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Feature Description
50003510 Revision A 133
performance needed to ensure satisfaction in the most demanding telemarketing environments.
For maximum efficiency, all ACD personnel use SUPERSET display telephones programmed
with special displays and softkeys.The SUPERSET display telephones are SUPERSET420,
SUPERSET 430, SUPERSET 4015, SUPERSET4025, and SUPERSET 4150 telephones. The
displays provide call status and progress messages; the softkeys give single-button selection
of ACD features.
ACD - Path
The heart of the ACD TELEMARKETER feature is the ACD path, an innovative call routing
design that guides incoming calls through the system. The path defines all information required
for each type of call including how the system is to handle callers placed in a queue to wait for
an agent. With 99 ACD paths in the system, customized routing is available to every conceivable
type of incoming call. This centralization of routing parameters gives users unmatched flexibility
when programming and adding new features.
Priority designations of 1 to 99 may be assigned to each path, allowing calls arriving on high
priority paths to move directly to the front of the call queues. Higher priority paths are also given
special treatment when placed in overflow queues. Lower priority calls in the same overflow
queue maintain their position in relation to each other, but the system places them behind
priority calls.
ACD - Positions
The ACD TELEMARKETER feature package structures the personnel handling ACD calls into
a hierarchy of ACD positions. The ACD package supports three types of positions: senior
supervisors, supervisors, and agents. ACD calls entering the system usually terminate on an
agent position. Agents handling similar types of calls are arranged in agent groups. Supervisors
and Senior Supervisors monitor agent and system performance, but do not handle ACD calls.
ACD - Displays
The ACD TELEMARKETER feature includes real-time displays via standard asynchronous
datasets and ASCII terminals. Thirteen displays encompass every area of ACD operation. Path,
group, and agent information is displayed in three categories: statistical analysis, current
activity, and programming information. A system activity display provides a general overview
of the status of the ACD system, including the number of agents logged in, the number of calls
in the system, and general statistics on agent performance. Up to four users can access the
password protected information simultaneously. Softkeys are provided for easy access to
specific displays or for requesting printouts.
ACD - Longest Idle Agent
If multiple agents are free when an ACD call is presented to a group, the system sends the call
to the longest idle agent. To select the longest idle agent, the system gives a number to the
first agent to finish an ACD call. The next agent to finish an ACD call is given the next higher
number, and so on. When a call arrives at the group, the system sends the call to the agent
with the lowest number.