Telrad Digital Automatic Call Distribution Supervisor User Guide

							Automatic Call Distribution (ACD)
SUPERVISOR 
USER GUIDE
76-110-0440/G Issue 1 
						

							76-110-0440/G, Issue 1
Printed in Israel 
						

							76-110-0440/G, Issue 1
Automatic Call Distribution 
(ACD)
SUPERVISOR USER GUIDE
Telrad Telecommunications Inc.
Woodbury, N.Y. 
						

							NOTICE
This publication refers to Telrad’s 
Automatic
Call Distribution (ACD) package running on
Telrad’s DIGITAL KEY BX, DIGITAL 400, and
DIGITAL 1000 systems, Releases SB7, DB7,
and LB7, respectively, as of August, 1999.
This publication describes the operation of the
ACD supervisor’s position, using any Telrad
Avanti 3025 telephone.
Telrad reserves the right to modify the equip-
ment and the software described herein without
prior notice. However, changes made to the
equipment or to the software described herein
do not necessarily render this publication
invalid.
© 1999 Telrad Telecommunications, Inc.
Woodbury, New York 
						

							 
ACD Superviser User Guide 1
INTRODUCTION
GENERAL
This guide provides instructions for the Automatic Call 
Distribution (ACD) supervisor.
It includes details of:
•  Supervising agents;
•  Viewing agent statistics;
•  Viewing queue statistics.
The instructions refer to ACD supervisors in DIGITAL KEY 
BX, DIGITAL 400, and DIGITAL 1000 systems.
A detailed description of the Telrad ACD system is 
provided in the ACD System manual and in the DIGITAL 
System Description manual.
The supervisor must use an Avanti 3025 set . It is assumed 
that the supervisor using this guide is familiar with regular 
operation of the telephone. For detailed operating 
instructions, refer to the Avanti 3025 User Guide.
It is also assumed that the supervisor is familiar with the 
work and documentation of the ACD agents. For more 
details, refer to the ACD Agent User Guide.
CONVENTIONS
The conventions adopted in this guide are described below.
Typographical conventions
In this guide:
•  Fixed buttons are shown like this: 
[HELP ANSWER].
•  Softkeys are shown by an icon like this: 


or button like this: 
{}.
•  Press the softkeys to move from screen to screen as 
indicated in Figures 4 through 10, below. 
						

							2   ACD Superviser User Guide
• 

  scrolls to the next screen.
• 
  moves to the previous screen.
Time conventions
In the display of the supervisors telephone:
: separates hours from minutes;
 indicates minutes;
 indicates seconds.
Thus 3:4526 means three hours, 45 minutes, 26 seconds.
CURSOR MOVEMENT AND ENTER BUTTONS
Your Avanti 3025 telephone set has sixteen softkeys, a 
four-direction cursor movement key, an ENTER button for 
selecting the current cursor position (see Figure 1). You 
may move among the softkey options using the four-direc-
tion cursor movement key. Then press the ENTER button 
to select the highlighted option. Softkey functions may also 
be selected by pressing the softkey adjacent to the option.
PURPOSE OF ACD
The purpose of the ACD system is to optimize the 
distribution of incoming calls so that callers receive prompt 
service, and so that the burden of answering calls is 
distributed evenly among the ACD agents.
TASKS OF THE SUPERVISOR
The supervisor has two main tasks: 
• Dealing with agents;
•  Viewing the statistical data relating to queues and 
agents.
Dealing with agents involves:
•  Monitoring and advising agents;
•  Responding to agents requests for help. 
						

							ACD Superviser User Guide 3
Viewing the statistical data involves:
•  Viewing the current status of the ACD queues, ACD 
groups and agents;
•  Viewing the accumulated data concerning the 
performance of the ACD queues, ACD groups, and 
agents.
The supervisor can have several buttons programmed on 
the telephone that are used for accessing various features. 
The buttons are defined in system programming. A 
recommended programming button layout is illustrated in 
Figure 1.
Figure 1  ACD supervisor telephone recommended button layout
CFNACFBYTIMEQUEUESV/RPT
QUE 1QUE 2QUE 3QUE 4CALL
LOG
STATUSDISPLAY
MODE
HELPHEADSET
ANSWERRECORDENTER
<
< 
						

							4   ACD Superviser User Guide
Table 1 lists and briefly explains the function of the 
programmable buttons.
Table 1  Supervisor programmable buttons
*For DIGITAL KEY BX: QUE 1-16;
 For DIGITAL 400 and DIGITAL 1000: QUE 1-24.
Table 2  Queue button LED indications
The supervisor can program Memory buttons with the 
extension DN of each agent telephone, to give a BLF 
(Busy Lamp Field) LED indication of the agents telephone 
status (see Table 3). The supervisor can then dial the 
agents directly, even when not in ACD supervisor Display 
mode, by just pressing the programmed Memory buttons.
DISPLAY MODE
Toggles between supervisor mode and regular 
telephone display mode.
HELP ANSWER
Responds to a help request from an agent.
QUE # *
Answers a call from the queue. 
Also, the LED color and flash rate of the QUE 
buttons indicate which threshold the queue has 
reached (see Table 2).
CALL RECORD
Records the current conversation in the 
supervisor telephones Telrad IMAGEN mailbox 
(if installed).
HEADSET
Used for operating the headset.
Threshold level LED color LED flash rate
Before first threshold Green Slow
Between first and second thresholds Red Slow
Past second threshold Red Fast
All agents logged out or forced busy Red Steady 
						

							ACD Superviser User Guide 5
 
Table 3   BLF (Busy Lamp Field) LED indications
LOGGING IN TO ACD
The supervisor follows the same procedure as the ACD 
agent when logging in and out of the ACD.
To log in
1.  Dial the log in code.
2.  Dial your supervisor ID.
To log out 
•  Dial the log out code.
USING THE ACD SUPERVISOR POSITION 
AS A REGULAR TELEPHONE
In addition to serving as a supervisor position, the 
supervisors telephone can also operate as a regular 
telephone extension.
Pressing the 
[ACD DM] button toggles between the regular 
and ACD supervisor Display mode.
On logging in to ACD, the supervisors telephone 
automatically enters the supervisor Display mode.
To return to regular telephone Display mode
• Press
 [ACD DM].
To enter supervisor Display Mode 
(from regular operation)
• Press 
[ACD DM].
Flash rate Explanation
Off Idle
Red steady on Busy (not ringing)
Red slow flash Ringing
Red fast flash Do Not Disturb 
						

							6   ACD Superviser User Guide
When the supervisor exits ACD mode, the system 
remembers which screen the supervisor was working in. 
Pressing
 [ACD DM] returns you to the screen that was 
displayed when you exited the ACD mode.
SUPERVISOR SCREENS
The data viewed by the supervisor is displayed as a series 
of screens on the display of the Avanti 3025 telephone set.
The remainder of this guide describes the contents and 
purpose of the supervisor screens. It is divided into three 
sections:
•  The SUPERVISOR MAIN Screens;
•  Viewing agent statistics and monitoring agents;
•  Viewing queue statistics.
Figures 2 and 3 show the architecture of the ACD screens.
In Figure 2, the supervisor is allocated just one ACD group.
In Figure 3, the supervisor is allocated more than one ACD 
group.
Figure 2  Supervisor screens architecture 
 (for supervisor with one ACD group)