Proximus Forum 500 Series User manual

Type
User manual

This manual is also suitable for

Forum 500
Forum™ 5000
Automatic Call Distribution
Forum ACD
Commissioning Manual
User Guide
Welcome to Proximus
Thank you for choosing a Proximus product that stands for the best in quality
matched with high design standards.
Forum ACD
The following operating instructions will assist you in using the “Forum ACD”
application and answer most of the questions that may arise. If you need any
extra information or support, the first people to ask are your system
administrator or retailer.
Internet:
www.proximus.be/pabx
Forum™ 5000 und Forum™ 500
This guide applies to the Forum™ 5000 and Forum™ 500 product families.
The Forum™ 500 product family comprises the Forum™ 523/524,
Forum™ 525/526 and Forum™ 550/560 communications systems.
The Forum™ 5000 product family comprises the Forum™ 5500,
Forum™ 5004, Forum™ 5008 and Forum™ 5012 communications
systems.
If individual features differ on the systems, a reference is made in this guide.
We hope you enjoy using the “Forum ACD” application.
1
Contents
Forum ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
ACD Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Licences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Scope of Delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
ACD System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Logging into Web Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Configuring User Groups for the ACD Application . . . . . . . . . . . . . . . 14
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 selective call forwarding for VIP and Super VIP callers. . 18
Setting up Call Filters for ACD Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Configuring Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Configuring Call Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Call-queue Size. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Examples for the Dynamic Call-queue Size . . . . . . . . . . . . . . . . . . . . . . . . 26
Alerting Times before Call Pickup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
First Call in Queue Signalling for the Agent . . . . . . . . . . . . . . . . . . . . . . . . 27
Call Queue Status Signalling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Call Forwarding of ACD Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Upon Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
When Call Queue Full. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Regarding Calls Incoming outside Service Times. . . . . . . . . . . . . . . . . . . . 30
Configuring Agent Log-out. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Logging out if the Agent Does Not Pick up an Allocated Call . . . . . . . . 30
Logging out when the ACD Group is Closed . . . . . . . . . . . . . . . . . . . . . . . . 31
Making Last Agent Log-off Possible . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Define Service Times. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Configuring Supervisor Terminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
2
Configure Statistic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
Call List Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Multi-company Variant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38
Configuring Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Information on Agent Terminals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Information on Potential Error Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
Configuring Agent Terminals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Programming Function Keys on System Terminal . . . . . . . . . . . . . . . . . . 44
Programming Function Keys via the Web Console. . . . . . . . . . . . . . . . . . .45
Tele-Secretary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
Configuring Announcements and Music on Hold . . . . . . . . . . . . . . . . 46
File Formats for Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Recording Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
Loading Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Assigning Announcements to ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . 51
Configuring Voice Channels for Announcements . . . . . . . . . . . . . . . . . . . .54
Configuring Music on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55
File Formats for Music on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
Information and Tips on ACD Announcements and Music on Hold. . . . 57
KDA Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Installing and Deinstalling the KDA Manager . . . . . . . . . . . . . . . . . . . . . . .58
Starting the KDA Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58
Application for the Supervisor . . . . . . . . . . . . . . . . . . . . . . . 59
Starting Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Supervisor Terminal Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Info Terminal Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Display of ACD Group Agents and of Agent Status. . . . . . . . . . . . . . . . . .62
Call Queue Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Service Level Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Application Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Operating Supervisor Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Showing/Hiding ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
Opening and Closing ACD Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
Configuring Agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Configuring Supervisor Terminal Display . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Configuring Info Terminal Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69
3
Logging out of Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Closing Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Statistic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71
Supervisor Terminal Statistic Display . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Real-time Statistic for ACD Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71
Real-time Statistic (Bar Graph) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Other Statistic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Real-time Statistic for ACD Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Long-time Statistic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76
Saving or Deleting Long-time Statistic File . . . . . . . . . . . . . . . . . . . . . . . . . 77
Saving Long-time Statistic Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Operating Long-time Statistic Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Content of the Statistics Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Content of the Long-time Statistic File for ACD Groups
(Group Statistic) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Content of the Long-time Statistic File for ACD Agents
(Agents Statistic) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Content of the Call List File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Information on the Statistic Values Recorded . . . . . . . . . . . . . . . . . . 88
Operation by Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Terminal Operation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
ACD Function Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Separate Function Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
“ACD” Menu Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Code Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Operating the “Forum CTI” Application. . . . . . . . . . . . . . . . . . . . . . . . .97
Starting Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Screen Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
ACD Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Log On to / Log Off from One or All ACD Groups. . . . . . . . . . . . . . . . . . . 99
Switching Pause On / Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
Terminating Wrap-up Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
Editing Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
4
Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Environmental Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Technical Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Licence-dependent Configuration Settings. . . . . . . . . . . . . . . . . . . . 108
Configuration of Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Configuration of Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Terminals Supported by the ACD Application . . . . . . . . . . . . . . . . . . . . . 112
Overview of the Features at the Terminals . . . . . . . . . . . . . . . . . . . . . . . . 113
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115
Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121
ACD Terms
Forum ACD 5
Forum ACD
“Forum ACD” is an application for automatically distributing calls. It is
integrated into the Forum 500 / Forum 5000 communications system and
can be activated via licence.
Use this application to ensure the employees of your company can be reached
optimally. Providing group services with call distribution, call queues,
individual announcements and service times enables your customers to
benefit from short wait times and qualified contact personnel.
ACD systems can be used anywhere a high volume of calls is to be expected,
e.g. in individual departments such as customer service or sales or in call
centres and Customer Interaction Centres (CIC).
ACD Terms
The following explanation of terms makes it easier to understand the
functions described in this guide for the “Forum ACD” application.
ACD
ACD stands for Automatic Call Distribution. ACD is a feature for automatically
distributing incoming calls to specific terminals according to a defined
strategy.
ACD group
Incoming calls are processed by the members of an ACD group. Each ACD
group has at least one own call number.
Agents
The employees who process calls are referred to as agents. Agents can be a
member of one or multiple ACD groups.
Agent status
Agent status indicates the availability of agents for processing calls.
Agents who are not available for processing are “logged out” from the ACD
group. All other agents are “logged in”.
A logged in agent's status indicates that agent's current processing situ-
ation.
ACD Terms
6ForumACD
– When telephoning, the agent's status is “busy”.
– After the agent finishes the call, he/she remains blocked for a certain
time (“wrap-up time”). This time can be used to wrap up the call.
– Furthermore, an agent can have a “pause” status temporarily. The agent
receives no calls during this time.
Call queue
Calls which cannot be taken when e.g. all agents are busy, are parked in a call
queue. They remain parked there until they can either be distributed or the
caller hangs up.
Call queue display
A call queue display informs the agent how many calls are currently parked in
the call queue. One way this information can be shown is on an Info Terminal
which, e.g. is displayed on the wall by a projector.
Announcements
Various announcements can be configured for the caller. These
announcements provide information on the current call status, e.g. that an
employee will take the call shortly.
Supervisor
The supervisor monitors and directs the ACD group. A supervisor can change
agent status as needed. The supervisor has a special application – the
Supervisor Terminal – for these tasks.
Real-time statistic
The supervisor receives real-time statistics to be able to monitor the ACD
group and, as needed, include agents in the group. These statistics show, e.g.
the average queue time and number of unanswered calls.
Long-time statistic
Use the long-time statistic to determine those times with particularly high call
levels (“peak traffic times”). This enables the supervisor to plan employee
(agent) deployment efficiently.
Licences
Forum ACD 7
Licences
The “Forum ACD” application requires a licence. The following licences can be
purchased:
The licences must be authorised for use on the web console of the
Forum 500 / Forum 5000 communications system. Contact your service
technician to do so.
Refer to the chapter Licence-dependent Configuration Settings starting on
page 90 for an overview of the range of functions of the
“Forum 500(0) ACD license” and “Forum 500(0) ACD license advanced”
licences.
Licence name Properties
Forum 500(0) ACD license Basic licence for a small ACD appli-
cation with:
25 ACD groups with one call
number respectively
3Agents
1 Supervisor/Info Terminal
Forum 500(0) ACD license advanced Licence with full range of ACD func-
tions (excepting the long-term
statistic):
25 ACD groups with up to 3 call
numbers respectively
3Agents
1 Supervisor/Info Terminal
Combination of a
“Forum 500(0) ACD license”
licence with a “Forum 500(0)
ACD license advanced” licence
25 ACD groups with up to 3 call
numbers respectively
6Agents
2 Supervisor/Info Terminals
Forum 500(0) ACD 1 agent license Licence for an additional agent
Forum 500(0) ACD 1 supervisor
license
Licence for an additional Supervisor/
Info Terminal
Forum 500(0) ACD external
statistics license
Licence for activating and using long-
term statistic
Features
8ForumACD
Features
The “Forum ACD” application offers a wide variety of features for configuring
an ACD solution suited to your company.
Some of the features referred to in the following require a licence:
1)
: “Forum 500(0) ACD license advanced” licence required
2)
: “Forum 500(0) ACD external statistics license” licence required
Call distribution
You can configure multiple ACD groups with their own respective call
number.
Incoming calls are automatically forwarded to logged in agents. The distri-
bution strategy for distributing calls to agents can be configured for each
ACD group.
You can include agents dynamically into the ACD by making call distri-
bution dependent on priorities and/or thresholds.
1)
Special call numbers can be configured for each ACD group for callers
whose calls are to be treated preferentially (VIP and Super VIP callers).
Alternatively, VIP and Super VIP callers can be identified by their own call
numbers and allocated to available agents.
1)
Agent wrap-up time can be defined for each ACD group. As needed, indi-
vidual wrap-up times can be configured for agents.
Agents can be logged into multiple ACD groups simultaneously.
Call distribution to agents can be weighted by defining the ranking and
thresholds of waiting callers.
1)
You can define service times during which the ACD group can be reached.
1)
Separate call queues can be set up for each ACD group. The call queue can
be set up with static or dynamic capacity. Dynamic call queue capacity can
be defined based on:
– the number of logged in agents,
– the number of paused agents
1)
Individual announcements configured for each ACD group. These
announcements are played:
Features
Forum ACD 9
– when call comes in,
– during wait time,
– before caller is connected with an agent,
– when the call is cleared by the ACD system after too long wait time.
1)
Calls can be forwarded to a defined destination:
1)
– if they have been in the call queue too long,
– if the call queue is full,
– when the calls come in outside ACD group service times.
Logging out agents can be configured:
1)
– Agents who do not pick up a call allocated to them can be logged out
automatically.
– You can define whether or not the last agent of an ACD can log him-/
herself off.
– All agents of an ACD group can be automatically logged off after the
ACD group was closed and all calls still in the call queue have been proc-
essed.
In accordance with the German Article 66g of the TKG, the “Forum ACD”
application can also be combined with “early media”.
Monitoring
The agent status and the call queue can be monitored in real time via the
Supervisor Terminal. This information is displayed for each ACD group
separately.
The supervisor needs just one look to asses the graphic status and load
display.
The supervisor does not require administrator rights.
The Info Terminal informs the agents:
– regarding the current number of callers in the call queue,
– the wait time of the caller who has been in the call queue the longest,
the current service level (number of picked up calls in relation to the total
number of calls).
This information is displayed for each ACD group separately.
Features
10 Forum ACD
Administration
Agents can be logged out of the ACD group or placed on pause by the
supervisor via the Supervisor Terminal.
The supervisor can change an individual agent's wrap-up time.
The supervisor can individually configure the display on the Supervisor
Te r m i n a l a n d o n t h e I n fo Te r m i n a l fo r e a c h AC D g ro u p .
Statistic
The statistic is integrated into the Supervisor Terminal.
The statistic is recorded for each ACD group. A separate time window can
be defined for each ACD group (e.g. 30 minutes).
In the communications systems Forum 5004/5008/5012 and
Forum 5500 the supervisor can also compare the agent's performance
with the average group performance.
1)
The supervisor can configure the statistic display.
In a long-time statistic, ACD group and agent data can be collected over a
longer period of time. Data can be analysed using Microsoft Excel
®
(or a
similar application) or a tool provided by Proximus.
2)
The communications systems Forum 5004/5008/5012 and
Forum 5500 can collect all connections of an ACD group in a call list. The
call list contains detailed information on every connection, e. g. the call
number of the caller and the agent who answered the call. These
connection data are regularly written in a CSV file. The file is sent by e-
mail.
1)
Combination with additional internal applications
The “Forum ACD” application can also be operated in a group of companies
(application “Multi-company variant”).
A sensible combination is with the “Forum Auto Attendant” application.
Callers use this application to, e.g. first select the desired department
(Sales, Accounting,…) or the desired product range (service product a,
service product b,…) and are then connected to the corresponding ACD
group. In addition, the PIN function of the “Forum Auto Attendant” appli-
cation provides secure VIP access to the ACD group.
Scope of Delivery
Forum ACD 11
Scope of Delivery
The scope of delivery includes:
the licence confirmation for the licences purchased for the “Forum ACD”
application,
the “Forum ACD” guide (PDF file on the Forum 500 / Forum 5000
product CD).
About this Guide
This guide is for the various user groups of the “Forum ACD” application:
system administrators, supervisors and agents.
Chapter ACD System Configuration starting on page 12: contains infor-
mation on commissioning and maintaining the ACD application for the
system administrator of the communications system.
Chapter Application for the Supervisor starting on page 52: contains infor-
mation on managing and controlling the ACD groups for the supervisor of
the application.
Chapter Statistic starting on page 65: contains information on the appli-
cation's statistic functions for the supervisor.
Chapter Operation by Agents starting on page 75: explains application
operation for the agents.
The screenshots show the application on the “Forum 5012” communications
system. Application configuration and operation are identical on the
Forum 523/524, Forum 525/526, Forum 550/560 and Forum 5500
communications systems.
Additional documentation
The Forum 500 / Forum 5000 communications system online help offers
additional context-related information on the application.
Refer to the “Mounting and Commissioning” guide (Forum 523/524,
Forum 525/526, Forum 550/560, Forum 5004/5008/5012) and
“Commissioning and Maintenance” guide (Forum 5500) for information on
connecting terminals.
Refer to the respective user guides for information on programming and
operating the system terminals.
About this Guide
12 Forum ACD
The online help and the guides are on the product CD of the Forum 500 /
Forum 5000 communications system.
Logging into Web Console
ACD System Configuration 13
ACD System Configuration
This chapter is for the system administrator of the Forum 500 / Forum 5000
communications system.
The following description requires that the system terminals used by the ACD
system agents are connected to the Forum 500 / Forum 5000
communications system. Refer to the “Mounting and Commissioning” guide
(Forum 523/524, Forum 525/526, Forum 550/560, Forum 5004/5008/
5012) or “Commissioning and Maintenance” guide (Forum 5500) for
information on connecting terminals. This guide is available as a PDF file on
the Forum 500 / Forum 5000 product CD.
Logging into Web Console
The ACD system is configured on the web console of the communications
system in the Configurator, Applications > Forum ACD menu. You can access
the online help to each dialogue while configuring. This is where the possible
settings for each dialogue field are described.
Log in to the web console as a user with administrator rights.
1. Open a web browser. Enter the IP address of the communications system
into the “Address” input field. The default address is:
“http://192.168.99.254/”
2. User name, Password: Enter your user name and your password. The
default access data for the system are:
User: Administrator
Password: [no existing password]
3. Confirm via Login.
4. Open the Configurator menu.
5. If necessary, load the current online help version in the System > Compo-
nents menu.
There are multiple language versions of the online help on the product CD
of the Forum 500 / Forum 5000 communications system in the …\OLH
directory.
Configuring User Groups for the ACD Application
14 ACD System Configuration
Configuring User Groups for the ACD
Application
It is advisable to configure one or more user groups for the users of the ACD
systems (supervisor and agents). Multiple user groups are, e.g. advisable if
you are using the multi-company variant.
To use the ACD application you must issue user authorisations. You issue
these authorisations in the User manager for the user groups which the ACD
application users are assigned to.
Refer to the online help for further information regarding configuring user
groups.
Authorisations for Using the ACD Application
Forum ACD SV: The user group has access to the Supervisor Terminal of
the Supervisor Application (please refer to the chapter entitled Application
for the Supervisor starting on page 52).
Forum ACD Info: The user group has access to the Info Terminal of the
Supervisor Application (please refer to the chapter entitled Application for
the Supervisor starting on page 52).
Note: It is advisable to issue both authorisations to the supervisor. This
enables him from within the supervisor application to switch to
the Info Terminal and project it on the wall for the agents.
Configuring User Groups for the ACD Application
ACD System Configuration 15
Forum ACD Agent: The user group has access to the ACD agent appli-
cation (see the chapter entitled Operation by Agents starting on page 75).
This application is part of the “Forum CTI” application. This authorisation
also enables agents not assigned a system telephone to use the ACD func-
tions (log-in/log-out, activate pause, terminate wrap-up time).
Authorisations for the ACD Agents
The following authorisations are for defining which ACD functions the agents
may use on their terminals and on the “Forum CTI” application. If you do not
issue the following authorisations, the ACD supervisor can take over the
corresponding tasks for the agents (please refer to the chapter entitled
Application for the Supervisor starting on page 52).
Agent can stop wrap-up time: After an ACD call is completed, an agent
has time for wrap-up. If you activate this option, the agent can finish the
wrap-up time earlier.
Agent can activate pause: If you activate this option, the agent can
activate a pause. Nor are calls allocated to the agent from the call queue
during the pause.
Agent can login/logout: When you activate this option, the agent can log
in and log out from the ACD groups it belongs to.
Configuring ACD Groups
16 ACD System Configuration
Configuring ACD Groups
You can configure an ACD group for various tasks (e.g. customer service,
sales). An ACD group can be reached via one or multiple call numbers. Each
ACD group has extensive configuration parameters for individually controlling
call distribution.
Basic Operation of “ACD Group” Configuration
Dialogue
1. In order to configure a new ACD group or to change a previously
configured ACD group:
–Click on the New button on the Groups status page.
– Previously configured ACD groups are displayed in a table with their
names and call number(s) on the status page. In order to change the
configuration of an existing ACD group, click on the desired group in the
Name table column.
The configuration dialogue opens.
Configuration dialogue: ACD group
2. Based on: You can import the settings of an existing ACD group into a new
one. To do this, you select the corresponding group from the list. The
settings for the new group can be edited.
3. Name: Enter the name of the ACD group (up to 20 characters long). The
group name is the classification criterion when you configure the group
agents.
Configuring ACD Groups
ACD System Configuration 17
4. Enter the configuration data for this group in the dialogue. The possible
settings are described in the following sub-chapters.
5. Confirm your settings with Apply.
Configuring ACD Group Call Numbers
Each ACD group can be reached by external sources from a separate call
number.
You can configure special call numbers for each ACD group for callers whose
calls are to be given preferential processing (VIP and Super VIP callers) with a
“Forum 500(0) ACD license advanced” licence.
a) These settings are only available with a
“Forum 500(0) ACD license advanced” licence.
The settings described as follows are configured in the Applications >
Forum ACD > Groups menu.
Phone No. Standard: Enter the call number for callers to reach the ACD
group.
The two following settings are only available with a
“Forum 500(0) ACD license advanced” licence. The two settings are for calls
who receive preferential pick-up treatment. They are placed in the top call
queue positions and allocated to available agents with higher priority.
Phone No. VIP: Enter the call number for VIP callers.
Phone No. Super VIP: Enter the call number for Super VIP callers. Calls
under this call number are allocated to available agents with the highest
priority.
Configuring ACD Groups
18 ACD System Configuration
Configuring selective call forwarding for VIP and Super
VIP callers
Alternatively, VIP and Super VIP callers can be identified by their own call
numbers and allocated to available agents.
The settings described as follows are configured in the Te le p h o ny > L is t s >
Selective call forwarding menu.
1. Click on the New button above the table on the Te l e ph o n y > L is ts >
Selective call forwarding status page to configure new call forwarding. In
order to change the settings of existing call forwarding, click on the desired
entry in the Ph.No. table column.
The configuration dialogue opens.
2. Phone No.: This is where you enter the “normal” call number of the ACD
group.
3. Status: Click on the Status option to activate/deactivate the call
forwarding. A checkmark indicates that the call forwarding is activated.
4. Source: Enter the call number of the caller. You can enter an internal call
number or a complete (individual) external call number including a
reseizure code or comprise a call number range:
Use a wildcard character (asterisk =*) to extend a call number to
comprise a range of call numbers. Example: 00301234* applies to all calls
which come in via the bundle with the “0” reseizure code and begin with
0301234. The wildcard character can be added at the beginning, at the
end, or at the beginning and at the end.
– If you only enter the seizure code of a bundle into the input field, this
entry refers to calls where the call number is suppressed.
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