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Popular Aastra ACD 100 Manual Pages
Datasheet Aastra ACD 100 - Page 1
... dial in small and medium-sized enterprises.
Aastra ACD 100
Integrated ACD solution for divisions with incoming dynamic call volumes, such as
Customer service, Sales Support, Order taking, etc.
ments
VIP-
Callers which can be connected directly with the known hunt groups of the Aastra 100 | OpenCom 100 family Aastra ACD 100offers the possibility to place callers on hold...
Datasheet Aastra ACD 100 - Page 3
... and off the agents or he may enable the break (e.g. Queue Display
Aastra ACD 100 represents the current state of an ACD group, he is displayed in another bar chart in the queue reaches a...responsible for a predefined period of the ACD processes, the long-term statistics may always view the number of those waiting, the maximum waiting time and the service level (ratio of accepted to monitor...
Datasheet Aastra ACD 100 - Page 4
... Subject to priority and threshold IVM-license for Aastra ACD 100. Demo licenses are not available for one voicebox Long-term statistics
Aastra ACD 100
1 10 1 3 50 / 30
manually
manually
6 x
- Aastra ACD 100 Licenses
Supervisor/Infoterminal ACD groups Numbers per ACD group Agents max. number of Agents* Aastra 100 / OpenCom 100 Opening/closing of ACD groups Log out of agents
Announcements in...
Manuals Aastra ACD 100 - Page 9
... for an additional agent
Licence for an additional Supervisor/ Info Terminal
Licence for activating and using longterm statistic
Refer to the chapter Licence-dependent Configuration Settings starting on page 90 for an overview of the range of functions of the "Aastra ACD 100" and "Aastra ACD Advanced 100" licences.
7 Aastra ACD
Licences
The "Aastra ACD" application requires a licence.
Manuals Aastra ACD 100 - Page 10
... reached. 1) • The call number. • Incoming calls are automatically forwarded to in the following require a licence: 1): "Aastra ACD Advanced 100" licence required 2): "Aastra ACD Statistic 100" licence required
Call distribution • You can configure multiple ACD groups with their own call comes in, - Alternatively, VIP and Super VIP callers can be identified by making...
Manuals Aastra ACD 100 - Page 24
... call queue can be cleared or forwarded after a defined time span with an "Aastra ACD 100" licence. Information on call processing when wait times are configured in the Aastra ACD > Groups menu. • Minimum size: This value defines the minimum size of ACD Calls starting on page 26). Even if the dynamic call queue (default:
"0"). The...
Manuals Aastra ACD 100 - Page 25
...: - The reference value is the respective value which are only available with an "Aastra ACD Advanced 100" licence. This is what the percentage entered here is highlighted in yellow (default: ...greater than or equal to page 24 also). The two following settings are parked in the supervisor application. "Aastra ACD 100" licence: When this is colour highlighted in the call queue ...
Manuals Aastra ACD 100 - Page 47
... the current call queue at timeout: This announcement is only available with an "Aastra ACD 100" licence. - The caller has to presumably wait a little while before a timeout is reached because a call has been parked for display red setting with an "Aastra ACD Advanced 100" licence (see page page 21).
• Caller in the red range of the...
Manuals Aastra ACD 100 - Page 53
...setup.exe file once again. Starting the KDA Manager
1. If you can handle: *.711 and *.726 (for single files) and *.kdp and *.kda (for all further installation steps. Start the kda_manager.exe file (in the ...\Aastra directory (resp. ACD...further steps. Follow the instructions of the assistant for how to open the online help.
51 Follow the instructions of the assistant for ...
Manuals Aastra ACD 100 - Page 87
...
Aastra ACD 100
10
Aastra ACD Advanced 100
10
Number of call numbers per ACD group
Aastra ACD 100
1
Aastra ACD Advanced 100
3 • Standard call number • VIP call number • Super VIP call number
Opening / closing ACD groups
Aastra ACD 100
manual
Aastra ACD Advanced 100
• manual • automatic (via time control)
Number of agents
Aastra ACD 100
3
Aastra ACD...
Manuals Aastra ACD 100 - Page 88
... 130/131/150: 50 • OpenCom 510: 200 • OpenCom X320: 50 • Aastra 104/108/112: 200 • Aastra 800: 200
yes, with prioritising of the agents and definition of Supervisor/Info Terminals Aastra ACD 100 Aastra ACD Advanced 100 Aastra ACD Supervisor 101
Tablet support Call distribution
Call-queue size Max. number of call-queue positions
Call forwarding of...
Manuals Aastra ACD 100 - Page 89
Appendix
Logging out agents Service times can be defined per ACD group Music on hold
Announcements
• manual • automatic
(available with "Aastra ACD Advanced 100" licence)
yes, with "Aastra ACD Advanced 100" licence Available time group profiles: • OpenCom 130/131/150: 3 • OpenCom 510: 3 • OpenCom X320: 3 • Aastra 104/108/112: 10 • Aastra 800: 10
internal...
Manuals Aastra ACD 100 - Page 92
... at full Reaction at timeout Time to timeout (0=no timeout) Minimum alerting time
90 Standard Phone No. Appendix
Licence-dependent Configuration Settings
The following tables provide an overview of Groups
Settings in the Configurator, Menü Aastra ACD > Groups. VIP Phone No.
Configuration of the settings available depending on the licence purchased. Aastra ACD 100 Name Phone No.
Manuals Aastra ACD 100 - Page 93
Appendix
Aastra ACD 100 Time for call connection if all agents busy
Interval for de-escalation announcement Music on hold Call... in other company Announcements Welcome if agent is free Welcome if agent is busy Connecting to agents from call queue
Aastra ACD Advanced 100 Time for call connection if all agents busy Time to de-escalation announcement Interval for de-escalation announcement Music on ...
Manuals Aastra ACD 100 - Page 94
... green De-escalation announcement yellow De-escalation announcement red
Aastra ACD Advanced 100 De-escalation announcement green De-escalation announcement yellow De-escalation announcement red Caller in call queue at timeout
Configuration of Agents
Settings in the Configurator, Menü Aastra ACD > Agents. Name Group
Aastra ACD Advanced 100 Phone No. Aastra ACD 100 Phone No.
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