ACD: Automatic Call Distribution
Agent Functions
ACD Queue
Each agent has a queue key for answering calls in the ACD Queue. The colour of the LED and the flash rate give a visible indication of how long the caller has been waiting.
Wrap Up
After an ACD call there may be paperwork or computer input to be completed before an agent can receive another call. This "Wrap Up" time activation could be automatic or voluntary.
Not Available
If an agent takes a break, they must press a button to identify themselves as Not Available, to temporarily suspend the flow of ACD calls to their keyphone, whilst still indicating Log In status.
Forced Busy
If an agent does not answer a call within a pre-determined time, they will be put into Forced Busy (no more ACD calls will be presented to them) until they press a button on their keyphone. This ensures that subsequent callers do not waste time ringing on an unattended phone.
Help Request
An agent can call for assistance from the supervisor using Help Request. If the agent is in a current ACD conversation, the supervisor will be connected in Monitor Mode - and can elect to Advise or Conference as they see fit.
Call Record
In conjunction with the Telrad emaGEN system, a conversation may be recorded into the agent's voicemail at the touch of a button. This can be very useful for order confirmations, technical information, training, etc. Recordings can be easily copied or transferred into other voice mailboxes.
Freeflow/Force Feeding Headsets
The use of headsets is strongly recommended for ACD agents. The Telrad Connegy ACD system can be set Free-Flow - that is the automatic placing of an ACD call without agent intervention. Both caller and agent hear a bleep, and the call is connected. Free-Flow can be enabled or disabled in the system programming.