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Automatic Call Distribution (ACD)
Aspire Software Manual Features ◆ 115
For each ACD Group, you can set the following conditions:
- The number of trunks that can wait in queue before the Queue Status Display occurs.
- How often the time in queue portion of the display reoccurs.
- If the supervisor should hear a Queue Alarm whenever the time in queue portion reoccurs.
This alarm is a single beep tone that reminds the supervisor to check the condition of the
queue.
● ACD Overflow (With Announcements)
ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in
when all agents are unavailable can hear an initial announcement (called the 1st Announce-
ment). This announcement can be a general greeting like, “Thank you for calling. All of our
agents are currently busy helping other customers. Please stay on the line and we will help
you shortly.” If the caller continues to wait, you can have them hear another announcement
(called the 2nd Announcement) such as, “Your business is important to us. Your call will be
automatically answered by the first available agent. Please stay on the line.” If all the ACD
Group’s agents still are unavailable, the call can automatically overflow to another ACD
Group or the Voice Mail Automated Attendant. If all agents in the overflow ACD Group are
busy, Lookback Routing automatically ensures that the waiting call will ring into the first
agent in either group that becomes free.
You can assign an ACD Group with any combination of 1st Announcement, 2nd Announce-
ment and overflow method. You can have, for example, a Technical Service group that plays
only the 2nd Announcement to callers and then immediately overflows to Voice Mail. At the
same time, you can have a Customer Service group that plays both announcements and does
not overflow.
● Agent Log In and Log Out Services
An ACD Agent can log in and log out of their ACD Group. While logged in, the agent is avail-
able to receive ACD Group calls. When logged out, the agent is excluded from the group’s
calls. The programmable keys and alphanumeric display on an agent’s phone show at a glance
when they are logged in or logged out.
● Agent Identity Code (AIC)
An Agent Identity Code (AIC) allows ACD agents to log in any extension without setting Program
41-02 (AIC Log In). Using AIC, ACD agents can also log in to multiple ACD groups at the same
time (up to 64 ACD Groups). The system will also allow all extensions (up to the system maxi-
mum) to log in using the same AIC code. AIC and ACD groups for each work period (mode pat-
tern number) can be set in Program 41-18 as shown in the following example.
With this example, ACD will work as follows:
Example 1: Lo
g In with AIC 789
Table
#
AIC
Operation
Group
Mode Pattern Number
12345678
1 789 1 11------
2 789 1 21------
3 789 1 161------
4 567 10 10 10 10 10 10 10 10 10
5 678 2 22222222
6 678 2 33333333
7 678 2 55555555