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SV8100 – System InACD

SV8100 team Pre-Sales SupportBusiness Line SV8100February 2009


Agenda

InACD

• Welcome, introduction• Positioning• Platform, interfaces (features)• InMail, InACD• Telephones• Networking• Hospitality• PC Pro, Web Pro• Desktop Suite• Licensing procedure• Marketing & Sales• Demo SV8100 and Apps • Business ConneCT• IP DECT• MyCalls• R2: UM8000, WLAN, TABS7


Agenda

InACD

• InACD

• Set up ACD in 6 steps

• InACD features

• InACD boundaries

• InACD and MyCalls


InACDGeneral:• Only SV8100 CPU blade required

• InACD completely integrated• License for # concurrent agents that will logon• PCPro to configure

MIS:• All ACD activity (related to agent login code) can be

output by SV8100 via MIS output port• Use MIS application like MyCalls to monitor SV8100

ACD activity

InACD


InACDInACD:• Uniformly distributes calls among member agents of ACD group• SV8100 automatically routes call to agent that has been idle longest• Accurately judge work load at each agent and distribute calls

accordingly

InACD is further enhanced by:• ACD call queuing• ACD announcements (which play to incoming callers)• ACD overflow• Agent log in and log out services• Call monitoring• Enhanced DSS operation• Flexible time schedules• Supervisory functions

InACD


Set up ACDArrange extensions into ACD Groups:• How many groups?

Max 64 ACD groups• Extensions per group?

Max 256 members per group. In total max 256 agents• ACD Master nr

Assign number to reach the group

InACD


Set up ACD• Set up work schedules

Max 4 work schedules. One day has one work scheduleDays can share same work schedule

• Set up work periodsMax 8 work periods per work schedule

InACD


InACD

• Extension work schedule defines when agents can login and which ACD mode is active:

Set up ACD


Set up ACD• Assign extensions to ACD Groups for each Work Period

ACD numbers: internal software assignments. Use consecutive orderUse ACD assignment worksheets to enter ACD group nrs (1-64) for each extension for each available work period WP1-WP8

InACD

3 extensions for 3 work periods in ACD group 1

4 extensions for 3 work periods in ACD group 2


• Assing selected trunks to incoming Trunk Ring GroupsIncoming trunk calls can automatically route to specific ACD GroupMax 200 trunks portsMax 100 ring groupsCalls ring directly into ACD Group without being transferred by co-worker or Automated Attendant

• Example below: trunks 1 and 2 are automatically answered by ACD

InACD

Set up ACD


• Determine Trunk Work Schedules• Divide day into Work Periods to determine when trunks route to ACD

Groups• Max 4 Work Schedules• Per Work Schedule up to 8 Work Periods• Each day of the week has 1 Trunk Work schedule, but different days can

share same schedule• If you leave holes in Work Schedules, during these periods trunks do not

ring ACD Groups

InACD

Set up ACD


• Assign Incoming Trunk Ring Groups to ACD Groups for each daily Work Period

• Trunk calls directly ring first available ACD agent• ACD automatically use programmed schedules and periods• Use the ACD Incoming Trunk Ring Group Assignment Worksheet

InACD

Set up ACD


• Select Incoming Trunk Ring Group you want to program• Enter ACD group number that answer Incoming Ring Group calls• Night Announcement is selected from either ACI port or VRS• Priority Ring Groups have precedence over Normal Ring Groups• Example:

• Incoming Trunk Ring Group 2 rings into ACD Group 1 during Work Periods 1 and 3

• It rings into ACD Group 2 during Work Period 2

InACD

Set up ACD


Define each ACD group


Define each ACD

Group


• Emergency call• Headset – automatic answer• Hotline for ACD agents• Agent Identification Codes• SIE key for ACD groups• Off-Duty mode• One-digit dial out• Overflow options• Queue status display• Supervisor, ACD Group• Supervisor, ACD System• Supervisor, DSS console• Supervisor monitor / ACD monitor• Traffic reports• Wrap-up time

InACD

ACD features


• If ACD Agents need assistance with a caller, they can place an Emergency Call to their ACD Group Supervisor

• Supervisor answering Emergency Call, automatically monitor ACD Agent and caller

• If agent needs assistance, supervisor can press Emergency Call key and join in conversation

• If an ACD Supervisor is on an Emergency Call, you can allow calls to ACD Supervisor to be transferred to the System Supervisor

• System Supervisor can be programmed to have Emergency Call key and Supervisor Split key assigned

InACD

Emergency call


• ACD Agent or ACD Group Supervisor can utilize a customer-provided headset in place of the handset

• Headset conveniently frees up the user's hands for other work and provides privacy while on the call

• ACD Agent with a headset can have Automatic Answer• This allows an agent busy on a call to automatically connect to the

next waiting call when they hang up

InACD

Headset – automatic answer


• Gives user 1-button calling and transfer to another extension• For ACD applications, Hotline provides Busy Lamp Field for ACD agents

and non-agent workers• BLF indications:

InACD

Hotline for agents


InACD

Standard login:• Agent login to single ACD group for each ACD mode• Agent activity is related to login code and sent to MIS appl (MyCalls)

Example: ACD agent with extension 200 logged into:• ACD group 10 for mode 1, 2 for mode 2, 15 for mode 3

Agent Identity Code


AIC logon:• AIC allows ACD agents to

log in any extension • Allows ACD agents to log

in to multiple ACD groups at same time

InACD

Agent Identity Code


InACD

AIC login:• Agent enters AIC to log on to multiple ACD groups• Agents can move ACD groups easily without any system programming• 256 AICs

Example:• Agents dials 1x0 to login to

a range of ACD groups

• Create AIC code 100 to log into ACD groups 1, 2, 3

• Create AIC code 110 to log into ACD groups 1, 2, 3, 4, 5, 6

• Create AIC code 120 to log into 1, 2, 3, 4, 5, 6, 7, 8, 9

100

110

120

Agent Identity Code


• Any multiline terminal can have SIE keys for ACD groups

• When a call comes into a covered ACD group, SIE key will ring

immediately, ring after a delay or just flash (programmed)

• User can answer call by just lifting handset and pressing SIE

key

• SIE keys help maximize ACD service during high traffic periods

or when agents are unavailable

• Extension does not have to be member of ACD group, ACD

group supervisor or ACD system supervisor

• Extension can have SIE keys for as many ACD groups as it

has available programmable keys

• SIE key also allows for 1-button transfer to ACD Group

InACD

SIE key for groups


Manual Off-Duty Mode:• ACD Agent can enable it anytime they want to temporarily log out of

the ACD Group (meeting, lunch, etc)• While logged out, calls to ACD Group will not ring agent's phone

Automatic Off-Duty Mode:• When ACD Group has Automatic Off-Duty Mode, SV8100 will

automatically put agent's phone in Off-Duty Mode if it is not answered

• This ensures callers will not have to wait while ACD rings an extension that won't be answered

InACD

Off-duty mode


• When a caller to an ACD Group is being played a VRS Delay Announcement they can dial a 1-digit option to dial out of the Group

• Option can be pressed during Announcement only, for “x” seconds after the Announcement only

There is one 1-digit option (0-9, * & #) that can be set to transfer call to:• An extension in SV8100• Voicemail with integration (group #)• Ring Group• Speed dial bin• Another ACD Group

InACD

1-digit dial out


Many options for each ACD Group, for example:• Caller ringing in when all agents are unavailable can hear an initial

announcement, called the 1st announcement (general greeting)

• If caller continues to wait, they hear 2nd announcement

• You can assign ACD Group with any combination of 1st announcement, 2nd announcement and overflow method (next slide)

• If all ACD Group's agents still are unavailable, call can automatically overflow to another ACD Group, offsite via a speed dial bin, Ring Group, or the Voice Mail

• If all agents in the overflow ACD Group are busy, lookback routing ensures that waiting call ring into 1st agent in either group that becomes free

InACD

Overflow


Use ACD overflow options

worksheet


InACD

Queue announcements can be (dynamically) played using:

Voice Response System (dspdb)• Messages recorded (max. 100) and played back from phone• VRS also used for playing position in queue announcements• Announce position in queue (new!)• Two messages per queue

Analog Communications Interface (ACI)• Messages played from 2 ports of auxilary device PGDAD

InMail• Create mailboxes to play announcements as queue messages

Overflow


• When all agents in ACD Group are unavailable, incoming call will queue and cause Queue Status Display on ACD Group Supervisor and/or agent’s display

• Display helps Supervisor keep track of traffic load within their group• Any display multiline terminal can have Queue Status Display Check

programmable function key• User can press this key any time while idle, and using the volume up

or down, scroll through Queue Status Displays of all the ACD Groups

InACD

Queue status display


Designate extension in ACD Group to be the group's supervisor

ACD Group Supervisor can:• Take ACD Group out of service (outside callers hear ringback or ACI

recording)• Check log out status of each agent after group taken down• Restore the ACD Group to service

Optional modes of operation for each ACD Group supervisor:• Supervisor's extension cannot receive calls to ACD Group (mode 0)• Supervisor's extension can only receive ACD Group calls during

overflow conditions (mode 1)• Supervisors extension receives calls just like any other ACD Group

agent (mode 2)

InACD

Supervisor, ACD group


InACD

Usual ACD functions for agent:• Agents log in/out to ACD groups• Longest waiting call is routed to agent who has been idle the longest • Wrap up mode – Agent first completes administration• Break mode – Temporary log out, out of group• Automatic answer in headset mode – Beep + new call connected• ACD off duty mode – Can (not) answer calls

Group supervisor:• Max. 64 Group supervisors • Take ACD group out of service (and restore)• Receive ACD emergency calls from agent within the group• Log agents in and out• Receive: No ACD calls, overflow cals only or all incoming calls



InACD

Only 1 system supervisor exists:• Log agent into or out of an ACD group• Reassign agent to a different ACD group• Take all ACD groups and queues out of

service (and restore)• Receive emergency call from agent

• Supervisor can join conversation at agent’s request

• Listen in silently as required• Record agent conversation

Supervisor can use DSS to monitor status of ACD agents:

• DSS keys can be programmed for the agent’s extensions

• Flash rhythm can be programmed

• Lamp on = Agent busy

• Flash off= Agent logged off

• Double flash = Agent logged on

• Fast flash= Emergency



SV8100 supports 1 ACD System Supervisor

ACD System Supervisor can:• Take all system's ACD Groups out of service simultaneously• Outside callers will hear ringback or the ACI recording• Check the log out status of each agent after the groups are taken

down• Restore all ACD Groups to service simultaneously• Log an agent into or out of an ACD Group• Reassign an agent to a different ACD Group

InACD

Supervisor, ACD system


DSS Console of ACD Supervisor (Group or System):• Monitor status of ACD Agents within a group• Essential tool for supervisors since Agent status monitoring is not

available on programmable phone keys• Supervisor press button for an ACD Group• Console key flash rate provide info about group agents activities:

• Placing an emergency call to supervisor • Logged out of the group (out of service)• Logged into the group (in service)• Busy on a call

• Max 4 consoles per phone

InACD

Supervisor, DSS console


• ACD System or Group Supervisor with uniquely programmed ACD • Monitor key to listen in on an ACD Agent's call• ACD Agent and outside caller are unaware that their call is being

monitored• ACD Monitor helps supervisors that want to make spot checks on ACD

Agent's performance• Encourages agents to always provide the highest levels of courtesy

and performance since the supervisor can listen in unobtrusively at any time

InACD

Supervisor / ACD monitor


• SV8100 sends data to PC• SMDR info for call traffic data of each extension

• Total of outgoing call frequency, outgoing call duration, call charge, incoming call frequency, answer frequency, incoming call duration, ringing duration, and abandon call frequency for each extension is logged

• Total of incoming calls, answer frequency, call duration, and abandon call frequency of each called party number is logged and the data is outputted to the PC

• The system totals the hour, day, week, and month for each terminal and trunk number

• SV8100 outputs SMDR data to the PC for the total period• SMDR call buffer stores 500 calls (SMDR device unavailable)• When buffer is full, oldest record is deleted save new records• Traffic data is lost if a power failure occurs

InACD

Traffic reports


Manual Wrap-Up Time:• ACD Agent can enable it any time, e.g. to work undisturbed• For example for follow-up paper work after call completion• Finally Agent manually return themselves to ACD Group

Automatic Wrap-Up Time:• SV8100 activites this for agent after hanging up current call• Helpful if follow-up paperwork is a requirement for every call• Finally Agent manually return themselves to ACD Group• Optionally, Auto Wrap-up can automatically log the agent back into

their group after a programmed interval (Auto Wrap-up Time)

InACD

Wrap-up time


InACDAgents can use DT300, DT700 or analogue phones• 100 trunk groups• 8 priority levels• 1 supervisor per group (for more, use MyCalls• Queue Depth 200• 7 overflow hops • Real time MIS port

No support of:• SIP Phones, IP DECT, Mobile Extension• Desktop Application softphones• K-CCIS, IP Feature Networking• Cooporation with Desktop Suite (under test)

Few differences compared with IPC500 (e.g. announce queue position)

InACD


MyCalls Call Centre:• Provides real time status• Reports on agent functionality• Monitors agent performance

InACD + MyCalls

InACD

Agents

MyCalls Call Centre

Queues

LAN wallboards

LAN


Prophix

InACD

• IP gateway resources• System options• Embedded applications• Auxilary interfaces• External application interfaces• In-skin network components

• Installation options• System options• Networking interfaces• Trunk interfaces• Extension interfaces• System expansion

• InMail• InACD


Example: SV8100 with• InACD solution• 9 ACD agents and 1 ACD supervisor

Prophix

Qty Item Prophix 1 CPU blade CD-CP00-EU 1 Rack mount CH2U Rack mount kit 1 Chassis CHS2U-EU 10 ACD client LK-SYS-ACD-CLIENT1-LIC

Definitions:• Anyone taking ACD calls is considered an Agent even those extensions with a

Supervisor profile. This means you need to order as many "agents" as you require for agents and supervisors who answer ACD calls.

• Supervisor in Mycalls is someone who has the Supervisor application to monitor the call centre but they do not need to be an "Agent" on the SV8100 config they may be a manager who never answers a call therefore not an "agent"

InACD

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Documents

inacd inacd

acd groups max

work schedule inacd

acd mode

group inacd slide

acd groups extensions

acd group nrs

work period acd numbers