Download ACD System Description

ACD System Description
Feature
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:
• Sign on for an agent (place the agent online)
• Sign off for an agent (place the agent offline)
• Activate or deactivate the Work feature for an
agent
• 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 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).
Aastra - 2541-003
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