User`s guide

24(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-CALL CODES
Definition
Call codes are codes dialled by the agent when
completing an ACD-call and are sent to the external
PC-based Call Centre Supervisor. The agent can also
enter more than one call code for characterizing the
call if required. These codes are checked and stored in
the CCS-system and used for further statistical
purposes.
It is also possible to define that the ACD-agent has to
enter a call code for non-ACD calls during pause state.
Use
A call code is a 1 - 5 digit arbitrary number that is en-
tered after a call has been concluded and during the
clerical time, in order to identify incoming calls. If nec-
essary and independent of whether on agent tele-
phone has a clerical key programmed or not, one or
several call codes can be entered during clerical state.
The call code can be entered via the agent telephone
or using PES applications.
To be able to use the stated call codes, a connection of
a PC-based CCS program to the PBX is required.
Statistics are obtained concerning the various types of
calls - stored as call codes - during a certain time peri-
od. For example, for a travel agency it is possible to
see how many calls resulted in purchases and how
many were merely inquiries.
Operation
In this case the system has to be programmed to
accept call codes. Additionally it is possible to program
whether multiple call codes are allowed or not.
There are three ways to terminate an ACD-call with
call codes
• Fixed (automatic) clerical time without clerical
key
• Fixed (automatic) clerical time with clerical key
• Flexible (manual) clerical time with clerical key
Termination of an ACD-call (call code required):
1. Fixed clerical time without clerical key but with call
codes
• Replacing the handset or pressing Clear
• During the programmed clerical time the agent
has to enter a valid call code.
The system asks for a call code:
EXECUTIVE telephone
STANDARD telephone
• Dial the 1 - 5 digit code on the key pad
• Press #
• If programmed, the system asks for the next call
code (if programmed):
EXECUTIVE telephone
STANDARD telephone
• Enter next call code and press #
or
press only # to complete call code procedure
• After the fixed clerical time has elapsed, the
agent will be ready to accept new ACD-calls.
10 Jul 14:40 +15˚ 0=01 1=02 2=00 3=00
ENTER CALLCODE _
0=01 1=02 2=00 3=00
ENTER CALLCODE _
10 Jul 14:40 +15˚ 0=01 1=02 2=00 3=00
NEXT CALLCODE _
0=01 1=02 2=00 3=00
NEXT CALLCODE _