Instruction manual

System Features
Automatic Call Distribution (ACD)
Strata DK General Description 6/00 67
Automatic Call Distribution (ACD)
An optional feature upgrade key (KKYS2 or KKYS3 on the DK40i, Release 4.3, or RKYS2 or
RKYS3 on the DK424i) connected to the processor enables ACD group features. Thus, incoming
calls over a CO line to be distributed among a group of ACD Agents. This is ideal where a number
of staff members receive the same type of calls, since calls can be automatically distributed.
Incoming calls that are not directly connected to Agents wait in queue for the first available Agent
in the called group. While waiting, callers hear programmed announcements and music at
designated intervals to encourage them to remain on hold. This feature requires a customer-
provided, digital announcement device(s) and music source.
When the number of ACD calls waiting in queue reaches a programmable threshold, calls can
overflow to another ACD group or destination such as a Distributed Hunt (DH) group.
The ACD feature also enables supervisor stations to provide ACD Agents with call assistance and
call monitoring. ACD Supervisor LCD telephones can display ACD group status, individual Agent
status (available/unavailable, on an ACD call, etc.) and Call Status (the number of calls in queue,
longest call in queue, etc.).
Additionally, the KKYS3 and RKYS3 feature key enables the use of a Call Center Viewer, SMIS,
or Insight DK application. SMIS provides detailed supervisory monitoring of Agent calls (on a PC
screen) and printed reports regarding an Agent’s performance. Call Center Viewer presents real-
time ACD Agent and Queue Status to multiple PC screens.
Insight DK
The Insight DK and Insight DK Plus systems are full-featured ACD MIS tools for call center
supervisors, providing user-defined supervisor displays, user-defined historical reports, electronic
wall board connections, and inView LAN-based status display messaging.
Insight DK and DK Plus are Windows-based MIS software programs that work with PCs running
Windows 2000, 98, 95 (Vers. 4.00.950A, B, or C), or Windows NT
®
with a minimum Service Pack
3 installed.
They both support external wallboard displays and scheduled reporting. The data collected can be
exported for further processing using other report generator programs or spread sheets. They also
support inView, which provides LAN-based status displays in a wallboard format on Agent’s or
Supervisor’s PC screens. See the
Strata DK Call Center Solutions General Description for more
information.
ACD Feature capacities are listed in Table 33.
Table 33 ACD Capacities
DK424i
ACD
DK40i B1CU
B2CAU/B2CBU,
B3CAU/B3CBU
B5CAU/
B5CBU
ACD/Insight DK and Insight DK Plus/SMIS/Call Center Viewer
8 Yes Yes Yes
ACD Groups
8 8 16 16
ACD Agent IDs
1
1. There are system limits for the number of simultaneous Agents depending on traffic. See the Strata DK Call Center
Solutions General Description for details.
200 200 256 256
ACD Music Interface Ports (1 per Group)
8 8 16 16
ACD Announce Interface Ports (3 per Group)
12 24 48 48