ACD Queue

Each agent has a queue key for answering calls in the ACD Queue. The colour of the LED and the flash rate give a visible indication of how long the caller has been waiting.

Wrap Up

After an ACD call there may be paperwork or computer input to be completed before an agent can receive another call. This "Wrap Up" time activation could be automatic or voluntary.

Not Available

If an agent takes a break, they must press a button to identify themselves as Not Available, to temporarily suspend the flow of ACD calls to their keyphone, whilst still indicating Log In status.

Forced Busy

If an agent does not answer a call within a pre-determined time, they will be put into Forced Busy (no more ACD calls will be presented to them) until they press a button on their keyphone. This ensures that subsequent callers do not waste time ringing on an unattended phone.

Help Request

An agent can call for assistance from the supervisor using Help Request. If the agent is in a current ACD conversation, the supervisor will be connected in Monitor Mode - and can elect to Advise or Conference as they see fit.

Call Record

In conjunction with the Telrad emaGEN system, a conversation may be recorded into the agent's voicemail at the touch of a button. This can be very useful for order confirmations, technical information, training, etc. Recordings can be easily copied or transferred into other voice mailboxes.

Multi Login/Skills Based Routing

With the release of the Advance IP software agents are now allowed to log into multiple ACD groups. Log in can be on an ad-hoc basis so agents can log in to multiple groups for busy periods, or on a permanent basis so that agents in groups have different priorities giving routing based on the highest priority agent which is also known as 'skills based routing'.

Free-Flow/Force-Feeding Headsets

The use of headsets is strongly recommended for ACD agents. The Telrad Connegy ACD system can be set Free-Flow - that is the automatic placing of an ACD call without agent intervention. Both caller and agent hear a bleep, and the call is connected. Free-Flow can be enabled or disabled in the system programming.