently on line Aastra 2541 003 Aastra 2541 003 ACD System Description Feature Control This feature enables a supervisor to control which ACD features are available to an agent With the proper station configuration a supervisor can e Sign on for an agent place the agent online e Sign off for an agent place the agent offline e Activate or deactivate the Work feature for an agent e Activate or deactivate the Automatic Answer Hands Free feature for an agent Force This feature enables a supervisor to manually suspend the Wrap and Work capabilities for all agents in an ACD pilot It makes all agent stations that are in a Work or Wrap state immediately available to receive calls Manual Overflow This feature enables a supervisor to manually route all calls in queue to any overflow pilots Until the supervisor cancels manual overflow ACD continues to route all calls to overflow pilots To route calls again to the primary pilot a supervisor must cancel manual overflow This feature allows supervisors to adjust to unusual conditions For example Call Center 1 typically has ten active agents in the primary group The center s call guide activates overflow when the queue holds more than five calls one call waiting for every two active calls On an unusual day a snow storm hits the area and only six primary agents make their way to the center The supervisor can compensate for the staffing
69. ts in this pilot who are currently handling an ACD call DNDstb The number of agents in this pilot who are currently in the do not disturb state Outgo The number of agents in this pilot who are currently on an ACD call that originated from an ACD line Incmig The number of agents in this pilot who are currently on a non ACD call that an ACD line received Intrnl The number of agents in this pilot who are currently on an internal call that an ACD line either originated or received The total number of unavailable agents Notrdy The total number of agents who are not ready to receive and handle ACD calls Of Available Agent Statistic The number of agent statistic blocks for agent sign on Blocks When the percentage reaches 70 or more the system displays the following WARNING XX OF AGENT STATISTIC BLOCKS USED AT 100 AGENTS WILL NOT BE ALLOWED TO SIGN ON UNTIL STATISTICS ARE CLEARED When the percentage of blocks used reaches 100 the system displays the following WARNING AGENT STATISTIC BLOCKS ALLOCATED MUST CLEAR STATISTICS BEFORE ADDITIONAL AGENTS ALLOWED TO SIGN ON Aastra 2541 003 4 Chapter 2 ACD Reports Field Statistic Arithmetic Mean for The arithmetic mean time is a calculation that uses statistics from an ACD Profile report for a specified pilot number Every time the system updates a statistic it also recalculates
70. ture that greatly increases the efficiency of call centers by processing inbound or outbound calls and redirecting the calls to appropriate agents or agent groups ACD Applications ACD supports a broad range of call center applications and many different kinds of organizations Examples of call center functions that ACD supports include e Account inquiry e Airline reservations e Customer service e Emergency services E 911 e Government agency support e Home shopping services e National and international services providing services across multiple time zones e Order processing e Outbound telemarketing e Service and repair processing e Technical support e Telethons Aastra 2541 003 gt Chapter 1 Automatic Call Distribution ACD Structure N Figure 1 shows the basic operational structure of Automatic Call Distribution ACD Callers Clients Customers Callers Dial Call Center Number 1 800 1 888 911 etc Central Office Central Office routes calls to call center PointSpan Switch with ACD Switch translates dialed numbers and routes calls to steering pilots E ERO Agent Group Pilot A Call Center Steering Pilot with Call Guide a A d Cc cA B 3 Agent D Steering Pilot Distributes calls to agent i groups agent pilots Agent Group Pilot C Agent Group Pilot B m uL E
71. upervisor to move one or more agents from one group to another A supervisor can manually move agents through the Agent Continuous Status report See Move Agents from an Agent Continuous Status Report in the PointSpan ACD Administration Procedures manual 2542 nnn Report Generation This feature enables a supervisor to produce reports that assist in analyzing the efficiency and cost effectiveness of call center operations See ACD Reports for details Status Monitoring This feature enables a supervisor to check an agent s status See Agent States for descriptions of possible agent states A supervisor runs an Agent Current Status report or an Agent Continuous Status report to check agent status For instructions to run these reports see the PointSpan ACD Administration Procedures manual 2542 nnn 12 Aastra 2541 003 ACD System Description ACD Agent Features ACD offers many agent features Your total system configuration determines which options are available ACD provides the flexibility to assign different options to different agents or agent groups Agent Not Ready This feature is similar to the Agent Unavailable feature but the agent is an external application that communicates with the PointSpan switch across an Open Application Interface OAI channel The application activates and deactivates the feature When Agent Not Ready is active the switch does not route ACD calls to the application When Ag
72. value is the number of calls to the DNIS number that ACD placed in queue because no agent was available when they arrived The bottom value is the average length of time in the form MM SS that a call remained in queue based on the formula Total Duration of Calls in Queue Total Number of Calls in Queue Qued Longst The longest duration in the form MM SS that a call to the DNIS number remained in queue Xfrd Calls The number of times that calls to the DNIS number were transferred Report Dura HH MM The total duration interval for this report from the time a user last cleared the statistics until ACD generated this report The time is in the form HH MM Pilot Number Current Report The ACD Pilot Number Current report provides statistical data for all calls to a pilot since the statistics were last cleared It tracks a pilot over periods from several hours to many days Table 11 describes the statistical fields of an ACD Pilot Number Current report Table 11 Statistical Fields of an ACD Pilot Number Current Report Field Statistic Pilot Dir The top value gives the pilot number The bottom value in Ugp parentheses is the user group Calls Offered The top value is the sum of ACD calls to the pilot that were Deflc either abandoned reached final disposition were answered or were deflected The bottom value in parentheses is the specific number of ACD calls to the pilot that were deflected Aband Calls The
73. when the station is busy with an active ACD call CallNet This ACD capability supports overflow from a call guide of one switch to a call guide of another switch The CNET CallNet call guide step controls overflow to another switch A directory number from an agent group pilot associated with a Satellite Directory Group SDGP defines the overflow destination CallNet enables a switch to overflow calls to one or more remote switches while maintaining calls in queue for agents on the local switch For details see the PointSpan ACD Call Guide User Manual 2545 nnn CDR Agent Event This ACD capability generates an Agent Event Call Detail Record CDR for each agent in a pilot The system records state change events such as agent sign on and sign off when the event occurs It records other events with statistical calculations such as the total duration of ACD calls at time intervals based on the ACD CDR Event Period system parameter the default period is hourly At the quarter hour time boundary defined by the ACD CDR Event Period the system accumulates all the statistical durations and counts records them to anew ACD Agent Event CDR for each agent then clears the statistics See CDR Agent Event in the PointSpan ACD Administration Procedures manual 2542 001 for details including a list of agent event statistics Chapter 1 Automatic Call Distribution Capability CDR Pilot Event This ACD capability
74. when they arrived The bottom value is the average length of time in the form MM SS that a call remained in queue based on the formula Total Duration of Calls in Queue During the Hourly Interval Total Number of Calls in Queue During the Interval Qued Longst The longest duration in the form MM SS that a call remained in queue during the hourly interval Xfrd Calls The number of successful call transfers after answer during the hourly interval The sum of all hourly data for the day General Analysis Guidelines Consider the following when reviewing and analyzing an ACD Pilot Number Accumulated report e This report is useful to understand the system s daily operations 50 Aastra 2541 003 ACD System Description e A comparison of call activity for different hours and different days can help you more effectively allocate resources based on call patterns and peak times e Wide variance in call activity at different hours of the day could indicate a need to use time of day tables through the Call Route Scheduling feature Call Profile Report The ACD Call Profile report provides historical call data for a specific pilot It supports analysis of an agent group s general performance This report provides either five or six broad profiles of agent group performance All of the profiles in this report include data from the time statistics were last cleared until ACD generated the report The headers over each sec

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