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Frequently Asked Questions — ACD System

Service Overview

ACD (Automated Call Distribution) is a Stanford Telephone Switch application, which allows large volume of incoming calls to be distributed to specific telephones (agents) in a group. The application will distribute the incoming call in the order of arrival to the first available agent or agent that has been waiting the longest. Calls will get placed in a queue when all agents are busy where they may hear music and a custom announcement.

Cost of Service: Create a ticket to Order Management. If necessary you can give some of the basic costs from the ACD System webpage but, if further information is still needed refer to Order Management.

Turn around time of request: For this information client needs to speak with a Order Management service manager. Create a ticket to Order Management. A ballpark figure would be around 6 to 8 weeks from time of first meeting with client to implementation of application.

Required information from client: Name, phone number, Dept name, Star/contact name and number, account number. If it's in reference to an existing ACD application ask for name of ACD group and main number dialed to reach group.

Help Desk Specialist: If the question is not listed below, please route a HELPSU ticket to: Service Group - Order Management and Problem Category - Phone/Cellular/Cable.

Frequently Asked Questions

1. Agent cannot log on to their set, hears a busy signal.
   Ask what password are they using, ACD group name or main number dialed to reach group and warm transfer to the PGG Group. If needed run through login/out instructions.
   
   
2. My reports were not emailed to me or my workstation cannot print my reports today.
   Create ticket to the Order Management Group Remedy queue.
   
   
3. How do I know how many calls are waiting?
   Ask if they have a DQS key on their phone and if they do tell them to press this key to get queue information otherwise ticket to Order Management.