User`s guide

17(30)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 F
106/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD-CLERICAL TIME
Definition
Clerical time is the state in which the agent terminates
an ACD call until the next call can be presented to the
agent. During this time the agent is blocked for new
ACD calls. The agent may use this period
for other purposes (e.g. making notes). Different
sequences can be used to leave the clerical state.
Clerical time can be fixed or flexible.
The clerical time can be displayed instead of the
queue information on the telephone and can also be
handled from CTI- or PES applications.
Use
Fixed clerical time without clerical key
It is possible to program for each ACD-group (for its
agents) a fixed clerical time. This will be the same for
all agents of this ACD-group and is the interval
between completing a call and being ready to receive
new ACD-calls again.
Fixed clerical time with clerical key
It is possible to program for each ACD-group (for its
agents) a certain clerical time. This clerical time will be
the same for all agents of this ACD-group. Moreover
there can be assigned a clerical key for each
ACD-Agent telephone. With this special programming
it is possible to leave the clerical state already by
pressing the clerical key before the clerical time
elapses.
Flexible clerical time with clerical key
Each agent can be assigned a clerical key that is to be
pressed when the agent is ready to accept a new call
and wants to interrupt his clerical status.
This function can be quite useful if a common time is
too short for certain agents.
Agents to whom no individual key is assigned are
subject to the fixed clerical time.
Display clerical time
This function makes it possible to display the clerical
time on agent telephones. During the clerical state the
clerical time is displayed instead of the queue
information.The clerical time can be shown in two
ways:
a) remaining clerical time
The displayed time will start with programmed
clerical time and will be count down.
b) elapsing clerical time
If no fixed clerical time is used, the displayed
time will start with 5 seconds and will be count
up.
The ‘clerical time display-picture’ is replaced with the
queue information if the clerical state is left.
Operation
Termination of an ACD-call:
Fixed clerical time without clerical key
• Replacing the handset or pressing Clear
• The agent is now unavailable and not able to
take new ACD-calls. After the programmed fixed
clerical time the system automatically makes the
Agent available for further ACD-calls.
The remaining clerical time can be shown on the
display (if programmed).
Fixed clerical time with clerical key
• Replacing the handset or pressing Clear
• The lamp associated with the clerical key is on
and glows steadily.
The remaining clerical time can be shown on the
display (if programmed).
• There are now two ways to go active for new
ACD-calls. The Agent can wait until the fixed
clerical time has elapsed and the system makes
the agent automatically available for new ACD
calls or the ongoing clerical time can be
terminated by pressing the clerical key