• IT Services
• Telephone Services for Faculty/Staff
• ACD
• The Basics of ACD
• ACD Client Setup Questions

ACD Client Setup Questions

1. ACD group name
   What is your department name?
   
   
2. Pilot Number
   What is the number that will be called to reach the ACD group?
   Will the caller reach an agent only after listening to a menu of options?
   
   
3. Number of Agents
   How many total agents (designated answering staff) will be logging in?
   
   
4. Ring Length (forced logout)
   What is the total number of rings to an available agent before the call is requeued?
   
   
5. Max Queue Size
   What is the total number of calls on queue?
   
   
6. Queue Full Route
   Where should calls be routed to when the Queue Size is full?
   
   
7. Time Delay Threshold
   What is the maximum number of seconds a call should wait on queue?
   
   
8. Time Delay Route
   Where do queued calls go when the Time Delay Threshold is reached?
   
   
9. Night Service Route
   Where should calls be routed to when all agents are logged out?
   
   
10. Wrap up time
    Will there be aa time delay between the end of an ACD call to the next call presented to an agent? If yes, how many seconds?
    
    
11. Announcement cycle
    What will callers hear when they are on queue and what is the sequence of the intervals? ex. Generic announcement, 60 seconds music, custom announcement, 60 seconds music, etc.
    To listen to Generic ACD announcements; dial 6-3528 for Generic 1, dial 6-3529 for Generic 2
    
    
12. Music on Hold
    You may choose silence or play music between announcements. See the music choices available for these specialized phone features. Note: The default selection is Classical if no choice is made.
    
    
13. Line of Business
    Will the agent track type of calls? If yes, you are responsible for creating your own list of categories identified as a 3 digit number.
    
    
14. Supervisor
    Will there be a designated supervisor set that will monitor calls?