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Automatic Call Distribution (ACD)
Aspire Software Manual Features ◆ 119
● Work Time
Work Time temporarily busies-out an ACD agent’s phone so they can work at their desk unin-
terrupted. This gives the agent time to fill out important logs and records as soon as they are
finished with their call. There are two types of Work Time:
- Manual Work Time
An ACD Agent can enable Manual Work Time any time they need to work at their desk
undisturbed. You might prefer this Work Time mode if an agent only occasionally has to
fill out follow-up paper work after they complete their call. When the agent is through
catching up with their work, they manually return themselves to the ACD Group.
- Automatic Work Time
The system implements Automatic Work Time for the agent as soon as they hang up their
current call. This is helpful in applications (such as Tech Service groups) where follow-up
paperwork is a requirement for every call. When the agent is done with their work, they
manually return themselves to the ACD Group.
- ACD Group Call Coverage Keys
To help cover calls during peak periods, a keyset can have Call Coverage keys for ACD
Groups by assigning the ACD master number to the Call Coverage key. When a call rings
into a covered ACD Group, it rings the appropriate ACD Group Call Coverage key, allow-
ing users to pick up incoming ACD calls. The key can ring immediately, after a delay or
just flash. The Call Coverage key also facilitates one-button Transfer for an ACD Group.
The covering extension does not have to be a member of the ACD Group.
- Hotline Key Shows Agent Status
An extension’s Hotline keys provide the “normal” Busy Lamp Field (BLF) for co-workers
and a unique BLF for ACD Agents. Similarly to the supervisor’s DSS Console BLF, the
unique BLF shows when the covered agent is in service, out of service or busy on a call.
This enhanced BLF gives a department manager, for example, ACD Group monitoring
capabilities without having to become a supervisor with a DSS Console.
Hotline gives a keyset user one-button calling and Transfer to another extension (the Hot-
line partner). Hotline helps co-workers that work closely together. The Hotline partners
can call or Transfer calls to each other just by pressing a single key. Enhanced for ACD
applications, Hotline provides a unique Busy Lamp Field for ACD agents as well as a BLF
for co-workers that are not ACD agents. The charts below show both sets of BLF
indications.
ACD Call Coverage
Key LED Pattern
Status
Off There is no incoming call to the ACD group.
Flashing Red Incoming call(s) are ringing the ACD group.
BLF For ACD Agents
When the key is . . . The ACD Agent is . . .
Off Idle and is not an ACD Agent
On Busy
Double Wink Off Making an Emergency Call
Wink Off Logged off or not installed
Double Wink On Logged on