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Automatic Call Distribution (ACD)
118 ◆ Features Aspire Software Manual
● Rest Mode
Rest Mode temporarily logs-out an ACD agent’s phone. There are two types of Rest Mode:-
- Manual Rest Mode
An ACD Agent can enable Manual Rest Mode anytime they want to temporarily log out of
the ACD Group. They might want to do this if they go to a meeting or get called away
from their work area. While logged out, calls to the ACD Group will not ring the agent’s
phone.
- Automatic Rest Mode
When an ACD Group has Automatic Rest Mode, the system will automatically put an
agent’s phone in Rest Mode if it is not answered. This ensures callers won’t have to wait
while ACD rings an extension that won’t be answered. For keysets, the system enables
Automatic Rest Mode for all phones with Rest Mode keys. For SLTs, you must set an
option in programming to enable Automatic Rest Mode. If an agent’s phone is placed into
Rest Mode because a call is not answered, the agent will need to manually cancel Rest
Mode in order to log back into the ACD group.
With a Rest Mode key programmed on an ACD agent’s phone, when the agent is in rest mode,
the key will be lit. If the Rest Mode key is pressed while an agent is on a call, the key will flash
to indicate a pre-Rest Mode status. When the current call is finished, the agent’s phone will be
in rest mode. The agent can place intercom calls or receive direct incoming calls while in Rest
Mode. The ability to receive incoming intercom calls is defined in system programming for
each ACD group. Note that an ACD System Supervisor cannot be placed in Rest Mode.
● Supervisor, ACD Group
You can designate an extension in an ACD Group to be the group’s supervisor. Once assigned
as an ACD Group Supervisor, the user can:
- Take the entire ACD Group out of service.
- Check the log out status of each agent after the group taken down.
- Restore the ACD Group to service.
During programming, you can choose one of three modes of operation for each ACD Group
supervisor:
- Supervisor’s extension cannot receive calls to the ACD Group.
- Supervisor’s extension can only receive ACD Group calls during overflow conditions.
- Supervisor’s extension receives calls just like any other ACD Group agent (mode 2).
An ACD Group can have only one supervisor. In addition, an extension can be a supervisor
for only one ACD Group.
● Supervisor, ACD System
You can designate an extension as an ACD System Supervisor. Once assigned as an ACD
System Supervisor, the user can:
- Take the all the system’s ACD Groups out of service simultaneously
- Check the log out status of each agent after the groups are taken down.
- Restore all the ACD Groups to service simultaneously.
The system can have only one ACD System Supervisor.