User guide

General Information Guide
32
Unavailable
Agent Group
A call directed to an
unavailable agent group
is not queued and is
immediately overflowed
or interflowed.
• Reduces caller wait
time, frustration, and
abandoned calls
Yes Yes
Agent No
Answer Handling
An agent who fails to
answer a call within a
programmed amount of
time is automatically
logged out of ACD. The
call is then re-queued at
a higher priority.
• Reduces caller wait
time, frustration, and
abandoned calls
Yes Yes
Recorded
Announcements
Up to four recorded
messages and their
relative start times can
be defined per queue.
The queue also specifies
whether the last
programmed recording is
repeated and at what
interval it is repeated.
• Increases caller
tolerance to wait times
• Provides general
information at low cost
• Creates an
abandoned call, where
the caller may hang up
without the need to
speak to an agent
Yes Yes
Music Between
Recordings
Between each recording
on an ACD path, the
incoming caller by
default listens to the
system music source. An
alternate source may
also be used.
• Increases caller
tolerance to wait times
• Lets callers know the
line is still active
Yes Yes
Silent Monitoring Allows a supervisor to
listen to calls answered
by an ACD agent or
agent group. The agent
and caller do not hear the
supervisor. However, the
agent’s telephone
display may indicate that
a call is being monitored.
At any time during the
silent monitor, the
supervisor can
conference into the
monitored conversation
and take over the call or
assist the agent if
required.
• Allows supervisors to
assess agent
performance and
provide real-time
coaching or training
Yes Yes
Table 5 Core ACD Features and Benefits (continued)
Feature Description Benefit
SX-200/
SX-200 ICP
3300 ICP
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