QX50/QX200/QX2000; (SW Version 6.0.x) 61
QX50/QX200/QX2000 Manual II: Administrator’s Guide
• Interactive Voice Response system (IVR) – a custom Auto Attendant on QX IP PBX, answering the calls from remote callers/customers,
collecting information from callers in the form of DTMF digits and, based on that, making the routing decision on delivering the call to proper
Agent Group.
• Predefined ACD Agent Auto Attendant - used for agent login/logout and updating the current status of the agent from the phone.
To monitor ACD processes on the QX IP PBX, Epygi provides a Statistics, Monitoring and Reporting (SMR) application, running on MS Windows PC.
SMSR doesn’t require the 3PCC license (see
Feature Keys section) to be installed on the QX IP PBX. It displays the current status and statistics on Agent
Groups and Agents, builds the statistical reports and sends notifications and alerts to ACD supervisor/administrator. For more details and requests for this
applications, contact Epygi sales division (
www.epygi.com).
Agent
Agent is the call center user answering the customers’ calls and reachable via QX IP PBX due to ACD. To receive the calls, agent needs to be logged into
some Agent Group (AG). Agent is characterized by the agent ID, password, skills’ levels and termination phone number. Agent can be logged into several
agent groups at the same time and receive the calls distributed by those agent groups. For easy login/logout to all groups where the agent is subscribed,
agent should use the *83 feature code from the handset.
ACD allows the system administrator to define the set of skills adequate to call center profile and grade the professional capabilities of each agent
according to each defined skill. The skill grading range starts from 0 and goes up to 10; with 0 meaning the absence of that specific skill and 10 meaning
the highest level.
The termination phone number defines the phone assigned to agent. In other words, the calls on some termination number assigned to agent should be
answered by that agent. The agent may have only one termination number and changing that number will result in answering the calls to that agent in
different location.
Agents are being managed from ACD Agents Table (see
ACD Group Extension Settings).
Agent Group
Agent Group (AG) is actually a QX IP PBX extension with enhanced capabilities. The type of that extension in QX IP PBX configuration is ACD Group (see
ACD Group Extension Settings). Except for regular attributes intrinsic to extension (like extension number, SIP user name, etc.), it is characterized also by
the collection of agents included into that group, call queue and the call distribution mechanism. These agent group specific parameters of extension are
being configured from ACD Group Settings or ACD Agents Table accessible from
ACD Group Extension Settings.
Call Queue of Agent Group
Agent Group receives the calls from customers via means existing currently on QX IP PBX. For example, it may receive the direct call through ITSP on SIP
number (DID number) assigned to AG, receive a call through ACD’s IVR on AG’s extension number, external call through
Call Routing Table on QX IP PBX,
etc.
Arrived call is being added to the end of the AG queue if there are no available (online) agents to answer the call immediately. For connecting to the agents
always the call at the top of the queue is being selected. The call queue settings are configured from the ACD Group Settings (see
ACD Group Extension
Settings).
Each agent can have of the following states: online, offline, away, busy or DND (Do not Disturb) (for details see ACD Agents Table accessible from
ACD
Group Extension Settings). If the same agent is logged into different agent groups, he/she may have different states in different groups except for DND
status. If the agent has DND state in some group then his state will be the same for all other groups.
The state of the agent can be updated either by administrator from the ACD Agents Table (with the exception of “DND” and “busy” states) or by agent
from the handset (except for “busy” state). The agent, for changing the state to “online”, “offline”, “away” from the handset needs to call the predefined
Auto Attendant (see
Attendant Extension Settings) and on attendant’s prompt enter the agent ID, password and the status code. The state changes from
“online” to “busy” or vice versa automatically when the agent starts or finishes conversation.
Calculation of Composite Skill Grade
Usually, before the call arrives to the agent group, it is first answered by ACD specific IVR. The main function of IVR is follows: via short questions to calling
customer determine the set of skills required from the agent for best serving the customer. On IVR’s questions, the customer answers by phone keystrokes
(DTMF digits), each keystroke corresponding to some required skill. After finishing the quiz, IVR routs the call to AG along with information about the
required skills set.
To calculate the agent’s composite skill grade, AG sums up the grades of those skills of the agent that are included into the required skill set received from
IVR. The grades of the non required skills are not considered.
The composite skill grade of AG is the sum of composite grades of the online agents of that group.
Interactive Voice Response system
ACD IVR is a custom Auto Attendant (see
Attendant Extension Settings) configured on QX IP PBX with VoXML script and voice prompts designed for
quizzing the customers, determining the set of required skills as described above and routing the call to the agent group having the maximum current
value of the composite skill grade for required set. Since the general skill set is configured by ACD administrator and is application specific (call center
specific), the VoXML script and voice prompts of IVR should be built taking into account the skill set configured by administrator.
ACD IVR is needed mainly in case if there are Agent Groups that are configured to do skills based call distribution between agents. In such circumstances
the IVR is quizzing the calling customer to determine the set of required skills and when handing over the call to ACD module it passes the set of skills
required by calling customer. Having that set the ACD module calculated the composite skill grade of each AG in the system and sends the call to AG having
the highest value of composite skill grade. The call in AG is handled according to call distribution type configured with that AG.
To Next Page
Loading...
Need help?
General
