Specifications

This call type represents the normal procedure for call distribution in which an incoming call is assigned to an agent, the agent and caller
converse, and the call ends when both caller and agent hang up. Notice that in the example call records above, the second to last call record
has no on-hold time listed. This indicates that the agent picked up the call before the ACD-10 answered (before the ring delay had been
met) so that no hold time was accumulated.
a. Completed Call
An abandoned call record is generated when a caller on hold in the ACD-10 system hangs up before an agent can get to the call. This sta-
tistic is particularly useful in determining staffing needs; a relatively large number of abandoned calls would indicate that there are not enough
agents to handle incoming calls in a timely fashion.
b. Abandoned Call
This call type is produced when a call is transferred from one agent to another. The time that the caller has been on hold and the time the
first agent spent on the call are logged in this call record. Note that it is possible to determine which agent the call was transferred to by
looking for the next appearance of the same line number in subsequent call records. One or more lines down in the call records the line
number appears again, with the ON HOLD column blank, the new agent number indicated and the call type logged as COMPL. In this way
it is possible to trace a transferred call from start to finish.
c. Transferred Call
With this call type the ACD-10 logs the time and line number of outbound calls made by agents.
d. Outbound Call
1. Call Type Codes
E. RS-232 Call Statistics Output
Code
COMPL
ABAND
TRANS
OUT
DATE
09/07/01
09/07/01
09/07/01
09/07/01
09/07/01
TIME
10:22:16 AM
10:23:58 AM
10:24:45 AM
10:26:05 AM
10:27:01 AM
LINE
01
01
01
01
02
ON-HOLD
00:00:07
00:00:22
00:00:11
AGENT
10
10
11
11
AGT TIME
00:00:14
00:00:09
00:01:17
00:00:41
CODE
COMPL
ABAND
TRANS
COMPL
OUT
The ACD-10 can output call statistics to a PC or serial printer through its RS-232 serial port. The ACD-10 logs the date of call, time
of call, line number of call, time the caller was on hold, agent that handled call, and type of call (see Call Type Codes below). The
ACD-10 features an internal clock/calendar that is used to date stamp each call record. After initial power-up, this internal clock must
be set (see Programming section K to set time and date).
Description
Completed Call
Abandoned Call
Transferred Call
Outbound Call
Simulated Call Statistics Output
Call Type Codes
6.
6. Intercom - To talk to another agent:
Step 3
Converse, then hang up
Step 1
Go off-hook
Step 2
Enter agents station number (10-15)
7. Blind Transfer - To transfer a call to another agent: Note: If the station is busy, you may camp-on the call by hanging up.
Step 4
Hang up
Step 1
Flash
Step 2
Enter agents station number (10-15)
Step 3
Wait for ringback tones
8. Supervised Transfer - To transfer a call to another agent:
Step 4
Hang up
Step 1
Flash
Step 2
Enter agents station number (10-15)
Step 3
Wait for answer, converse
Note: If the station dialed is busy, you may camp-on the call by hanging up. If after conversing with the agent, it is decided that the transfer is
no longer required, simply ask the agent to hang up, and the call will be instantly reconnected.
9. Conference - To conference another agent into an established call:
Step 4
Flash again
Step 1
Flash
Step 2
Enter agents station number (10-15)
Step 3
Wait for answer, converse
12. Transfer Out of System - To produce a flash on the outside line, allowing agents to use Centrex or PABX 3-way calling or
transfer features external to the ACD-10:
Step 4
Use external features
Step 1
Flash
Step 2
Wait for dialtone
Step 3
Enter ✱
10. Outside Line - To gain access to an outside line:
Step 3
Dial desired number
Step 1
Go off-hook
Step 2
Enter “9” and wait for dial tone
11. Direct Trunk Access - To directly access a specific trunk:
Step 3
Enter line number (01-10)
Step 1
Go off-hook
Step 2
Enter “8”
13. Camp-On - During a transfer if the station dialed is busy, you may camp-on the call by hanging up. If the station already has
two camped on calls or has been made unavailable, the call will immediately ring back.