Ericsson ACD Agent Manuel utilisateur
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ACD Agent
BusinessPhone Communication Platform
User Guide
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BusinessPhone – ACD Agent2
EN/LZTBS 160 370 R1A
© Ericsson Enterprise AB 2003
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3BusinessPhone – ACD Agent
Table of Contents
Table of Contents
page
Welcome .......................................................... 4
The ACD Function ............................................ 6
Agent Functions ............................................... 9
Glossary ......................................................... 18
Index .............................................................. 20
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Welcome
BusinessPhone – ACD Agent4
Welcome
Welcome to the User Guide for ACD Agents in the BusinessPhone
Communication Platform from Ericsson. The BusinessPhone
Communication Platform consists of BusinessPhone 50,
BusinessPhone 128i and BusinessPhone 250.
With Ericsson as a provider of your ACD system, your call centre
needs will be fulfilled, regardless of the size of your call centre. The
features described in this User Guide are related to version 5.1 or
higher of the BusinessPhone Communication Platform. Some
might not work in earlier versions of the system and/or might be
protected by a hardware dongle that has to be bought separately.
The User Guide describes the facilities of the BusinessPhone
Communication Platform and the Agent phone with a default
programming. There may be some differences in the way your
phone is programmed. Please consult your system administrator if
you need further information.
The latest version of this User Guide can also be downloaded from:
http://www.ericsson.com/enterprise/
Note: Dialog 4222 Office / Dialog 3211 & 3212, and
Dialog 4223 Professional / Dialog 3213 are system
telephones, i.e. they can only be used for an Ericsson
private branch exchange that supports these types of
telephones.
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5BusinessPhone – ACD Agent
Welcome
Copyright
All rights reserved. No parts of this publication may be reproduced,
stored in retrieval systems, or transmitted in any form or by any
means, electronic, mechanical, photocopying, recording or
otherwise, without prior written permission of the publisher except
in accordance with the following terms.
If this publication is made available on Ericsson media, Ericsson
gives its consent to downloading and printing copies of the content
provided in this file only for private use and not for redistribution. No
parts of this publication may be subject to alteration, modification
or commercial use. Ericsson will not be liable for any damages
arising from use of an illegal modified or altered publication.
Warranty
ERICSSON MAKES NO WARRANTY OF ANY KIND WITH
REGARD TO THIS MATERIAL, INCLUDING, BUT NOT LIMITED
TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND
FITNESS FOR A PARTICULAR PURPOSE. Ericsson shall not be
liable for errors contained herein nor for incidental or consequential
damages in connection with the furnishing, performance or use of
this material.
Declaration of Conformity
Hereby, Ericsson Enterprise AB, S-131 89 Stockholm, declares
that this telephone is in conformity with the essential requirements
and other relevant provisions of the R&TTE directive 1999/5/EC.
Details to be found at:
http://www.ericsson.com/sdoc
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The ACD Function
BusinessPhone – ACD Agent6
The ACD Function
Automatic Call Distribution (ACD) is a system that distributes
incoming calls evenly among the members of an answering group -
the Agents.
Incoming calls are distributed to free Agents. If several Agents are
free, the call will be presented to the Agent who has waited the
longest. If a call cannot be connected immediately to a free Agent it
will be placed in a queue. Each queue is handled according to the
First-in First-out principle. If maximum queue length is obtained,
incoming calls can be overflowed to an alternative answering
position, e.g. another call group, an extension, the operator or a
Voice Mailbox.
The system can be programmed for dynamic queue length, this
means that the maximum queue length will vary proportionally to
the number of active Agents, and thus maintains an even service
level. Priority overflow patterns (i.e. calls that cannot be answered
by Agents with the highest priority are automatically overflowed to
free Agents with lower priorities) can also be pre-programmed to
handle specific traffic conditions.
To monitor the work load and call traffic, the Supervisor is provided
with statistical call information. The Supervisor can re-organize the
ACD groups to meet varying demand or, if needed, provide Agents
with direct assistance on the phone.
During peak hours the Supervisor can also activate himself as a
normal Agent position.
Each Agent can be a member of several ACD groups. The system
can handle up to eight ACD groups (numbered 0 - 7), each with a
specific call number.
Your Agent position is equipped with a Dialog 4222 Office /
Dialog 3211 & 3212, or Dialog 4223 Professional / Dialog 3213
system telephone. These phones have special pre-programmed
keys related to the specific ACD features.
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7BusinessPhone – ACD Agent
The ACD Function
Dialog 4222 Office
Dialog 3211 Economyplus
Dialog 3212 Standard
Dialog 4223 Professional Dialog 3213 Executive
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The ACD Function
BusinessPhone – ACD Agent8
Phone keys
This table gives you an overview of the different key design of the
Ericsson Dialog 42xx and the Dialog 32xx series. In this user guide
you will only find illustrations of the Dialog 42xx keys.
If you are using a Dialog 32xx, please refer to the table below to
find out the appropriate key combination.
Key Dialog 42xx Dialog 32xx
Clear íX
Headset ÍHeadset h
Loudspeaker Âs
Mute Ém
Programmable
Function key Ôg
Volume ìV
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9BusinessPhone – ACD Agent
Agent Functions
Agent Functions
This user guide describes the standard configuration of the
telephone. Your telephone may also be programmed in a different
way, regarding to your personal needs. All procedures are written in
the way that the related keys are programmed on level 1, i.e. it is
the primary function on the related key and it is shown above the
line. Level 2 functions are shown below the line.
If a Function key is programmed on level 2:
2nd ÔPress.
ÔPress the related programmable key.
Activate the ACD function
When you have activated the ACD function, your extension is ready
to receive ACD calls. When you log on in one or more ACD groups,
you will also get the incoming calls to the related group.
Note: When your phone is not logged on in an ACD group
it works as a normal extension, and you will be reached via
your normal extension number.
Select group
You have to select in which of the ACD groups you want to take
calls. Do this when your phone is idle.
ACD 1 ÔToggle to select/deselect ACD groups.
When you have selected an ACD group, the related key lamp
shows steady light.
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Agent Functions
BusinessPhone – ACD Agent10
Log on
Ready ÔPress.
The ACD Ready lamp shows steady light and the ACD Group
lamps are extinguished. ACD calls will now be placed on your
phone.
The display will show the queue status:
Dialog 4223 Professional / Dialog 3213:
Dialog 4222 Office / Dialog 3212:
When the phone is idle, the display shows the queue situation
(number of calls that are waiting) for each group (groups 0-3, then
groups 4-7 in 5 second intervals).
Log on with PIN Code
Only in conjunction with the ACD Call Centre Supervisor (optional
PC-based system).
The PIN code is a personal identification code, which can be used
to create personal Agent statistics in the ACD CCS, for example
when several persons are using the same phone e.g. during a
change shift.
Ready ÔPress.
The ACD Ready lamp starts flashing. You are requested to enter
the PIN code.
z# Dial the PIN code (1 - 3 digits) and press.
The ACD Ready lamp shows steady light and the ACD group
lamps are extinguished. ACD calls will now be placed on your
phone.
12 May 10:35 +15° 0=00 1=00 2=00 3=00
AGENT1 201
directory redial prog
0=00 1=00 2=00 3=00
12 May 10:35 +15°
ACDAgentEn.book Page 10 Wednesday, January 15, 2003 11:29 AM
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