NEC Aspire ACD Manual
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NEC Aspire ACD Manual
Excerpts from the NEC Aspire ACD Manual Equitable Distribution of Calls Among Agents Automatic Call Distribution (ACD) uniformly distributes calls among member agents of a programmed ACD Group. When a call rings into an ACD Group, the system automatically routes the call to the agent that has been idle the longest. Automatic Call Distribution is much more sophisticated and comprehensive than Department Calling and other group services — it can accurately judge the work load at each agent and distribute calls accordingly. Automatic Call Distribution operation is further enhanced by: ACD Announcements (which play to incoming callers) ACD Call Queuing ACD Overflow Agent Log In and Log Out Services Call Monitoring Enhanced DSS Operation Flexible Time Schedules Supervisory Functions This manual is in three sections: Section 1: Setting Up Aspire ACD for the First Time This section guides you step by step in setting up a basic ACD system. You'll learn how to: - Arrange extensions into Aspire ACD Groups. - Set up Work Schedules for ACD Groups and outside calls. - Configure the ACD Groups to work with your Work Schedules. - Program trunks to directly ring into ACD Groups. - Use basic ACD features like transferring calls into a group and taking agents in and out of service. Each step includes a worksheet in which you can record your data, as well as a sample worksheet that illustrates how an option can be set up. Section 2: AdvancedNEC Aspie ACD Features Use Section 2 to set up the more advanced ACD features. The advanced ACD features in this section are in alphabetical order, like a dictionary. This section subdivides each feature definition into headings as follows: - Description tells what the feature is and describes its benefits. Along with the Description are the Conditions and the Default Setting. Conditions provides the feature's operational limits (if any). Default Setting outlines how the feature works with the default programming. When initially installed, the system uses the default setting. - Programming explains the system programming that lets you customize the feature. Some features require programming; other's don't. If you decide to customize a feature, use Section 3 to enter the change into the system - Related Features presents the feature interaction. - Operation consists of instructions on how to use each feature. Section 3:Aspire Programming This section lists each ACD program in numerical order. The information on each program is subdivided into the following headings: - Description tells what options the program defines. Along with the Description are the Conditions and Default Setting. Conditions describes any limits or special considerations that may apply to the program. Default Setting lists the default (factory-installed) program data. When you first install the system, it uses the Default Setting for all programs. The reverse type (white on black) just beneath the Description heading is the program's access level. You can only use the program if your access level meets or exceeds the level the program requires. Refer to How to Enter the Programming Mode (page 95) for a list of the system's access levels and passwords. |
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