Datasheet Aastra ACD 100
Page 1
... based on hold . VIP callers reach these numbers either by direct dial in small and medium-sized enterprises. Each ACD solution aims to connect a caller quickly with an employee / agent of the selected ACD group, are transferred to the ACD groups callers can be opened and closed time-dependent. They are only available with incoming dynamic call is not to the needs and opportunities of agents available and the waiting time...
... based on hold . VIP callers reach these numbers either by direct dial in small and medium-sized enterprises. Each ACD solution aims to connect a caller quickly with an employee / agent of the selected ACD group, are transferred to the ACD groups callers can be opened and closed time-dependent. They are only available with incoming dynamic call is not to the needs and opportunities of agents available and the waiting time...
Datasheet Aastra ACD 100
Page 2
... set wrap up time (after an ACD call processing. Free The agent is busy Connecting the caller from the queue to the agent De-escalation announcement green De-escalation announcement yellow De-escalation announcement red Caller reaches timeout in the queue (only Aastra ACD Advanced 100) Agents The numbers of the employees registered as destination. Logged Out? To greet callers individually, depending on ACD calls) or with the selected phone...
... set wrap up time (after an ACD call processing. Free The agent is busy Connecting the caller from the queue to the agent De-escalation announcement green De-escalation announcement yellow De-escalation announcement red Caller reaches timeout in the queue (only Aastra ACD Advanced 100) Agents The numbers of the employees registered as destination. Logged Out? To greet callers individually, depending on ACD calls) or with the selected phone...
Datasheet Aastra ACD 100
Page 3
... ACD group are displayed: • number of agents logged into this group, • current number of callers in the queue, • waiting time of the caller who is longest waiting in the queue Real-Time Statistics The real -time statistics illustrates information on and off the agents or he may enable the break (e.g. All devices with a modern browser can be used e.g. The color of the queue indicator changes...
... ACD group are displayed: • number of agents logged into this group, • current number of callers in the queue, • waiting time of the caller who is longest waiting in the queue Real-Time Statistics The real -time statistics illustrates information on and off the agents or he may enable the break (e.g. All devices with a modern browser can be used e.g. The color of the queue indicator changes...
Manuals Aastra ACD 100
Page 3
Contents Aastra ACD 5 ACD Terms 5 Licences 7 Features 8 Scope of Delivery 10 About this Guide 11 ACD System Configuration 12 Logging into Web Console 12 Activating licences 13 Configuring User Groups for the ACD Application 13 Authorisations for Using the ACD Application 14 Authorisations for the ACD Agents 15 Configuring ACD Groups 16 Basic Operation of "ACD Group" Configuration Dialogue 16 Configuring ACD Group Call Numbers 17 Configuring Call Distribution 19 Configuring Call Queue 21 Call-queue Size 22 Examples for the Dynamic Call-queue Size...
Contents Aastra ACD 5 ACD Terms 5 Licences 7 Features 8 Scope of Delivery 10 About this Guide 11 ACD System Configuration 12 Logging into Web Console 12 Activating licences 13 Configuring User Groups for the ACD Application 13 Authorisations for Using the ACD Application 14 Authorisations for the ACD Agents 15 Configuring ACD Groups 16 Basic Operation of "ACD Group" Configuration Dialogue 16 Configuring ACD Group Call Numbers 17 Configuring Call Distribution 19 Configuring Call Queue 21 Call-queue Size 22 Examples for the Dynamic Call-queue Size...
Manuals Aastra ACD 100
Page 4
... 37 Programming Function Keys via the Web Console 38 Home Office 39 Tele-Secretary 40 Configuring Announcements and Music on Hold 40 Recording Announcements 42 Loading Announcements 43 Assigning Announcements to ACD Groups 44 Configuring Voice Channels for Announcements 47 Configuring Music on Hold 48 Information and Tips on ACD Announcements and Music on Hold 49 KDA Manager 51 Installing and Deinstalling the KDA Manager 51 Starting...
... 37 Programming Function Keys via the Web Console 38 Home Office 39 Tele-Secretary 40 Configuring Announcements and Music on Hold 40 Recording Announcements 42 Loading Announcements 43 Assigning Announcements to ACD Groups 44 Configuring Voice Channels for Announcements 47 Configuring Music on Hold 48 Information and Tips on ACD Announcements and Music on Hold 49 KDA Manager 51 Installing and Deinstalling the KDA Manager 51 Starting...
Manuals Aastra ACD 100
Page 11
... with the German Article 66g of picked up a call is full, - the current service level (number of the TKG, the "Aastra ACD" application can be configured: 1) - Aastra ACD - when the call allocated to them can be automatically logged off . - You can define whether or not the last agent of an ACD group can also be forwarded to asses the graphic status and load...
... with the German Article 66g of picked up a call is full, - the current service level (number of the TKG, the "Aastra ACD" application can be configured: 1) - Aastra ACD - when the call allocated to them can be automatically logged off . - You can define whether or not the last agent of an ACD group can also be forwarded to asses the graphic status and load...
Manuals Aastra ACD 100
Page 19
... "Aastra ACD Advanced 100" licence. The settings described as follows are configured in the Telephony > Lists > Selective Call forwarding menu. 17 You can configure special call numbers for each ACD group for callers to reach the ACD group. Calls under this call queue positions and allocated to available agents with an "Aastra ACD Advanced 100" licence. They are placed in the Aastra ACD > Groups menu. • Phone No. ACD System Configuration Configuring ACD Group Call Numbers Each ACD group can be reached by their own call numbers and...
... "Aastra ACD Advanced 100" licence. The settings described as follows are configured in the Telephony > Lists > Selective Call forwarding menu. 17 You can configure special call numbers for each ACD group for callers to reach the ACD group. Calls under this call queue positions and allocated to available agents with an "Aastra ACD Advanced 100" licence. They are placed in the Aastra ACD > Groups menu. • Phone No. ACD System Configuration Configuring ACD Group Call Numbers Each ACD group can be reached by their own call numbers and...
Manuals Aastra ACD 100
Page 20
... opens. 2. If you have to change the settings of existing call number range: - In order to enter the call number is suppressed. - Use a wildcard character (asterisk = "*") to extend a call number to calls where the call number of call forwarding. If you have activated the E.164 conversion feature, this entry refers to comprise a range of the caller, including the reseizure code and international prefix (example: 000493061041234). ACD System Configuration 1. Phone No.: This is where you...
... opens. 2. If you have to change the settings of existing call number range: - In order to enter the call number is suppressed. - Use a wildcard character (asterisk = "*") to extend a call number to calls where the call number of call forwarding. If you have activated the E.164 conversion feature, this entry refers to comprise a range of the caller, including the reseizure code and international prefix (example: 000493061041234). ACD System Configuration 1. Phone No.: This is where you...
Manuals Aastra ACD 100
Page 22
... (default: "0 seconds"). ring-back tone: The caller hears a ringing tone (this time span, the call is allocated to him/her from the call distribution priority dependent, and/or dependent on hold option of the ACD group in the ACD group by agent (0=no timeout): This setting is only available with an "Aastra ACD Advanced 100" licence. ACD System Configuration - With the default: "0 seconds" the timeout is least busy due to ACD calls has the next caller...
... (default: "0 seconds"). ring-back tone: The caller hears a ringing tone (this time span, the call is allocated to him/her from the call distribution priority dependent, and/or dependent on hold option of the ACD group in the ACD group by agent (0=no timeout): This setting is only available with an "Aastra ACD Advanced 100" licence. ACD System Configuration - With the default: "0 seconds" the timeout is least busy due to ACD calls has the next caller...
Manuals Aastra ACD 100
Page 23
... the call queue. 21 The caller may be taken via Pickup, are busy, in the statistic. • Faster assignment to agent: This setting is listening to the Telephony > Groups > Pickup menu and the User Manager > User groups menu). This is why the default has this option deactivated and no pickup of the system terminals and, if necessary, using configured busy keys or BLF keys). Note ACD calls, that...
... the call queue. 21 The caller may be taken via Pickup, are busy, in the statistic. • Faster assignment to agent: This setting is listening to the Telephony > Groups > Pickup menu and the User Manager > User groups menu). This is why the default has this option deactivated and no pickup of the system terminals and, if necessary, using configured busy keys or BLF keys). Note ACD calls, that...
Manuals Aastra ACD 100
Page 24
... (depending on the number of agents logged in the Aastra ACD > Groups menu. • Minimum size: This value defines the minimum size of the call queue (default: "0"). Call-queue Size The size of ACD Calls starting on page 40). Information on call processing when wait times are configured in ). ACD System Configuration While waiting, the caller hears "Music on hold" which has been parked in the call queue for each ACD group. The settings described as follows...
... (depending on the number of agents logged in the Aastra ACD > Groups menu. • Minimum size: This value defines the minimum size of the call queue (default: "0"). Call-queue Size The size of ACD Calls starting on page 40). Information on call processing when wait times are configured in ). ACD System Configuration While waiting, the caller hears "Music on hold" which has been parked in the call queue for each ACD group. The settings described as follows...
Manuals Aastra ACD 100
Page 28
... "Aastra ACD Advanced 100" licence. forwarded to an answering machine. Before the timeout is reached, an announcement can be forwarded to another call number. Use the Reaction at full setting to configure this system response. • busy: A call queue is full are counted as follows are forwarded to the call queue is forwarded to the call forwarding target configured for each ACD group call queue at timeout setting to configure this system response. • busy: Any additional callers...
... "Aastra ACD Advanced 100" licence. forwarded to an answering machine. Before the timeout is reached, an announcement can be forwarded to another call number. Use the Reaction at full setting to configure this system response. • busy: A call queue is full are counted as follows are forwarded to the call queue is forwarded to the call forwarding target configured for each ACD group call queue at timeout setting to configure this system response. • busy: Any additional callers...
Manuals Aastra ACD 100
Page 29
... a busy signal. • Overflow to phone number and Phone No.: The caller is not normally intended, but an agent had been allocated to log out. Use the Reaction if group closed are configured in the statistic. The call is member of an ACD group with an "Aastra ACD Advanced 100" licence, agents must either log themselves out (refer to the chapter entitled Operation by Agents starting on page 61). The settings...
... a busy signal. • Overflow to phone number and Phone No.: The caller is not normally intended, but an agent had been allocated to log out. Use the Reaction if group closed are configured in the statistic. The call is member of an ACD group with an "Aastra ACD Advanced 100" licence, agents must either log themselves out (refer to the chapter entitled Operation by Agents starting on page 61). The settings...
Manuals Aastra ACD 100
Page 30
... Statistic Values Recorded starting on the time groups configured in the Aastra 800 / Aastra 100 / OpenCom 100 communications system. Use the Logoff all calls still in the call queue and are still parked in until • they log themselves out (on page 60). 28 Define Service Times You can define service times for so long increase wait time statistics. The group is done by configuring a time group profile based on page 74). Making Last Agent Log-off . There...
... Statistic Values Recorded starting on the time groups configured in the Aastra 800 / Aastra 100 / OpenCom 100 communications system. Use the Logoff all calls still in the call queue and are still parked in until • they log themselves out (on page 60). 28 Define Service Times You can define service times for so long increase wait time statistics. The group is done by configuring a time group profile based on page 74). Making Last Agent Log-off . There...
Manuals Aastra ACD 100
Page 36
... chapter entitled Operating the "OpenCTI 50" / "Aastra CTI 800" Application starting on the supervisor's terminal and should be used automatically. • Group: This picklist contains the ACD groups configured. ACD calls are ignored when there is automatically activated for an agent. Agents equipped with the "OpenPhone 61/63/65" type predecessor models. The number of waiting callers is not limited. If call forwarding and/or call number has...
... chapter entitled Operating the "OpenCTI 50" / "Aastra CTI 800" Application starting on the supervisor's terminal and should be used automatically. • Group: This picklist contains the ACD groups configured. ACD calls are ignored when there is automatically activated for an agent. Agents equipped with the "OpenPhone 61/63/65" type predecessor models. The number of waiting callers is not limited. If call forwarding and/or call number has...
Manuals Aastra ACD 100
Page 42
... call remains recorded. Refer to an ACD group at timeout (only available with wait music. are configured individually for , e.g. This facilitates establishing a tele-secretary. This configuration is cleared by the ACD system after too long wait time Caller in the Display: Call forwarding via field must be configured for operating an ACD system in a group of a call queue at certain business hours. Announcements and wait music are forwarded to the online help and the "Mounting and Commissioning" guide...
... call remains recorded. Refer to an ACD group at timeout (only available with wait music. are configured individually for , e.g. This facilitates establishing a tele-secretary. This configuration is cleared by the ACD system after too long wait time Caller in the Display: Call forwarding via field must be configured for operating an ACD system in a group of a call queue at certain business hours. Announcements and wait music are forwarded to the online help and the "Mounting and Commissioning" guide...
Manuals Aastra ACD 100
Page 53
... time, use the online help of the program for converting audio files (text, music, individual sounds) from the *.wav format into formats which the communications system can also record audio files in the KDA Manager and directly save them in the installation directory selected). Start the setup.exe file once again. The installation assistant starts. 2. Deinstalling the KDA Manager The old version must be deinstalled before installing a new program...
... time, use the online help of the program for converting audio files (text, music, individual sounds) from the *.wav format into formats which the communications system can also record audio files in the KDA Manager and directly save them in the installation directory selected). Start the setup.exe file once again. The installation assistant starts. 2. Deinstalling the KDA Manager The old version must be deinstalled before installing a new program...
Manuals Aastra ACD 100
Page 54
... of the communications system instead of the IP address. Quick access 1. This setting makes sense if the "Aastra ACD SV" application is available to be permanently displayed on your password. 3. using a projector (see page 54). • The Info Terminal shows current call-queue information for the agents. Keep me logged in for each ACD group separately. The "Aastra ACD SV" application is to the supervisor for this...
... of the communications system instead of the IP address. Quick access 1. This setting makes sense if the "Aastra ACD SV" application is available to be permanently displayed on your password. 3. using a projector (see page 54). • The Info Terminal shows current call-queue information for the agents. Keep me logged in for each ACD group separately. The "Aastra ACD SV" application is to the supervisor for this...
Manuals Aastra ACD 100
Page 75
... 5. Answered Calls: Total number of calls - Wait until Rel.: Average value how long callers waited before being able to be evaluated and the evaluation period. 6. Each day in agents - Select the values to an available agent. - Select the analysis interval: - Start, Period: Select the start time from : - Calls: Total number of picked up calls - Logged in Agents: Total number of calls ended by the caller before ending call...
... 5. Answered Calls: Total number of calls - Wait until Rel.: Average value how long callers waited before being able to be evaluated and the evaluation period. 6. Each day in agents - Select the values to an available agent. - Select the analysis interval: - Start, Period: Select the start time from : - Calls: Total number of picked up calls - Logged in Agents: Total number of calls ended by the caller before ending call...
Manuals Aastra ACD 100
Page 93
... Aastra ACD 100 Time for call connection if all agents busy Interval for de-escalation announcement Music on hold Call distribution Strategy Wrap-up time Standard Audio to caller after assignment to agent Pickup from agent possible Supervisor Window time for Supervisor Show group even supervisor is in other company Announcements Welcome if agent is free Welcome if agent is busy Connecting to agents from call queue Aastra ACD...
... Aastra ACD 100 Time for call connection if all agents busy Interval for de-escalation announcement Music on hold Call distribution Strategy Wrap-up time Standard Audio to caller after assignment to agent Pickup from agent possible Supervisor Window time for Supervisor Show group even supervisor is in other company Announcements Welcome if agent is free Welcome if agent is busy Connecting to agents from call queue Aastra ACD...
