Enhancements to an ACD Pilot that complement department service delivery
Custom announcement
When all available agents are unavailable to answer a new ACD call, custom announcements are used during queuing of calls to educate, inform, or state required departmental information before call is presented and answered by an available ACD agent. Depending on the queue size and time spent in queue, departments may opt to have two custom announcements or have the generic announcements in their ACD system design. Generic announcements incur no added monthly charges. Custom announcements incur: $70.00 each for installation, $30.00 MRC (Monthly Recurring Charge) for each announcement. To hear the generic announcements One and Two, you may dial the following: To listen to Generic ACD announcements; dial 6-3528 for Generic 1, dial 6-3529 for Generic 2
Choices of Music on queue vs Set Music on Hold or Music on Transfer
Music on queue is used when calls are queued in an ACD system due to all available Agents engaged on an existing call, music on queue will be played along with custom or generic announcements depending on the ACD spec design. The selection of Music on Queue, see the music choices.
Set Music On Hold and Music on Transfer
This is a feature that can be added to any telephone set whether it is an ACD configured telephone set or not. The feature allows callers to hear music after being placed on hold right after they have been in queue and their call had been answered, or a direct call to a non ACD set, or in the process of bring transferred. The music source is the same system used for an enqueued ACD call. The type of music that is heard depends on the choice made by the department administrators when requested. If ACD exists, then refer to ACD specs to view the difference in music choices (if any) as same type of music can be configured on a queue and or after being placed on hold or transferred. See the selection of music choices.
Note: Music on Hold/Music on Transfer provides capability for set to access an audio music source when calls are placed on hold. See the music choices available for these specialized phone features.
Enhanced Call Processing (ECP) voice mail menus
An ECP system allows callers to dial one number and receive a menu with programmable options. The assigned Department IT Contact—with the assistance and implementation by an IT Services/Project Consultant—can specify what destinations the options represent. In this case any of the options of an ECP voice mail menu can be routed to an ACD pilot number, in order to have those specific departments ACD group(s) answer specific types of calls. To learn more, see the ECP voice mail menus.
Multiple station message waiting light
This light is used for those departments that have a team of administrative assistance whose responsibility is to make sure the departments voice mail messages are being retrieved and responded in a timely manner by having its voice mail message waiting light appear on all of their sets. This configuration results in most cases; having two message waiting lights (if telephone already had an existing message waiting light for their private or other department voice mail box).
Music on hold
A telephone feature that allows callers to hear music while being placed on hold. Music is invoked by the end user after answering telephone call and pressing the hold button once.
Back door numbers
Term related to having telephone numbers configured in other units of a department to help ACD agents resolve and help answer any inquires ACD agents need to resolve right away.
Line of business codes (LOB)
A feature utilized to keep peg count of different types of call inquiries answered by an ACD group. Monthly 'LOB' reports assist Call Center ACD Managers to identify the services their public is most interested in or ordering services on. The LOB feature is invoked by an ACD agent depressing the 'LOB' button once during the active ACD call and then entering a 3-digit code on the telephone pad related to the telephone inquiry. Agent must press the LOB button again before the end of the call. If ACD agent does not enter code, a miscellaneous peg count will reflect on the LOB monthly report. ITS enables the feature on an ACD system and creates the codes, the requesting departments create and use the definition of each code and what the business rules they are tracking behind each code. The monthly CCMIS CAMs LOB report can be scheduled or printed in an AD Hoc fashion, if ACD Supervisor terminal is subscribed to.
Display queue status
An ACD feature that assists ACD agents Department Managers who are ACD Agents to identify three fields of their ACD queue information; first field is related to the amount of calls that are in the queue at that moment the Agent depresses the 'DQS' button. The second field of information is related to the amount of ACD Agent logged on and the third field of information relates to the oldest call in the queue; in seconds. The three numbers are reflected on the agents LCD (for those Agents whose departments subscribe to telephone sets with displays) and the 'DQS' button is depressed once. The displayed information remains on the Agents display for 4 seconds and is refreshed any time Agent depresses the DQS button. The information on each field changes throughout the day depending on the call volume, and allows ACD Managers when to utilize their ACD staff during the day.
Calling name display attached to incoming call
Term referred to as having an multi line display set be able to view the incoming call name information on all the other button and not solely the bottom in calls key. The calling name on a number is voluntary and not a requirement. If calling number has chosen to have a name identified and associated with the dialed number, then agent would be able to view while set is ringing and answer appropriately. This feature may be added to any multi line set that has a LCD display. There is no fee associated with request calling name display.
Department name display when dialing out on non ACD calls
If agent is dialing within the Stanford business community and they have either their name or department name on the number they are calling out on, the Stanford community would be able to view the name on those sets that have an LCD display on their multi line sets. If calling off campus, the ITS Telephone switch would present; Stanford University as the calling name display.
