Proximus Forum 500 Series User manual

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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