User`s guide

2(6)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 C
104/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD - INTRODUCTION
Definition
The ACD (Automatic Call Distribution) system of the
ASB 15002 automatically distributes calls to
supervised groups of agents answering incoming calls
on assigned ACD-numbers. Incoming calls are
handled efficiently on a First-In-First-Out basis (FIFO),
and if applicable, according to which agent has been
free the longest. Each agent has a dedicated position
equipped with a system telephone.
Agents’ supervisor has a dedicated position that
includes a system telephone that enables access and
supervision of agents within each individual
supervisor’s area of responsibility. The supervisor
position can also supervise ACD traffic on the
telephone display or on an advanced level through PC
based ACD Management System (ACD-MS).
ACD (Automatic Call Distribution) is a function for a fair
distribution of incoming traffic to a number of
answering positions.
Each answering position is served by an (active-
marked) agent.
Glossary
See page 4.
Use
ACD facility is ideal for companies needing to direct
large numbers of incoming calls to specific depart-
ments. The facility is fully integrated, which means that
ACD staff easily can be relocated as well as be reas-
signed. Integration also means that all PBX facilities
are available to the ACD agents as well as to the rest
of the company staff.
The ACD-function is particularly valuable for applica-
tions with a large number of incoming calls and where
the queue order is important.
Typical examples of branches are:
• Travel agencies
• Booking centres
• Information centres
• Mail order companies
• Taxi
• Telemarketing
• Customer services
• Field support
Connection of equipment for ACD traffic
monitoring and processing of statistics
A PC can be connected to ASB 150 02 for monitoring
ACD traffic, agent status and processing statistics.
Two different software packages are available:
• Call Centre Supervisor (CCS) Standard Edition
• Call Centre Supervisor (CCS) Basic Edition
Although the programs offer different performance
levels the same hardware interface, a
V.24 port (RS232C) on the AUX board, in the PBX is
used.
To facilitate connection of this external unit it is neces-
sary to program the system and install certain hard-
ware for connection.
The PC-equipment must be also specified in details for
both packages in order to guarantee function.
For detailed information about this programming,
see document START OF OPERATION
(2/1537-ASB 150 02 Uen).
Capacity
The ACD-function can be divided into as many as
eight call queues with different access (call) numbers.
As many as 40 agents can serve the programmed
queues.
Each agent group can contain an optional number of
agents.
Agents can answer all queues if programmed in this
way.
The individual queues can, for each agent, be as-
signed an individual priority. An agent who is designat-
ed to give a certain queue priority can, if there are tem-