ACD (Automatic Call Distributor) Operation Manual

ACD (Automatic Call Distributor) Operation Manual Ver1.1.0 2018/11/13 1

Table of Contents Preface ACD (Automatic Call Distributor) is a Cloud PBX feature used in handling large volume of incoming calls. This manual explains how to use ACD Operation. ACD Key Features, Setup Instructions and Configuration Examples will be described on the following sections. 1. Introduction... 3 ACD Overview 4 Enabling the ACD Feature 4 ACD Key Features 5 ACD Usage 6 2. Sample Configuration... 7 ACD Management 8 Sample Configuration 1 (Inbound Contact Center) 9 Sample Configuration 2 (Advance Inbound Contact Center) 10-12 ACD Advanced Settings 13... 14 ACD Settings 15 General Settings 16-17 Advanced Settings 18-19 ACD Strategies 20 ACD Waiting Timeout and Agent Ringing Timeout 21 Call Distribution Methods 22 Options for Calling Empty ACD 23 Caller and Agent Announcements 24-26 Real-Time Dashboards 27-31 Reporting 32-34 Audio Files 35 Agent Menu 36 ACD Basic Setup Procedure 37 3. Index 2

1. INTRODUCTION 3

1. INTRODUCTION ACD OVERVIEW ACD (Automatic Call Distributor) is a Cloud PBX Feature which distributes ordered lists of incoming calls to Agents assigned on different groups (ACDs). The algorithm on how calls are being dispatched to agents is determined by the ACD strategy. ENABLING ACD FEATURE A. To enable the ACD Setting you need to purchase the following: 1 IVR Option 1 Regular Unique B. To have a fully working ACD you need to purchase the following: At Least 1 IVR Option At Least 3 Regular Uniques At Least 1 Phone Number (*Optional) [Purpose of Purchasing ACD Requirements] Requirement Allowed Type Usage/Purpose IVR Option Regular IVR Enables ACD Setting Feature Increases the number of active ACD (1 IVR:1 Active ACD) Route calls from IVR to ACD via IVR Routing Setting Forward calls from ACD to IVR via ACD Call Forwarding Setting Unique SIP Phone Softphone Mobile Phone Y!mobile SIP Phone(No channel) Enables ACD Setting Feature Increases the number of simultaneous incoming channel Use as Agents which can be assigned to any ACD Use as Related Unique for Call Transfer and Extension Dial Feature Phone Number DID Free Call Special Number Navi Dial International Phone Number Use as Incoming Number of the ACD. *This setting is only required if you want outside call directly to ACD. 4

ACD KEY FEATURES ACD Management ACD Strategies Real-Time Dashboards Reporting Call Forwarding Audio File Management Caller and Agent Announcements Agent Voice Guidance Menu IVR Integration A. ACD Management Setup multiple ACDs in your circle to group your Agents according on your organizational structure and business setup. B. ACD Strategies ACD supports four strategies: Ring All, Least Recent, Random and Round Robin. Strategy is the algorithm which determines how incoming calls are distributed agents within an ACD. You can choose a strategy which suits your need. C. Real-Time Dashboards Dashboards provides key data for your ACD, Calls and Agents in real-time. You can visualize the current activity and performance of your ACDs which includes ACD Metrics, Agent/Call Status and Statistics. D. Reporting Useful information on your ACDs can be retrieved on a specified date range. E. Call Forwarding Forward your calls when there are no available Agents to answer the calls. You can choose to forward calls to a Local Extension, IVR, Voicemail or even to another ACD. F. Audio File Management Upload your custom sounds which can be used on Agent and Caller announcements. G. Caller and Agent Announcements Enhanced the caller s experience by combining voice announcements while they are waiting on the line. Announcements provides useful information to callers like the estimated wait time and their current position in the ACD. H. Agent Voice Guidance Menu Agents can perform simple operation by simply dialing an extension number and let them perform simple tasks like changing their status to available or not available. I. IVR Integration Create a more advanced in-house inbound call center by combining IVR and ACD. IVR collects caller preferences and then route them to the appropriate ACD. 5

ACD USAGE A. Inbound Contact Center [Use Case Scenario] Create multiple ACD based on the skills or purpose of each group of Agents. Assign the Uniques of your staffs to different ACDs based on their job role or department. Example Setup: ABC Company Phone Number 1 ACD 1: Admin Department (Agents: Staff A, Staff B, Staff C) Phone Number 2 ACD 2: Sales Department (Agents: Staff D, Staff E) Phone Number 3 ACD 3: Customer Support Department (Agents: Staff F, Staff G, Staff H, Staff I) [Setting Instructions] ACD Setting Add ACD General Setting Add Agents B. Advance Inbound Contact Center [Use Case Scenario] Connect your existing IVR to one or more ACDs in order to make a more advanced In-house inbound Call Center. IVR determines schedule rules and collects caller preferences before routing the calls to the appropriate ACD. You only need one Phone Number (DID) in this setup. Example Setup: ABC Company Phone Number 1 IVR 1 Branch No. 1 ACD 1: Admin Department (Agents: Staff A, Staff B, Staff C) Phone Number 1 IVR 1 Branch No. 2 ACD 2: Sales Department (Agents: Staff D, Staff E) Phone Number 1 IVR 1 Branch No. 3 ACD 3: Customer Support Department (Agents: Staff F, Staff G, Staff H, Staff I) [Setting Instructions] IVR Setting Routing Setting Operation: ACD, Unique: <ACD ID> 6

2. SAMPLE CONFIGURATION 7

ACD Management ~ ACD Settings Page ACD MANAGEMENT You can manage your ACDs by adding and deleting ACDs in the ACD Settings Page. General Settings and ACD Dashboards can be accessed also in this page. Creating ACD ① Go to ACD Settings Page, click Add ACD. ② Type the Name of the new ACD. ③ Click Save. The ACD List The ACD List is found at the ACD Setting Page ① View Icon. Click this icon to access the Dashboard of an ACD. ② Edit Icon. Click this icon to access the General Settings of an ACD. ③ Incoming Number. Shows the incoming number of the ACD. ④ Related Unique. Shows the related unique of the ACD. ⑤ Active. Shows if an ACD is Active or Inactive. ⑥ Agent Menu Extn. Shows the extension number to dial for accessing Agent Menu Voice Guidance. 8

SAMPLE CONFIGURATION 1 ~ Inbound Contact Center 1. Inbound Contact Center Example Desired Action 1 Incoming Number is Designated for each department Phone Number 1 for Admin Department Phone Number 2 for Sales Department Phone Number 3 for Customer Support Department Different Call Distribution/Ringing Strategy on every department Ring all staffs when there are callers on Admin Department Ring the sales associate who has been idle the longest Ring customer service representatives in sequence Different Call Forwarding setting on each department Forward the caller to Voicemail after it has been missed by the Admin Department Hangup the caller after it has been missed by the Sales Department Forward the caller to IVR after it has been missed by the Customer Support Department Required Action Purchase IVR Option Purchase Uniques (e.g. SIP Phone, Softphone, Mobile Phone, Y!mobile, SIP Phone [No channel]) Purchase Phone Number (e.g. DID, Free Call, Special Number, Navi Dial, International Phone Number) Add ACD Configure ACD (Set basic settings, Add Agents) ① Go to ACD Setting General Setting ② Toggle the [Active] setting to ON to enable the ACD. ③ Select a Phone Number to set the [Incoming Number]. ④ Select a Unique to set the [Related Unique]. ⑤ Check the [Agent Menu] and type the [Extension] number. ⑥ Select an audio file to set the [Audio File]. *See Page 35 for adding Audio Files ⑦ On the [Strategy] select Ring All. 9

SAMPLE CONFIGURATION 1 ~ Inbound Contact Center ⑧ In the [Agents] option, click the [Add] button to add Agents. ⑨ Check the desired uniques at the [Select Agents] window and click [Choose Selected] button ⑩ Optional. Select Default on the [Priority] column. ⑪ Type a value in seconds for the [Agent Ringing Timeout]. ⑫ Type a value in seconds for the [ACD Waiting Timeout]. ⑬ In the [Call Forwarding] option select Forward Call to Voicemail and choose the desired Unique. Repeat steps 1-12 for other ACD and supply the appropriate configuration values. CONCEPT DIAGRAM Admin Play Audio File Dial to: Ring Everyone Phone Number 1 Sales Phone Number 2 Ring the longest idle time Callers Phone Number 3 Idle: 5 mins 20 mins Customer Support Ring in sequence 10

SAMPLE CONFIGURATION 2 ~ Advance Inbound Contact Center 2. Advance Inbound Contact Center Example Desired Action Use only 1 Phone Number / Main Trunk Line for all Department IVR Branch No. 1 for Admin Department IVR Branch No. 2 for Sales Department IVR Branch No. 3 for Customer Support Department Agents and callers can hear Announcements Required Action Purchase (IVR Options, Uniques, Phone Number) Add ACD Configure General ACD Setting Configure Advanced ACD Setting (Enable Caller & Agent Announcements ) IVR Setting (Set Incoming Number) IVR Audio File Management (Upload Audio Files) IVR Routing Setting (Assign branch numbers to ACDs) ① Go to Circle Management Page IVR Setting. ② Select a phone number at the [Incoming Number] option. ③ Select Enable Routing at the [Routing] option. ④ Set IVR Routing [Branch Operations]. ⑤ Select ACD on the [Operation] column. ⑥ Choose a previously uploaded Audio File. ⑦ Select the desired ACD from the [Unique] column. ⑧ Repeat steps 5-7 for other Branch No. Operation and choose a different ACD. 11

SAMPLE CONFIGURATION 2 ~ Advance Inbound Contact Center CONCEPT DIAGRAM Admin IVR Dial to: TO ADMIN DEPT. Ring Everyone Sales Main Phone Number TO SALES DEPT. Callers TO CUSTOMER SUPPORT DEPT. Idle: 5 mins 20 mins Ring the longest idle time Customer Support Ring in sequence ① Callers dial the incoming phone number of the IVR. ② IVR proceeds to Branch Routing Operation. If Callers pushes 1 they will be routed to the ACD of Admin Department. If Callers pushes 2 they will be routed to the ACD of Sales Department. If Callers pushes 3 they will be routed to the ACD of Customer Support Department. ③ IVR forwards the call to the appropriate ACD. ④ Since the Admin department is using Ring All strategy, all staffs will receive the call. ⑤ Since the Sales department is using Least Recent strategy, the staff with the longest idle time will receive the call. ⑥ Since the Customer Support department is using Round Robin strategy, the next staff after the one who answered the previous call will receive the call. Example: If Agent 1 answered the previous call, Agent 2 will receive the next call. If the last agent (Agent 4) answered the previous call, Agent 1 will receive the next call. 12

ACD ADVANCED SETTINGS ~ Caller and Agent Announcements ① Go to ACD Setting General Setting Advanced Setting Announcements Tab ② To enable caller announcements, choose Yes and type a desired frequency (from 1-3600 seconds) for the [Announce Position] option. ③ On the [Include Hold Time] option choose Yes. ④ On the [Periodic Announcements] option choose Default and type a desired frequency (from 1-3600 seconds). ⑤ On the [Agent Announcements] option choose the desired audio file Sample Audio. ⑥ On the [Announce Caller's Hold Time] option choose Yes. ⑦ On the [Announcement Language] option choose English. ⑧ On the [Round of Seconds] option choose --. 13

3. INDEX 14

INDEX ~ ACD Settings The ACD Setting is the default page of ACD. Some key features can be accessed via this page such as the General Settings and ACD Dashboard. You can locate this page via Circle Management Page ACD Setting. ① Add ACD. Shows Create New ACD subsection. ② Delete ACD. Deletes selected ACDs on the ACD List Table. ③ ACD List. Table which displays list of ACDs. Useful information and shortcut icons are show on each ACD. ④ Select. Use for selecting ACD to be deleted. ⑤ View. Use to access the Dashboard of a specific ACD. ⑥ Edit. Use to access the General Settings of a specific ACD. ⑦ ACD ID. Displays the unique ID of an ACD. ⑧ Name. Displays the descriptive name of the ACD. ⑨ Incoming Number. Displays the Incoming Phone Number (DID). ⑩ Related Unique. Displays the Related Unique (UID) and Extension Number. ⑪ Active. Shows the ACD s current status: indicates active/enabled indicates inactive/disabled. ⑫ Agent (Total). Shows the current number of Agents in an ACD. ⑬ Agent (Menu Extn). Display the Extension number to dial the Agent Menu voice guidance. ⑭ ACD Limit. Indicates the maximum number of ACD which can be active. Enabling ACDs more than the ACD limit is not allowed. ⑮ ACD Channel Count Limit. Indicates the maximum number of incoming calls on all ACDs. Calls will dropped once the channel count limit is reached. 15

INDEX ~ General Settings The General Setting includes the basic options for ACD. You can access it via ACD Setting General Setting. ① Active. Enable or disable the ACD. Calls will hang-up and returns a busy status when dialing a disabled ACD. ② ACD ID. Unique 12 digit identification of the ACD. The ACDID is automatically generated upon creation. ③ Name. Sets the descriptive name of the ACD. Maximum number of allowed characters is 64. ④ Incoming Number. Sets the Incoming Phone Number (DID). Phone Number types such as DID, Free Call, Special Number, Navi Dial and International Phone Number can be selected. Only one incoming number can be assigned per ACD. ⑤ Related Unique. Sets the Unique which is related to this ACD. This enables call transfer feature for agents. To allow extension dial to an ACD, simply set an extension number for the related unique. ⑥ Agent Menu Extension. Set to enable the voice guidance menu for Agents. An unused extension number can be assigned to this option. The voice guidance menu consists of Push 1: Pause, Push 2: Unpause, Push 3: Check Status. 16

INDEX ~ General Settings ⑦ Audio File. Set the audio file to be played before ringing Agents. ⑧ Strategy. Determines how calls will be distributed to Agents. Available ACD Strategies: Ring All - Ring all available agents until one answers (*default) Least Recent - Ring the agent who has been idle the longest. Random - Ring a random agent. Round Robin - Ring one agent in sequence. Begins the round robin starting with the agent who is next in-line after the last call. ⑨ Agents. Determines a list of agents assigned in an ACD. Agents will immediately receive inbound calls after they are added on any ACD. The priority can be set to determine which agents are prioritize when ACD distributes inbound calls. Default has the highest priority while high level values have lower priority. Agents can be assigned into multiple ACDs. ⑩ Agent Ringing Timeout. Determines the number of seconds to ring an Agent s phone. Number value (*in seconds) is required. ⑪ ACD Waiting Timeout. Determines the number of seconds for a caller to wait in the ACD before it proceeds to the call forwarding option. ⑫ Call Forwarding. Determines if calls will be forwarded once they are not answered within the ACD Waiting Timeout value. Available Forwarding Methods: End Call - Hang up the call. Play Audio File - Play the selected Audio File. Forward Call to Local Extension Number - Forward calls to a Local Unique Forward Call to IVR - Forward calls to an IVR Forward Call to VoiceMail - Forward calls to the voicemail box of the selected Unique Forward Call to another ACD - Forward calls to another ACD. SELECT AGENTS WINDOW The Select Agents window allows to choose eligible unique types to be added on a specific ACD. Allowed uniques which can used as agents are: SIP Phone, Mobile Phone, CloudPBX(Y!mobile), Softphone and SIP Phone (No channel). It can be accessed via General Setting Agent Option Add Button. ① Search Section. This section provides simple search function to quickly find your desired Uniques by UID or Name. ② Unchecked. Only Uniques with enabled checkbox can be selected. ③ Unavailable. Uniques assigned as Related Unique Option are in red font with disabled checkbox cannot be added. ④ Checked. Uniques with disabled checkbox and marked as check are already added as agent and can no longer be selected. ⑤ Choose Selected. Use to add the agents in the Agents Table. Only uniques with enabled checkbox and check marked are added. 17

INDEX ~ Advanced Settings The Advanced Settings Page includes optional settings, these gives a better control on how ACDs will operate. You can access it via ACD Setting General Setting Advanced Setting. ACD TAB ① Call Distribution Method. Determines how many inbound calls are distributed to agents. Available Options: Serial Only one inbound call is distributed to agents at a time. Simultaneous Inbound calls are distributed to all available agents simultaneously. ② Maximum Number of Callers. Sets the maximum number of callers allowed to be waiting in the ACD. Default value is 0 (unlimited). ③ Allow empty ACD to be called. Sets whether callers can call the ACD even if there are no available agents. Agents with pause status are considered as unavailable. Available Options: Yes - callers can call an ACD even if all Agents are unavailable. No - callers cannot call an ACD if all Agents are unavailable. AGENTS TAB ④ Agent Wrapuptime. Sets an interval in seconds before an Agent will receive the next call. ⑤ Autopause Agents. Sets the automatic pausing of Agents if they fail to answer a call. ⑥ Agent Ring Retry Interval. Sets an interval in seconds before trying to ring the Agents phone again. ⑦ Call Connection Delay. Sets an interval in seconds before a call is connected to an Agent. 18

INDEX ~ Advanced Settings ANNOUNCEMENT TAB ⑧ Announce Position. Set to turn on the announcements to callers which includes the position in the ACD. The frequency determines how often caller announcements shall be played, requires value 1-3600 in seconds. If this option is Enabled the following options can be set: Include Hold Time ⑨ Include Hold Time. Enable to announce the caller's estimated hold time together with the position announcement. ⑩ Periodic Announcements. Set to turn on periodic announcement to callers. You can set the audio file to play when playing periodic announcements. The frequency determines how often periodic announcements shall be played, requires value 1-3600 in seconds. ⑪ Agent Announcements. Set to turn on announcements to agents which includes the callers hold time and a custom sound file. Agent announcements are played before an agent is connected to a caller. ⑫ Announce Caller's Hold Time. Enable to announce the caller's hold time to the agent. ⑬ Announcement Language. Sets the language of the audio announcements. Supports English and Japanese. ⑭ Round of Seconds. Set the rounding level of seconds on hold time announcements. 19

INDEX ~ ACD Strategies ACD Strategies Concept Diagram A. Ring All. Ring all agents until one answers the call. Default Setting. ① Caller Dials the Incoming Phone Number of ACD ② Inbound call is connected to ACD ③ ACD tries to ring all agents CloudPBX: ACD B. Least Recent. Ring the agent who has been idle the longest. ① Caller Dials the Incoming Phone Number of ACD ② Inbound call is connected to ACD ③ ACD rings the agent which has the highest idle time CloudPBX: ACD C. Random. Ring a random Agent. Random agent is selected using the application s built in random algorithm. ① Caller Dials the Incoming Phone Number of ACD ② Inbound call is connected to ACD ③ ACD rings a randomly selected agent CloudPBX: ACD D. Round Robin. Ring agents in order starting with the agent who is next in-line after the agent who recently answered a call. ① Caller Dials the Incoming Phone Number of ACD ② Inbound call is connected to ACD ③ ACD rings the next in line agent CloudPBX: ACD 20

INDEX ~ ACD Waiting Timeout and Agent Ringing Timeout ACD Waiting Timeout and Agent Ringing Timeout ACD Waiting Timeout determines the maximum number of seconds a caller can wait in the ACD while the Agent Ringing Timeout determines the number of seconds to ring an Agent s phone. Call Flow Diagram ACD Waiting Timeout: 60 seconds [ACD General Setting] ACD Waiting Timeout: 60 Agent Ringing Timeout: 20 Call Forwarding: End Call CloudPBX: ACD Call Flow Timeline ACD Waiting Timeout: 60 Agent Ringing Timeout: 20 ① Caller Dials the incoming Phone Number of the ACD ② Call is connected to ACD with round robin strategy ③ ACD tries to ring the first Agent ④ First Agent is ringing for 20 seconds, no answer ⑤ ACD tries to ring the second Agent ⑥ Second Agent is ringing for 20 seconds, no answer ⑦ ACD tries to ring the third Agent ⑧ Third Agent is ringing for 20 seconds, no answer ⑨ Hang up the call since it reached the 60 seconds waiting duration 21

INDEX ~ Call Distribution Methods A. Serial. Only one inbound call is distributed to agents at a time. ACD will hold other calls on the line while it tries to find an agent for the first positioned call in the ACD, making the other callers wait. Call Flow Diagram ① Caller 1 dials the incoming Phone Number of the ACD ② Caller 2 dials the incoming Phone Number of the ACD ③ Caller 3 dials the incoming Phone Number of the ACD ④ ACD Rings Agent 1 for Caller 1, Callers 2 and 3 are waiting on the line ⑤ Agent 1 answers and connected to Caller 1 ⑥ ACD Rings Agent 2 for Caller 2, Caller 3 is waiting on the line ⑦ Agent 2 answers and connected to Caller 2 ⑧ ACD Rings Agent 3 for Caller 3 ⑨ Agent 3 answers and connected to Caller 3 CloudPBX: ACD Call Flow Timeline B. Simultaneous. Inbound calls are distributed to all available agents simultaneously. ACD will send one call immediately to each available agent. Call Flow Diagram ① Caller 1 dials the incoming Phone Number of the ACD ② Caller 2 dials the incoming Phone Number of the ACD ③ Caller 3 dials the incoming Phone Number of the ACD ④ ACD Rings Agent 1 for Caller 1, Agent 2 for Caller 2 and Agent 3 for Caller 3 ⑤ Agent 1 answers and connected to Caller 1, Agent 2 answers and connected to Caller 2, Agent 3 answers and connected to Caller 3 CloudPBX: ACD Call Flow Timeline 22

INDEX ~ Options for Calling Empty ACD A. Allowed. In this option, callers can call an ACD even if an ACD has no Agents or if all Agents are unavailable. Agents are known to be unavailable if they are paused. To apply this option set the Allow empty ACD to be called to Yes. Callers can wait in the ACD and while listening to the music on hold. Call Flow Diagram ① Caller 1 dials the incoming Phone Number of the ACD ② Call is connected to ACD ③ ACD plays music on hold for Caller 1 CloudPBX: ACD *If an Agent logs in while callers are waiting on the line, ACD will immediately ring that available agent. ① Caller 1 dials the incoming Phone Number of the ACD ② Call is connected to ACD ③ ACD plays music on hold for Caller 1 ④ Agent 1 becomes online ⑤ ACD ring Agent 1 for Caller 1 CloudPBX: ACD B. Not Allowed. In this option, callers cannot call an ACD if all Agents are unavailable. To apply this option set the Allow empty ACD to be called to No. ACD executes the call forwarding option if calling to empty ACD is not allowed. Call Flow Diagram ① Caller 1 dials the incoming Phone Number of the ACD ② Call is connected to ACD ③ ACD plays music on hold for Caller 1 CloudPBX: ACD 23

INDEX ~ Caller and Agent Announcements Caller and Agent Announcements Announcements contains several options can be set to control and customize the announcements played to callers and agents on an ACD. Options for Announcements are grouped into sections: Caller Announcements - These announcements are played on callers based on a specified frequency. While callers are waiting on the ACD, announcements will be played repeatedly until the ACD timeout is reached or an agent has answered the call. Agent Announcements - These announcements are played on agents before they are connected to the caller. These announcements can also be used to notify agents about some information on their current group and caller information such as holdtime. Other Announcement Options - These options are used to set the language of all default announcement messages and rounding level to used when time units are being played such as minutes and seconds. A. Caller Announcements This option enables or disables announcements to callers. The Frequency option determines how often these caller announcements are played to callers. Position Announcement. These announcements are played when Announce Position is set to Yes. The interval of position announcements depends on the Frequency setting. Call Flow Diagram [ACD Advanced Setting: Announcements] Announce Position: Yes Frequency: 60s 24

INDEX ~ Caller and Agent Announcements Holdtime Announcement. These announcements are played when Include Holdtime is set to yes or once. Include Hold Time - This determines if the holdtime shall be announce to callers. If set to yes, the caller s hold time will be announced based on the frequency set in the caller announcement frequency, if set to once, the holdtime will be announced only once. Call Flow Diagram [ACD Advanced Setting: Announcements] Announce Position: Yes, Frequency: 60s Include Holdtime: Yes Periodic Announcements. This announcement is played to callers to give custom announcement or messages to callers. Its own frequency setting controls this announcement. Periodic Announcements - This option enables or disables periodic announcement option. The selected sound file is played to caller to give custom announcement or messages to callers. Periodic Announcements: Frequency - This option specifies how often periodic announcements shall be played to callers. Call Flow Diagram [ACD Advanced Setting: Announcements] Announce Position: Enabled Frequency: 60s Include Holdtime: Yes Periodic Announcements: Default Frequency: 120s 25

INDEX ~ Caller and Agent Announcements B. Agent Announcements This option enables or disables announcements to agents. The Frequency option determines how often these announcements are played to agents. Once this option is enabled the following options can be set: Agent Announcements - This option enables or disables agent announcements. A custom sound file can be played to agents before they are connected to callers. Announce Caller s Hold Time - Callers hold time information are being announced to the agents. Call Flow Diagram [ACD Advanced Setting: Announcements] Agent Announcements: TechSupport Greeting ( Caller from Technical Support Group ) C. Other Announcement Options These options are applied to Caller and Agent announcements specifically when announcing hold time. Listed are the options that can be set: Announcement Language - Sets the language of the default audio announcements, supports English and Japanese. Round of Seconds - This option determines the rounding level of time in seconds. Available options are: Disable, 1, 5,10, 15, 20, 30 26

INDEX ~ Real-Time Dashboards ACD supports real time status and statistics of ACDs, calls and agents. It has three dashboards designed for all ACDs in the circle, specific ACD and agents. Data on dashboard is being reset everyday. Data on specific date can be found at the reports page. Circle Dashboard Displays the status and statistics of ACDs, calls and agents for all ACDs in the circle. You can access it via ACD Setting Dashboard. Call Monitor ① Call Meter. Shows the numerical measurements of calls ② Hour Timeline. Shows a 24 Hour timeline ③ Call Volume History. Graphical representation of summary of calls per hour ④ Call Status Legend. Shows a color legend of different call status ⑤ Call Hourly Summary. Shows a summary of calls on a specific hour Call Metrics ⑥ Metrics. Shows the current total number of calls per call status. ⑦ Inbound Calls. Shows a graphical percentage distribution of live calls, it includes waiting and active. ⑧ Call Summary. Shows a graphical percentage distribution of completed calls, it includes answered, missed and abandoned. 27

INDEX ~ Real-Time Dashboards ACD & Agents Status and Statistics ⑨ ACD Status Info. Shows the summary of all ACD status in the circle. Status of ACDs Active - Total number of active ACDs in the circle. An ACD is marked active only if it has at least one currently connected call. Ready - Total number of ready ACDs in the circle. An ACD is marked ready only if it has at least one agent that is available to take an incoming call. Enabled - Total number of enabled ACDs in the circle. An ACD will be marked active once the option: Enable ACD is set to On at the General Page ⑩ Call Distribution. Shows a graphical percentage distribution of top five ACDs, which has received the highest number of incoming calls. ⑪ Agent Status Info - Shows the number summary of agents in per status for all ACDs in the circle. ⑫ Agent Status Summary - Shows the summary of agents per status in graphical format for all ACDs in the circle ⑬ Answered Call Distribution - Shows the percentage distribution and list of top 10 agents with the highest number of answered calls. Dashboard Settings This section allows you to choose customize important settings on how dashboard data are updated and displayed in the page. ① Automatic Update. It determines if dashboard data will update automatically. This setting is available for all ACD Dashboards. Available Options: Disable - Disable automatic update on dashboard pages, reloading the page manually is required to view updates. Real-time - Data is being sent to dashboard page in real-time, dashboard is being updated every ACD events. Interval - Data will be sent to dashboard pages on a specified interval, the Update Frequency option must be set to determine how often the dashboard is updated. Update Frequency - Sets the interval in seconds dashboard page is updated when the automatic update option is set to Interval. Accepts value from 10-3600 seconds. 28

INDEX ~ Real-Time Dashboards ACD Dashboard Displays the status and statistics of ACDs, calls and agents for a specific ACD. You can access the page via ACD Setting Chart Icon (View ACD Dashboard icon) Call Monitor ① Call Meter. Shows the numerical measurements of calls. ② Hour Timeline. Shows a 24 Hour timeline. ③ Call Volume History. Graphical representation of summary of calls per hour. ④ Call Status Legend. Shows a color legend of different call status. ⑤ Call Hourly Summary. Shows a summary of calls on a specific hour. Call Metrics ⑥ Call Summary. Shows a graphical percentage distribution of completed calls, it includes answered, missed and abandoned. ⑦ Metrics. Shows the current total number of calls per call status. ⑧ Service Level. Shows key information about the computed performance of a specific ACD. This section is only available at the Specific Dashboard Page. Service Level Types Average Wait Time (AWT) - The average waiting time of callers. AWT = Total Waiting Time/Inbound Calls. Longest Wait Time (LWT) - The waiting time which has the highest value. This value cannot be greater than the current ACD timeout. Average Call Handle Time (ACHT) - The average call time of callers. ACHT = Total Call Time/Inbound Calls. Longest Call Handle Time (LCHT) - The call time which has the highest value. Abandoned Rate (AR) - The percentage of abandoned calls alongside the total number of inbound calls. AR = Abandoned Calls/Inbound Calls. 29

INDEX ~ Real-Time Dashboards ⑨ Agent Status List. Shows a list of all agents in the ACD, information such as current status, caller and answered calls are displayed. ⑩ Agent Status Statistics. Shows the summary of call status of agents within the ACD represented in numeric and graphical format. 30

INDEX ~ Real-Time Dashboards Agent Dashboard Displays the status and statistics of calls and agent information for a specific agent. You can access the page via Unique Management Page Agent ACD ACD ID (shortcut link of desired ACD) Agent Dashboard ① Agent Info. Shows information of a specific agent such as name, phone unique and current group. ② Agent Status. Shows the agent s current status. Types of status: Ready, In Call, Paused. ③ Pause/Unpause. Button to pause and unpause. ④ Live Calls. Table which shows a list of current active calls. ⑤ Metrics. Shows various information regarding a specific agent s statistics on an ACD such as service levels and last paused time. ⑥ Answered Calls. Table which shows a list of all answered calls within the day. 31

INDEX ~ Reporting ACDs can generate reports for ACD, Agents and Calls. Results can be filtered by date range, acd, agent or caller. Reports page can be accessed via Circle Management Page ACD Setting Reports. ACD Reports Tab Contains key information regarding call metrics and service levels of ACD. ① From & To. Option to specify a date range filter ② ACD. Option to filter reports by ACD. ③ Search. Button to apply report filters. ④ ACD Report List. Table which shows the result of the report filters. It displays ACDs key report information for a specified time. ⑤ Export(CSV). Export the currently displayed report to a csv file. ⑥ Export(EXCEL). Export the currently displayed report to an excel file. 32

INDEX ~ Reporting Agents Reports Tab Contains several information regarding calls taken by agents and their service levels. ① From & To. Option to specify a date range filter ② ACD. Option to filter reports by ACD. ③ Agent. Option to filter reports by Agent. ④ Search. Button to apply report filters. ⑤ ACD Report List. Table which shows the result of the report filters. It displays Agent key report information for a specified time. ⑥ Export(CSV). Export the currently displayed report to a csv file. ⑦ Export(EXCEL). Export the currently displayed report to an excel file. 33

INDEX ~ Reporting Calls Reports Tab Contains some information similar to call detail records. ① From & To. Option to specify a date range filter ② ACD. Option to filter reports by ACD. ③ Agent. Option to filter reports by Agent. ④ Caller. Option to filter reports by Caller ID. ⑤ Search. Button to apply report filters. ⑥ ACD Report List. Table which shows the result of the report filters. It displays some information similar to a regular call detail record. ⑦ Export(CSV). Export the currently displayed report to a csv file. ⑧ Export(EXCEL). Export the currently displayed report to an excel file. 34

INDEX ~ Audio Files Custom audio files can be use on Agent and Caller announcements, you can audio files in the Audio Files Page. You can access it via ACD Setting Audio Files. Adding Audio Files ① On [Audio Files Page] click [Add Audio]. ② Click [Choose File] and select the audio file on Local Device ③ Type a desired [Title] of the audio file. ④ Click [Save] button to add the new audio file. ⑤ The new audio file will be shown at the [Audio File List] table 35

INDEX ~ Agent Menu ACD supports agent login via Phone and Web. An Agent is required to login on the ACD before starting to receive calls. Agent Phone Login The Phone login allows an Agent login on a ACD by dialing the Agent Phone Login Extension Number. The Agent Login has a menu which is guided by a voice prompt to lists all possible Agent operation. Menu Structure Menu Diagram 36

INDEX ~ ACD Basic Setup Procedure To setup a complete and functional ACD, follow this simple procedure: Setup Procedures for ACD ① Purchase IVR Options (Note: the number of uniques depends on the required number of active ACDs). Purchase Uniques (Note: the number of uniques depends on the required number of agents). Purchase Phone Numbers to be used as the incoming number of the ACD ② Create an ACD in ACDs Page. ③ Configure an ACD in the General Page and ensure the following: Name has a valid value Enable ACD is set to on Agent Phone Login is enabled and Extension Number has a valid value. Incoming Number Phone Number (to allow outside callers via Phone Number/DID) Related Unique has a Unique (to allow call transfer and extension dial) Strategy has a selected value Agents has valid list of Uniques Ring Timeout has a valid value Call Forwarding has a selected value ACD Timeout has a valid value *Settings at Advanced Page are optional, these settings gives additional control on the behavior of the ACD. 37