Datasheet Aastra ACD 100
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.... The waiting time structured that way communicates the progress to external call center solutions Aastra ACD 100 as a supervisor or the interpretation of statistical information. Aastra ACD 100 Integrated ACD solution for divisions with a competent interlocutor, so that do not need the entire... requires no call forwarding or by PIN via OpenAttendant 210. The goal is suitable for Aastra 100 | OpenCom 100 Aastra ACD 100 extends the Aastra 100 | OpenCom 100 platform by ACD groups. For all ACD groups applies: Up to 50 agents (employees) can be assigned. They are transferred...
.... The waiting time structured that way communicates the progress to external call center solutions Aastra ACD 100 as a supervisor or the interpretation of statistical information. Aastra ACD 100 Integrated ACD solution for divisions with a competent interlocutor, so that do not need the entire... requires no call forwarding or by PIN via OpenAttendant 210. The goal is suitable for Aastra 100 | OpenCom 100 Aastra ACD 100 extends the Aastra 100 | OpenCom 100 platform by ACD groups. For all ACD groups applies: Up to 50 agents (employees) can be assigned. They are transferred...
Datasheet Aastra ACD 100
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...currently assigned as an agent with the selected phone. In the folder „Aastra ACD Agent" the ACD groups are displayed to the agent, where he gets the information how many callers are the focal points of the ACD. Per group, he enabled pause, no new calls will be delivered to... the agent De-escalation announcement green De-escalation announcement yellow De-escalation announcement red Caller reaches timeout in the queue (only Aastra ACD Advanced 100) Agents The numbers of his availability for call ) is busy Connecting the caller from the queue to handle the application on...
...currently assigned as an agent with the selected phone. In the folder „Aastra ACD Agent" the ACD groups are displayed to the agent, where he gets the information how many callers are the focal points of the ACD. Per group, he enabled pause, no new calls will be delivered to... the agent De-escalation announcement green De-escalation announcement yellow De-escalation announcement red Caller reaches timeout in the queue (only Aastra ACD Advanced 100) Agents The numbers of his availability for call ) is busy Connecting the caller from the queue to handle the application on...
Datasheet Aastra ACD 100
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...of the agents of the info terminal he may log on an ACD group for can manage multiple ACD groups. With an alternative representation of an ACD group, he may enable the break (e.g. Queue Display Aastra ACD 100 represents the current state of observation. Long Term Statistics To enable... a long-term monitoring and control of the ACD processes, the long-term statistics may always view the ...
...of the agents of the info terminal he may log on an ACD group for can manage multiple ACD groups. With an alternative representation of an ACD group, he may enable the break (e.g. Queue Display Aastra ACD 100 represents the current state of observation. Long Term Statistics To enable... a long-term monitoring and control of the ACD processes, the long-term statistics may always view the ...
Datasheet Aastra ACD 100
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...-license for Aastra ACD 100. Order Numbers Licenses Aastra ACD 100 Aastra ACD Advanced 100 Aastra ACD Agent 100 Aastra ACD Supervisor 100 Aastra ACD Statistic 100 Long term statistic Item numbers 86H00005AAA-A 86H00005BAA-A 86H00005CAA-A 86H00005DAA-A 86H00005EAA-A 03/2014 www.aastra.com Copyright © 2014 Aastra Deutschland GmbH. Aastra and the Aastra logo 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...
...-license for Aastra ACD 100. Order Numbers Licenses Aastra ACD 100 Aastra ACD Advanced 100 Aastra ACD Agent 100 Aastra ACD Supervisor 100 Aastra ACD Statistic 100 Long term statistic Item numbers 86H00005AAA-A 86H00005BAA-A 86H00005CAA-A 86H00005DAA-A 86H00005EAA-A 03/2014 www.aastra.com Copyright © 2014 Aastra Deutschland GmbH. Aastra and the Aastra logo 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...
Manuals Aastra ACD 100
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... your Aastra ACD and answer most of the questions that may arise. The following operating instructions will assist you in this Aastra product. Welcome to Aastra Thank you for choosing this user guide. If you require further technical support or information about other Aastra products, please refer to quality and design. Aastra 800, Aastra 100 and OpenCom 100 This...
... your Aastra ACD and answer most of the questions that may arise. The following operating instructions will assist you in this Aastra product. Welcome to Aastra Thank you for choosing this user guide. If you require further technical support or information about other Aastra products, please refer to quality and design. Aastra 800, Aastra 100 and OpenCom 100 This...
Manuals Aastra ACD 100
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...situation. - All other agents are processed by the members of an ACD group. ACD is a feature for processing are referred to be activated via licence. It is integrated into the Aastra 800 / Aastra 100 / OpenCom 100 communications system and can be used anywhere a high volume of your ...customers to a defined strategy. Each ACD group has at least one or multiple ACD groups. ACD Terms The following explanation of terms makes...
...situation. - All other agents are processed by the members of an ACD group. ACD is a feature for processing are referred to be activated via licence. It is integrated into the Aastra 800 / Aastra 100 / OpenCom 100 communications system and can be used anywhere a high volume of your ...customers to a defined strategy. Each ACD group has at least one or multiple ACD groups. ACD Terms The following explanation of terms makes...
Manuals Aastra ACD 100
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... requires a licence. The following licences can be purchased: Licence name Aastra ACD 100 Aastra ACD Advanced 100 Combination of an "Aastra ACD 100" licence with an "Aastra ACD Advanced 100" licence Aastra ACD Agent 101 Aastra ACD Supervisor 101 Aastra ACD Statistic 100 Properties Basic licence for a small ACD application with: • 10 ACD groups with one call number respectively • 3 Agents • 1 Supervisor/Info Terminal Licence with full range of...
... requires a licence. The following licences can be purchased: Licence name Aastra ACD 100 Aastra ACD Advanced 100 Combination of an "Aastra ACD 100" licence with an "Aastra ACD Advanced 100" licence Aastra ACD Agent 101 Aastra ACD Supervisor 101 Aastra ACD Statistic 100 Properties Basic licence for a small ACD application with: • 10 ACD groups with one call number respectively • 3 Agents • 1 Supervisor/Info Terminal Licence with full range of...
Manuals Aastra ACD 100
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... making call distribution dependent on the number of agents logged 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 agents. when call numbers and allocated to available agents. 1) • Agent wrap-up times can...
... making call distribution dependent on the number of agents logged 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 agents. when call numbers and allocated to available agents. 1) • Agent wrap-up times can...
Manuals Aastra ACD 100
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... information on the application's statistic functions for the supervisor. • Chapter Operation by Agents starting on page 52: contains information on managing and controlling the ACD groups for the supervisor of the OpenCom 100 / Aastra 100 communications system (resp.
... information on the application's statistic functions for the supervisor. • Chapter Operation by Agents starting on page 52: contains information on managing and controlling the ACD groups for the supervisor of the OpenCom 100 / Aastra 100 communications system (resp.
Manuals Aastra ACD 100
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...while configuring. Confirm via OK. 4. on the web console of the OpenCom 100 / Aastra 100 communications system in the ...\OLH directory (resp. ACD System Configuration ACD System Configuration This chapter is for the system administrator of the communications system into ... system in the Configurator, Aastra ACD menu. Log in the System > Components menu. There are : User: Administrator Password: [no existing password] 3. The following description requires that comes with administrator rights. 1. Refer to the Aastra 800 / Aastra 100 / OpenCom 100 communications system. This is ...
...while configuring. Confirm via OK. 4. on the web console of the OpenCom 100 / Aastra 100 communications system in the ...\OLH directory (resp. ACD System Configuration ACD System Configuration This chapter is for the system administrator of the communications system into ... system in the Configurator, Aastra ACD menu. Log in the System > Components menu. There are : User: Administrator Password: [no existing password] 3. The following description requires that comes with administrator rights. 1. Refer to the Aastra 800 / Aastra 100 / OpenCom 100 communications system. This is ...
Manuals Aastra ACD 100
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... are to be given preferential processing (VIP and Super VIP callers) with an "Aastra ACD Advanced 100" licence. Super VIP: Enter the call queue positions and allocated to reach the ACD group. The settings described as follows are configured in the top call number for ...No. You can be reached by their own call number are only available with an "Aastra ACD Advanced 100" licence. They are only available with an "Aastra ACD Advanced 100" licence. Configuring selective call numbers for each ACD group for Super VIP callers. a) These settings are placed in the Telephony > Lists ...
... are to be given preferential processing (VIP and Super VIP callers) with an "Aastra ACD Advanced 100" licence. Super VIP: Enter the call queue positions and allocated to reach the ACD group. The settings described as follows are configured in the top call number for ...No. You can be reached by their own call number are only available with an "Aastra ACD Advanced 100" licence. They are only available with an "Aastra ACD Advanced 100" licence. Configuring selective call numbers for each ACD group for Super VIP callers. a) These settings are placed in the Telephony > Lists ...
Manuals Aastra ACD 100
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...logged in). The caller receives a busy signal. • Calls can optionally be cleared or forwarded after a defined time span with an "Aastra ACD 100" licence. Call-queue Size The size of the call queue (default: "0"). The call queue can be configured individually for one hour is ...announcements (refer to the chapter entitled Configuring Announcements and Music on Hold starting on call processing when wait times are configured in the Aastra ACD > Groups menu. • Minimum size: This value defines the minimum size of the call queue can be defined statically or ...
...logged in). The caller receives a busy signal. • Calls can optionally be cleared or forwarded after a defined time span with an "Aastra ACD 100" licence. Call-queue Size The size of the call queue (default: "0"). The call queue can be configured individually for one hour is ...announcements (refer to the chapter entitled Configuring Announcements and Music on Hold starting on call processing when wait times are configured in the Aastra ACD > Groups menu. • Minimum size: This value defines the minimum size of the call queue can be defined statically or ...
Manuals Aastra ACD 100
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...'s full level is colour highlighted in yellow (default: "25%"). • Percentage for . Even if the dynamic call queue (default: "20"). "Aastra ACD 100" licence: When this number is reached and no available agent, the caller receives a busy signal. - This is how you defined as follows...: - "Aastra ACD Advanced 100" licence: When this number is reached and there is highlighted in the supervisor application. Then - This factor is applied within the threshold...
...'s full level is colour highlighted in yellow (default: "25%"). • Percentage for . Even if the dynamic call queue (default: "20"). "Aastra ACD 100" licence: When this number is reached and no available agent, the caller receives a busy signal. - This is how you defined as follows...: - "Aastra ACD Advanced 100" licence: When this number is reached and there is highlighted in the supervisor application. Then - This factor is applied within the threshold...
Manuals Aastra ACD 100
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...is positioned in the red range of the call queue at timeout: This announcement is only available with an "Aastra ACD 100" licence. - It is played before being connected with an "Aastra ACD 100" licence. - The caller's call-queue position corresponds to a value less than 75% of the current call ...-queue position corresponds to a value greater than the percentage you define 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...
...is positioned in the red range of the call queue at timeout: This announcement is only available with an "Aastra ACD 100" licence. - It is played before being connected with an "Aastra ACD 100" licence. - The caller's call-queue position corresponds to a value less than 75% of the current call ...-queue position corresponds to a value greater than the percentage you define 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...
Manuals Aastra ACD 100
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Appendix Appendix Technical Data Number of ACD groups 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 Advanced 100 3 Aastra ACD Agent 101 A respective additional agent...
Appendix Appendix Technical Data Number of ACD groups 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 Advanced 100 3 Aastra ACD Agent 101 A respective additional agent...
Manuals Aastra ACD 100
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... be configured statically or dynamically • OpenCom 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.
... be configured statically or dynamically • OpenCom 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.
Manuals Aastra ACD 100
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... files and maximum MoH length: • OpenCom 130/131/150: 1 x 32 seconds • OpenCom 510: 1 x 32 seconds • OpenCom X320: 5 (sum: 80 seconds) • Aastra 104/108/112: 5 (sum: 600 seconds) • Aastra 800: 5 (sum: 600 seconds) can be configured per ACD group: • 6 announcements with "Aastra ACD 100" licence • 7 announcements with "Aastra ACD Advanced 100" licence 87
... files and maximum MoH length: • OpenCom 130/131/150: 1 x 32 seconds • OpenCom 510: 1 x 32 seconds • OpenCom X320: 5 (sum: 80 seconds) • Aastra 104/108/112: 5 (sum: 600 seconds) • Aastra 800: 5 (sum: 600 seconds) can be configured per ACD group: • 6 announcements with "Aastra ACD 100" licence • 7 announcements with "Aastra ACD Advanced 100" licence 87
Manuals Aastra ACD 100
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... profile Time group [x] open Minimum size Maximum size Percentage for dynamic adaption Percentage for display yellow Percentage for dynamic adaption Minimum alerting time Aastra ACD Advanced 100 Name Phone No. Aastra ACD 100 Name Phone No. VIP Phone No. Appendix Licence-dependent Configuration Settings The following tables provide an overview of Groups Settings in the Configurator...
... profile Time group [x] open Minimum size Maximum size Percentage for dynamic adaption Percentage for display yellow Percentage for dynamic adaption Minimum alerting time Aastra ACD Advanced 100 Name Phone No. Aastra ACD 100 Name Phone No. VIP Phone No. Appendix Licence-dependent Configuration Settings The following tables provide an overview of Groups Settings in the Configurator...
Manuals Aastra ACD 100
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Appendix Aastra ACD 100 Time for call connection if all agents busy Interval for de-escalation announcement Music on hold Call distribution Strategy Wrap-up time Standard Audio to ... Show group even supervisor is 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 hold Strategy Time for...
Appendix Aastra ACD 100 Time for call connection if all agents busy Interval for de-escalation announcement Music on hold Call distribution Strategy Wrap-up time Standard Audio to ... Show group even supervisor is 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 hold Strategy Time for...
Manuals Aastra ACD 100
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Name Group Priority Threshold 92 Appendix Aastra ACD 100 De-escalation announcement 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. Aastra ACD 100 Phone No. Name Group Aastra ACD Advanced 100 Phone No.
Name Group Priority Threshold 92 Appendix Aastra ACD 100 De-escalation announcement 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. Aastra ACD 100 Phone No. Name Group Aastra ACD Advanced 100 Phone No.
