Installation guide

QuadroM32x/8L/26x/12Li/26xi Manual II: Administrator's Guide Administrator’s Menus
QuadroM32x/8L/26x/12Li/26xi; (SW Version 5.3.x)
82
ACD Management
Attention: The Automatic Call Distribution is an optional feature and can be activated with a feature key from the Features page.
Automatic Call Distribution (ACD) is the contact center solution designed for queuing and automatic distribution of the calls between contact center
agents.
ACD concept and the contact center solution are based on the following building blocks:
• Agent – a call center user reachable via Quadro.
• Agent Group (AG) – comprises the call queue, collection of agents (call center users), and call distribution mechanism between its
agents.
• Interactive Voice Response system (IVR) – a custom Auto Attendant on Quadro, answering the calls from remote callers/customers,
collecting information from callers in the form of DTMF digits and, based on that, making the routing decision on delivering the call to
proper Agent Group.
• Predefined ACD Agent Auto Attendant - used for agent login/logout and updating the current status of the agent from the phone.
To monitor ACD processes on the Quadro, Epygi provides a Statistics, Monitoring and Reporting (SMR) application, running on MS Windows PC.
SMSR doesn’t require the 3PCC license (see
Features section) to be installed on the Quadro. It displays the current status and statistics on Agent
Groups and Agents, builds the statistical reports and sends notifications and alerts to ACD supervisor/administrator. For more details and requests
for this applications, contact Epygi sales division (
www.epygi.com).
Agent
Agent is the call center user answering the customers’ calls and reachable via Quadro due to ACD. To receive the calls, agent needs to be logged
into some Agent Group (AG). Agent is characterized by the agent ID, password, skills’ levels and termination phone number. Agent can be logged
into several agent groups at the same time and receive the calls distributed by those agent groups. For easy login/logout to all groups where the
agent is subscribed, agent should use the *83 feature code from the handset.
ACD allows the system administrator to define the set of skills adequate to call center profile and grade the professional capabilities of each agent
according to each defined skill. The skill grading range starts from 0 and goes up to 10; with 0 meaning the absence of that specific skill and 10
meaning the highest level.
The termination phone number defines the phone assigned to agent. In other words, the calls on some termination number assigned to agent should
be answered by that agent. The agent may have only one termination number and changing that number will result in answering the calls to that
agent in different location.
Agents are being managed from ACD Agents Table (see
ACD Group Extension Settings).
Agent Group
Agent Group (AG) is actually a Quadro extension with enhanced capabilities. The type of that extension in Quadro configuration is ACD Group (see
ACD Group Extension Settings). Except for regular attributes intrinsic to extension (like extension number, SIP user name, etc.), it is characterized
also by the collection of agents included into that group, call queue and the call distribution mechanism. These agent group specific parameters of
extension are being configured from ACD Group Settings or ACD Agents Table accessible from
ACD Group Extension Settings.
Call Queue of Agent Group
Agent Group receives the calls from customers via means existing currently on Quadro. For example, it may receive the direct call through ITSP on
SIP number (DID number) assigned to AG, receive a call through ACD’s IVR on AG’s extension number, external call through
Call Routing table on
Quadro, etc.
Arrived call is being added to the end of the AG queue if there are no available (online) agents to answer the call immediately. For connecting to the
agents always the call at the top of the queue is being selected. The call queue settings are configured from the ACD Group Settings (see
ACD
Group Extension Settings).
Each agent can have of the following states: online, offline, away, busy or DND (Do not Disturb) (for details see ACD Agents Table accessible from
ACD Group Extension Settings). If the same agent is logged into different agent groups, he/she may have different states in different groups except
for DND status. If the agent has DND state in some group then his state will be the same for all other groups.
The state of the agent can be updated either by administrator from the ACD Agents Table (with the exception of “DND” and “busy” states) or by
agent from the handset (except for “busy” state). The agent, for changing the state to “online”, “offline”, “away” from the handset needs to call the
predefined Auto Attendant (see
Attendant Extension Settings) and on attendant’s prompt enter the agent ID, password and the status code. The
state changes from “online” to “busy” or vice versa automatically when the agent starts or finishes conversation.
Calculation of Composite Skill Grade
Usually, before the call arrives to the agent group, it is first answered by ACD specific IVR. The main function of IVR is follows: via short questions to
calling customer determine the set of skills required from the agent for best serving the customer. On IVR’s questions, the customer answers by
phone keystrokes (DTMF digits), each keystroke corresponding to some required skill. After finishing the quiz, IVR routs the call to AG along with
information about the required skills set.
To calculate the agent’s composite skill grade, AG sums up the grades of those skills of the agent that are included into the required skill set received
from IVR. The grades of the non required skills are not considered.
The composite skill grade of AG is the sum of composite grades of the online agents of that group.