Automatic Call Distribution (Acd) - NEC ASPILA EX Feature Manual

Automatic Call Distribution (ACD)

• Available - 64 ACD Groups.
• For more information, refer to the ACD Manual
Description
Aspila EX Software Manual
Automatic Call Distribution (ACD) uniformly distributes calls among member agents of a pro-
grammed ACD Group. When a call rings into an ACD Group, the system automatically routes the
call to the agent that has been idle the Automatic Call Distribution is much more sophisticated and
comprehensive than Department Calling and other group services - it can accurately judge the work
load at each agent and distribute calls accordingly. The system allows up to 64 ACD Groups.
You can put any agent in any group. In addition, an agent can be in more than one group as long as only
one of the groups is active at a time. This allows, or example, a Technical Service representation to
answer Customer Service calls at lunch time when many of the Customer Service reps are unavailable.
The ACD Master Number is the "extension number" of the whole group. Calls directly ringing or
transferred to the ACD Master number enter the group and are routed accordingly. Although the
master number can be any valid extension number, you should choose a number that is out of the
normal extension range.
Automatic Call Distribution operation is further enhanced by:
• ACD Overflow (With Announcements)
ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in
when all agents are unavailable can hear an initial announcement (called the 1st Announce-
ment). This announcement can be a general greeting like, "Thank you for calling. All of our
agents are currently busy helping other customers. Please stay on the line and we will help
you shortly." If the caller continues to wait, you can have them hear another announcement
(called the 2nd Announcement) such as, "Your business is important to us. Your call will be
automatically answered by the first available agent. Please stay on the line." If all the ACD
Group's agents still are unavailable, the call can automatically overflow to another ACD
Group or the Voice Mail Automated Attendant. If all agents in the overflow ACD Group are
busy, Lookback Routing automatically ensures that the waiting call will ring into the first
agent in either group that becomes free.
You can assign an ACD Group with any combination of 1st Announcement, 2nd Announce-
ment and overflow method. You can have, for example, a Technical Service group that plays
only the 2nd Announcement to callers and then immediately overflows to Voice Mail. At the
same time, you can have a Customer Service group that plays both announcements and does
not overflow.
• Agent Log In and Log Out Services
An ACD Agent can log in and log out of their ACD Group. While logged in, the agent is
available to receive ACD Group calls. When logged out, the agent is excluded from the
group's calls. The programmable keys and alphanumeric display on an agent's phone show at
a glance when they are logged in or logged out.
• Emergency Call
If an ACD Agent needs assistance with a caller, they can place an Emergency Call to their
ACD Group Supervisor. Once the supervisor answers the Emergency Call, they automatically
monitor both the ACD Agent and the caller. If the agent needs assistance, the supervisor can
join in the conversation. Emergency Call can be a big help to inexperienced ACD Agents that
Automatic Call Distribution (ACD)
Aspila EX
(P/N TBD).
Features 69