Datasheet Aastra ACD 100
Page 1
...entire scope of calls to the agents is definable (allocation strategy). The next call center solutions Aastra ACD 100 as Customer service, Sales Support, Order taking, etc. For all ACD groups applies: Up to 50 agents (employees) can be assigned. They are assigned to a...This allows cost-effective realization of many opportunities to seasonal and dynamic call forwarding or by ACD groups. The goal is suitable for Aastra 100 | OpenCom 100 Aastra ACD 100 extends the Aastra 100 | OpenCom 100 platform by at least one number VIP and Super VIP can be opened and closed ...
...entire scope of calls to the agents is definable (allocation strategy). The next call center solutions Aastra ACD 100 as Customer service, Sales Support, Order taking, etc. For all ACD groups applies: Up to 50 agents (employees) can be assigned. They are assigned to a...This allows cost-effective realization of many opportunities to seasonal and dynamic call forwarding or by ACD groups. The goal is suitable for Aastra 100 | OpenCom 100 Aastra ACD 100 extends the Aastra 100 | OpenCom 100 platform by at least one number VIP and Super VIP can be opened and closed ...
Datasheet Aastra ACD 100
Page 2
... processing. Free The agent is logged in OpenCTI 50 so it is free. In the folder „Aastra ACD Agent" the ACD groups are displayed to the agent, where he is possible to use a system phone may track their status in the display of calls controls ...In addition 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 agents in callers will be delivered and falls back into the queue. Agents who do not use...
... processing. Free The agent is logged in OpenCTI 50 so it is free. In the folder „Aastra ACD Agent" the ACD groups are displayed to the agent, where he is possible to use a system phone may track their status in the display of calls controls ...In addition 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 agents in callers will be delivered and falls back into the queue. Agents who do not use...
Datasheet Aastra ACD 100
Page 3
... Term Statistics To enable a long-term monitoring and control of the ACD processes, the long-term statistics may collect summed characteristic values at periodic intervals and store them , for can be used e.g. Queue Display Aastra ACD 100 represents the current state of the time window . Thus the agents of... a group may log on an ACD group for the smooth running of incoming calls, released calls while waiting (hang up),...
... Term Statistics To enable a long-term monitoring and control of the ACD processes, the long-term statistics may collect summed characteristic values at periodic intervals and store them , for can be used e.g. Queue Display Aastra ACD 100 represents the current state of the time window . Thus the agents of... a group may log on an ACD group for the smooth running of incoming calls, released calls while waiting (hang up),...
Datasheet Aastra ACD 100
Page 4
... voicebox Long-term statistics Aastra ACD 100 1 10 1 3 50 / 30 manually manually 6 x - Order Numbers Licenses Aastra ACD 100 Aastra ACD Advanced 100 Aastra ACD Agent 100 Aastra ACD Supervisor 100 Aastra ACD Statistic 100 Long term statistic Item numbers 86H00005AAA-A 86H00005BAA-A 86H00005CAA-A 86H00005DAA-A 86H00005EAA-A 03/2014 www.aastra.com Copyright © 2014 Aastra Deutschland GmbH. Aastra ACD 100 Licenses Supervisor/Infoterminal ACD groups Numbers per ACD group Agents max. Aastra and the Aastra logo are trademarks or...
... voicebox Long-term statistics Aastra ACD 100 1 10 1 3 50 / 30 manually manually 6 x - Order Numbers Licenses Aastra ACD 100 Aastra ACD Advanced 100 Aastra ACD Agent 100 Aastra ACD Supervisor 100 Aastra ACD Statistic 100 Long term statistic Item numbers 86H00005AAA-A 86H00005BAA-A 86H00005CAA-A 86H00005DAA-A 86H00005EAA-A 03/2014 www.aastra.com Copyright © 2014 Aastra Deutschland GmbH. Aastra ACD 100 Licenses Supervisor/Infoterminal ACD groups Numbers per ACD group Agents max. Aastra and the Aastra logo are trademarks or...
Manuals Aastra ACD 100
Page 2
... and tips on the systems, a reference is made in using Aastra ACD. Aastra 800, Aastra 100 and OpenCom 100 This user guide applies to the Aastra 800, Aastra 100 and OpenCom 100 communications systems. • The Aastra 100 product family comprises the Aastra 104, Aastra 108 and Aastra 112 communications systems. • The OpenCom 100 product family comprises the OpenCom 130, OpenCom 131, OpenCom 150, OpenCom...
... and tips on the systems, a reference is made in using Aastra ACD. Aastra 800, Aastra 100 and OpenCom 100 This user guide applies to the Aastra 800, Aastra 100 and OpenCom 100 communications systems. • The Aastra 100 product family comprises the Aastra 104, Aastra 108 and Aastra 112 communications systems. • The OpenCom 100 product family comprises the OpenCom 130, OpenCom 131, OpenCom 150, OpenCom...
Manuals Aastra ACD 100
Page 7
... to as customer service or sales or in agent's status indicates that agent's current processing situation. - Aastra ACD Aastra ACD "Aastra ACD" is an application for Automatic Call Distribution. It is "busy". 5 When telephoning, the agent's status is integrated into the Aastra 800 / Aastra 100 / OpenCom 100 communications system and can be activated via licence. ACD ACD stands for automatically distributing calls.
... to as customer service or sales or in agent's status indicates that agent's current processing situation. - Aastra ACD Aastra ACD "Aastra ACD" is an application for Automatic Call Distribution. It is "busy". 5 When telephoning, the agent's status is integrated into the Aastra 800 / Aastra 100 / OpenCom 100 communications system and can be activated via licence. ACD ACD stands for automatically distributing calls.
Manuals Aastra ACD 100
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... can be purchased: Licence name Aastra ACD 100 Aastra ACD Advanced 100 Combination of an "Aastra ACD 100" licence with an "Aastra ACD Advanced 100" licence Aastra ACD Agent 101 Aastra ACD Supervisor 101 Aastra ACD Statistic 100 Properties Basic licence for a small ACD application with: • 10 ACD groups with one call number respectively • 3 Agents • 1 Supervisor/Info Terminal Licence with full range of ACD functions (excepting the long-term...
... can be purchased: Licence name Aastra ACD 100 Aastra ACD Advanced 100 Combination of an "Aastra ACD 100" licence with an "Aastra ACD Advanced 100" licence Aastra ACD Agent 101 Aastra ACD Supervisor 101 Aastra ACD Statistic 100 Properties Basic licence for a small ACD application with: • 10 ACD groups with one call number respectively • 3 Agents • 1 Supervisor/Info Terminal Licence with full range of ACD functions (excepting the long-term...
Manuals Aastra ACD 100
Page 10
... on the number of agents logged in). • Individual announcements configured for each ACD group. Some of the features referred to in the following require a licence: 1): "Aastra ACD Advanced 100" licence required 2): "Aastra ACD Statistic 100" licence required Call distribution • You can configure multiple ACD groups with their own call numbers and allocated to available agents. 1) •...
... on the number of agents logged in). • Individual announcements configured for each ACD group. Some of the features referred to in the following require a licence: 1): "Aastra ACD Advanced 100" licence required 2): "Aastra ACD Statistic 100" licence required Call distribution • You can configure multiple ACD groups with their own call numbers and allocated to available agents. 1) •...
Manuals Aastra ACD 100
Page 13
...for the agents. The online help and the guides are identical on the other "Aastra 800 / Aastra 100 / OpenCom 100" communications systems. Additional Documentation • The Aastra 800 / Aastra 100 / OpenCom 100 communications system online help offers additional context-related information on the application. •... Application for the Supervisor starting on page 52: contains information on managing and controlling the ACD groups for the supervisor of the OpenCom 100 / Aastra 100 communications system (resp. The screenshots show the application on the product CD of the application...
...for the agents. The online help and the guides are identical on the other "Aastra 800 / Aastra 100 / OpenCom 100" communications systems. Additional Documentation • The Aastra 800 / Aastra 100 / OpenCom 100 communications system online help offers additional context-related information on the application. •... Application for the Supervisor starting on page 52: contains information on managing and controlling the ACD groups for the supervisor of the OpenCom 100 / Aastra 100 communications system (resp. The screenshots show the application on the product CD of the application...
Manuals Aastra ACD 100
Page 14
... Configuration This chapter is for the system administrator of the communications system in the Configurator, Aastra ACD menu. Logging into the "Address" input field. Enter the IP address of the OpenCom 100 / Aastra 100 communications system in the ...\OLH directory (resp. The default access data for the system are connected to the web console as...
... Configuration This chapter is for the system administrator of the communications system in the Configurator, Aastra ACD menu. Logging into the "Address" input field. Enter the IP address of the OpenCom 100 / Aastra 100 communications system in the ...\OLH directory (resp. The default access data for the system are connected to the web console as...
Manuals Aastra ACD 100
Page 19
...VIP: Enter the call number for callers whose calls are only available with an "Aastra ACD Advanced 100" licence. Standard: Enter the call number for callers to available agents with an "Aastra ACD Advanced 100" licence. The two following settings are placed in the top call queue positions and... allocated to reach the ACD group. They are only available with an "Aastra ACD Advanced 100" licence. Calls under this call number are configured in the Aastra ACD > Groups menu. • Phone No. You can be identified by external...
...VIP: Enter the call number for callers whose calls are only available with an "Aastra ACD Advanced 100" licence. Standard: Enter the call number for callers to available agents with an "Aastra ACD Advanced 100" licence. The two following settings are placed in the top call queue positions and... allocated to reach the ACD group. They are only available with an "Aastra ACD Advanced 100" licence. Calls under this call number are configured in the Aastra ACD > Groups menu. • Phone No. You can be identified by external...
Manuals Aastra ACD 100
Page 24
...starting on page 26). The caller receives a busy signal. • Calls can be cleared or forwarded after a defined time span with an "Aastra ACD 100" licence. The call queue can optionally be configured individually for one hour is not considered lower than the defined minimum (refer to the chapter ..."Music on hold" which has been parked in the call queue for each ACD group. The settings described as follows are long • A call which (when the caller has to wait long) can be interrupted by the system with an "Aastra ACD Advanced 100" licence (refer to page 24 also). 22
...starting on page 26). The caller receives a busy signal. • Calls can be cleared or forwarded after a defined time span with an "Aastra ACD 100" licence. The call queue can optionally be configured individually for one hour is not considered lower than the defined minimum (refer to the chapter ..."Music on hold" which has been parked in the call queue for each ACD group. The settings described as follows are long • A call which (when the caller has to wait long) can be interrupted by the system with an "Aastra ACD Advanced 100" licence (refer to page 24 also). 22
Manuals Aastra ACD 100
Page 25
...: This value determines the maximum number of the call queue can be adapted dynamically depending on the logged in agents. Then - "Aastra ACD 100" licence: When this number is reached and there is applied within the threshold values which were defined regarding call number (refer to ... Percentage for . This is how you defined as follows: - The reference value is the respective value which are only available with an "Aastra ACD Advanced 100" licence. This is what fill level the call queue display is colour highlighted in yellow (default: "25%"). • Percentage for display red...
...: This value determines the maximum number of the call queue can be adapted dynamically depending on the logged in agents. Then - "Aastra ACD 100" licence: When this number is reached and there is applied within the threshold values which were defined regarding call number (refer to ... Percentage for . This is how you defined as follows: - The reference value is the respective value which are only available with an "Aastra ACD Advanced 100" licence. This is what fill level the call queue display is colour highlighted in yellow (default: "25%"). • Percentage for display red...
Manuals Aastra ACD 100
Page 47
...available agent. - The caller's call-queue position corresponds to a value greater than 75% of the current call -queue size with an "Aastra ACD 100" licence. - It is played before being on page 26 also). 45 The caller's call-queue position corresponds to a value greater than...greater than 25% but less than 75% of the current call -queue size with an "Aastra ACD 100" licence. - The caller's call-queue position corresponds to an available agent shortly. - ACD System Configuration • De-escalation announcement green: This announcement is played when the caller is positioned...
...available agent. - The caller's call-queue position corresponds to a value greater than 75% of the current call -queue size with an "Aastra ACD 100" licence. - It is played before being on page 26 also). 45 The caller's call-queue position corresponds to a value greater than...greater than 25% but less than 75% of the current call -queue size with an "Aastra ACD 100" licence. - The caller's call-queue position corresponds to an available agent shortly. - ACD System Configuration • De-escalation announcement green: This announcement is played when the caller is positioned...
Manuals Aastra ACD 100
Page 87
Appendix Appendix Technical Data Number of ACD groups Aastra ACD 100 10 Aastra ACD Advanced 100 10 Number of call numbers per ACD group Aastra ACD 100 1 Aastra ACD Advanced 100 3 • Standard call number • VIP call number • Super VIP call number Opening / closing ACD groups Aastra ACD 100 manual Aastra ACD Advanced 100 • manual • automatic (via time control) Number of agents Aastra ACD 100 3 Aastra ACD Advanced 100 3 Aastra ACD Agent 101 A respective additional agent...
Appendix Appendix Technical Data Number of ACD groups Aastra ACD 100 10 Aastra ACD Advanced 100 10 Number of call numbers per ACD group Aastra ACD 100 1 Aastra ACD Advanced 100 3 • Standard call number • VIP call number • Super VIP call number Opening / closing ACD groups Aastra ACD 100 manual Aastra ACD Advanced 100 • manual • automatic (via time control) Number of agents Aastra ACD 100 3 Aastra ACD Advanced 100 3 Aastra ACD Agent 101 A respective additional agent...
Manuals Aastra ACD 100
Page 88
... • can be combined with prioritising of the agents and definition of Supervisor/Info Terminals Aastra ACD 100 Aastra ACD Advanced 100 Aastra ACD Supervisor 101 Tablet support Call distribution Call-queue size Max. Appendix Number of callqueue thresholds with "Aastra ACD Advanced 100" licence can be configured statically or dynamically • OpenCom 130/131/150: 50 • OpenCom 510: 200...
... • can be combined with prioritising of the agents and definition of Supervisor/Info Terminals Aastra ACD 100 Aastra ACD Advanced 100 Aastra ACD Supervisor 101 Tablet support Call distribution Call-queue size Max. Appendix Number of callqueue thresholds with "Aastra ACD Advanced 100" licence can be configured statically or dynamically • OpenCom 130/131/150: 50 • OpenCom 510: 200...
Manuals Aastra ACD 100
Page 89
... files and maximum MoH length: • OpenCom 130/131/150: 1 x 32 seconds • OpenCom 510: 1 x 32 seconds • OpenCom X320: 5 (sum: 80 seconds) • Aastra 104/108/112: 5 (sum: 600 seconds) • Aastra 800: 5 (sum: 600 seconds) can be configured per ACD group: • 6 announcements with "Aastra ACD 100" licence • 7 announcements with "Aastra ACD Advanced 100" licence 87
... files and maximum MoH length: • OpenCom 130/131/150: 1 x 32 seconds • OpenCom 510: 1 x 32 seconds • OpenCom X320: 5 (sum: 80 seconds) • Aastra 104/108/112: 5 (sum: 600 seconds) • Aastra 800: 5 (sum: 600 seconds) can be configured per ACD group: • 6 announcements with "Aastra ACD 100" licence • 7 announcements with "Aastra ACD Advanced 100" licence 87
Manuals Aastra ACD 100
Page 92
Aastra ACD 100 Name Phone No. Appendix Licence-dependent Configuration Settings The following tables provide an overview of Groups Settings in the Configurator, Menü Aastra ACD > Groups. Standard Call queue Minimum size Maximum size Percentage for display red Reaction at full Reaction at timeout Time to timeout... open Minimum size Maximum size Percentage for dynamic adaption Percentage for display yellow Percentage for dynamic adaption Minimum alerting time Aastra ACD Advanced 100 Name Phone No. Configuration of the settings available depending on the licence purchased.
Aastra ACD 100 Name Phone No. Appendix Licence-dependent Configuration Settings The following tables provide an overview of Groups Settings in the Configurator, Menü Aastra ACD > Groups. Standard Call queue Minimum size Maximum size Percentage for display red Reaction at full Reaction at timeout Time to timeout... open Minimum size Maximum size Percentage for dynamic adaption Percentage for display yellow Percentage for dynamic adaption Minimum alerting time Aastra ACD Advanced 100 Name Phone No. Configuration of the settings available depending on the licence purchased.
Manuals Aastra ACD 100
Page 93
Appendix 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 ... 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 Advanced 100 Time for call connection if all agents busy Time to de-escalation announcement Interval for de-escalation announcement Music on hold Strategy Time for...
Appendix 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 ... 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 Advanced 100 Time for call connection if all agents busy Time to de-escalation announcement Interval for de-escalation announcement Music on hold Strategy Time for...
Manuals Aastra ACD 100
Page 94
Aastra ACD 100 Phone No. Name Group Priority Threshold 92 Appendix Aastra ACD 100 De-escalation announcement green De-escalation announcement yellow De-escalation announcement red Aastra ACD Advanced 100 De-escalation announcement green De-escalation announcement yellow De-escalation announcement red Caller in call queue at timeout Configuration of Agents Settings in the Configurator, Menü Aastra ACD > Agents. Name Group Aastra ACD Advanced 100 Phone No.
Aastra ACD 100 Phone No. Name Group Priority Threshold 92 Appendix Aastra ACD 100 De-escalation announcement green De-escalation announcement yellow De-escalation announcement red Aastra ACD Advanced 100 De-escalation announcement green De-escalation announcement yellow De-escalation announcement red Caller in call queue at timeout Configuration of Agents Settings in the Configurator, Menü Aastra ACD > Agents. Name Group Aastra ACD Advanced 100 Phone No.