Tips:
Getting more from your phone
 
ACD

[IP Server 900 (with proper licensing) and ESI Communications Servers only.]

Introduction

• Simply put, ACD allows calls to hold for a department when all “agents” are busy. It is a powerful tool to help manage calls and provide better service to customers.
• For example, if you have a service department, the Installer can create an ACD department with all tech extensions in it. Then, a caller who selects Service at the auto attendant will be routed to the longest-idle tech. If all techs are busy, the caller will hear the first of two customizable prompts: “All of our techs are currently helping others, please stay on the line and your call will be answered shortly.”
• Several callers can be placed on hold; and, as soon as a tech becomes available, the longest holding caller is automatically connected. Callers in queue will periodically hear the second prompt, which might say: “Please continue to hold. A technical service representative will be with you shortly.”
• The techs can have a log-in/log-out key programmed on their phone to allow them to log in and out of the department, depending on how busy it is. While logged in, their phone display shows how many calls are waiting and how long the longest-held call has been waiting. A supervisor whose phone is outside the department can also have this display.
• The techs can use a wrap key to allow them to pause between calls for wrap-up duties required once a call has been completed.
• You can create a “Service” programmable key, to allow transferring of callers to the department. Tell the caller, “I’ll transfer you to our technical service department,” press the “Service” key, and hang up. The caller will be connected to the longest-idle tech or placed in queue if all are busy and others are holding.

Service observing

• Service observing allows managers to silently observe other conversations in the system. This feature must be activated by the Installer or Administrator for your station. Additionally, the Installer or Administrator must list the stations that you’re allowed to observe. To perform service observing, use a programmable key that you have programmed with 5 6 1 and press the desired station key (its LED will be lit red). Your display will show the details of the call being observed. Neither party will be aware of your monitoring.
• Generally, federal law allows for service observing to improve the quality of your phone service. However, by law, you must stop observing immediately upon realizing that you’re monitoring a personal call. Local and state laws should be checked before using this feature.
• During service observing, you can record the conversation for later use in critiquing the employee. You can also use service observing to allow new employees in training to observe other employees with similar job functions.