Adix ACD Features | Adix APS Features
The features listed below are available when the ADIX ACD software package is added to the Omega-Phone, ADIX APS, ADIX, ADIX-M and ADIX-S systems.
The ACD group is the destination for an incoming ACD call. Each ACD group is comprised of ACD agents (up to 150), ACD supervisors (up to 3), a queue and call sequence table(s). A maximum of 60 ACD groups can be defined. Programmable ACD group options include: ACD group access number, group ID for LCD, distinct ring pattern for incoming ACD calls.
A second ACD group can be programmed to receive an incoming call that was not answered by the primary ACD group after a specified duration.
When ADIX ACD is equipped with the optional LINK Reporting Package, real-time and historical reports can be generated.
Agent answering priority levels provide flexibility in the distribution of ACD calls to agents. Each agent is assigned an answering priority level from 1 - 3. Calls are first distributed to the agent with the highest priority. If multiple agents with the same priority level are available, the call is distributed to the longest idle agent within that priority.
The ADIX ACD allows for 400 ACD agents with a maximum of 150 active agents at any given time. An agent can log in to two ACD groups simultaneously. Agents can initiate a help call or emergency help call to the group supervisor.
Each ACD group can be programmed, using the call sequence table, to play back one or more digitally prerecorded announcement messages to ACD calls waiting in queue. The call sequence table specifies at what point in time the desired announcement message will play.
An ACD call in the queue of an ACD group can be forwarded to another ACD group, a system (PBX) extension, a speed dial destination, or a hunt group.
ADIX ACD uses call sequence tables to provide different audible call progress indications and functional steps to the caller. These boxes determine how a call in the ACD group's queue are handled. An ACD group's active call sequence table can be changed from an agent or supervisor set. Each call sequence table consists of a number of steps or boxes. Each box contains one of the ten available call processing options:
• To play an announcement.
• To play music on hold.
• Forward to an extension.
• Forward to a hunt group.
• Forward to an ACD group.
• Go to another table.
• Forward to a system speed address.
• Disconnect the call.
• Delay call answering and/or distribution.
• No operation (skip).
The ADIX ACD can be programmed to delay answering after incoming ringing is detected. This feature is called delay call sequencing and is programmed as part of the call sequence table. The three most common uses for the delay call sequencing feature are:
• To answer the call when ringing is detected, but delay distribution to an agent for a specific duration during which time the caller hears one or more announcement messages.
• To delay the answering of an ACD call for a specific duration after ringing is detected during which time the caller hears ring back tone.
• To allot a caller on a 1-900 line time to hang up before the call is distributed to an ACD agent.
The emergency recording/emergency help call feature allows an agent to record an ACD call and alert the ACD group's supervisor simultaneously.
An agent can request supervisor assistance without interrupting a call in progress by pressing the [HELP] key.
The ADIX ACD is designed to ensure an equitable distribution of calls among the agents in an ACD group by giving each agent within an agent answering priority level an equal number of calls. This is accomplished using the longest idle agent routing system of call distribution where, rather than hunting for an available agent within an ACD group using a system of scanning by logical port number, the ADIX ACD tracks the actual work load and diverts calls to those agents who have been idle longest.
ADIX ACD will automatically switch the linked call sequence table of an ACD group from the day mode setting to the and night mode setting.
The not available feature prevents call distribution to an active agent for an undetermined duration. An agent enters not available mode automatically after logging in, or by pressing the [N/A] button.
At the time the ADIX ACD detects incoming ringing on an ACD line, the incoming call is placed in an ACD group's queue and assigned a priority level. The priority level enables an ACD call to be ranked higher or lower for answer regardless of time in queue. ACD trunk groups, ADIX system extensions, agent ID codes, and ACD groups (for call sequence table forwarding) can each be assigned a priority level. ACD calls in queue are answered in the order of highest assigned priority and time in queue. The system can be programmed to change the priority level of a call in queue after a specific duration.
An agent can be required to enter a three-digit qualification code that identifies the source, type, or result of the last ACD call.
The ADIX ACD software package allows for thirty supervisors with a maximum of three supervisors per ACD group. The primary purpose of the supervisor is to answer help calls and emergency help calls placed by agents within the ACD group. In addition to answering help calls and emergency help calls, supervisor features include queuing indication, agent monitoring capability, and barge-in capability.
When the number of calls waiting in queue exceeds a programmable threshold level, a visual indication is provided through an associated [QUEUEn] key on the supervisor or agent set, or through an external device connected to an optional relay contact.
Following an ACD call an agent is given time to complete necessary work before becoming active for another ACD call. Wrap-up can be programmed to occur automatically or manually.
Call Center Solutions
At Iwatsu, we believe that a part of every business can be called a "call center." For this reason we've designed our ADIX ACD to offer both traditional and informal call centers the following competitive advantages: Improve Customer Service using Flexible Call Routing to send calls to the most qualified group or person customize call handling based on incoming line, time of day, or agent availability using Sequence Tables Increase Profits and Optimize Staffing with Iwatsu's Software Solutions for the Call Center. Computer Telephony Solutions ADIX APS was designed to serve as the foundation for advanced Computer Telephony Integration (CTI) solutions. CTI will help your business achieve a higher level of flexibility and productivity by linking your voice network with your data network. Benefits of CTI include a more knowledgeable work force, enhanced customer service, and shortened call duration.
Integrated Voice Mail/Auto Attendant
Omega-Voice VMI, an integrated Voice Mail System manufactured by Iwatsu, provides your company with the presence and call processing power of a large-scale voice mail system in a revolutionary package. Omega-Voice VMI features up to 8 voice mail ports, 600 mailboxes, and 300 hours of message storage. In addition, the system's Automated Attendant may be used to greet callers with specific announcements based on the incoming line, or number dialed. Omega-Voice VMI helps assure that every call is answered in a highly professional and organized manner.
System Features
* Optional ADIX or external equipment required.