3Com Voice ACD
ACD Features
3Com Voice Automatic Call Distribution (ACD) system streamlines communications for small- to mid-size call centers. Applies business intelligence to inbound call traffic, efficiently queuing and routing calls to waiting agents.Three selectable routing algorithms (most-idle agent, circular, and linear), call overflow (busy or timed-out traffic) handling, call center administration, and reporting. Includes delayed announcements that play on-hold messages at timed intervals for customers in a queue; messages might feature company website access or promotional sales content.Provides discrete monitoring of agent activity for quality assurance; supervisory monitoring allows monitoring of agents and barge-in options. Allows detailed reporting with Call Reports and Call Detail Reporting (CDR) for agent performance statistics.
| Feature Name | Feature Description |
| ACD Groups, Linear | 3Com voice system supports Linear ACD Groups that connect callers with an available ACD Agent by queuing calls and going through a single pass through a list of ACD Agents. |
| ACD Groups, Circular | 3Com voice system supports Circular ACD Groups that connect callers with an available ACD Agent by queuing calls and using a cyclic pass through a list of ACD Agents with a per-device timeout and total timeout. |
| ACD Groups, Calling Group | 3Com voice system supports Calling ACD Groups that simultaneously ring all agents of a list with call coverage after total timeout. |
| ACD Groups, Least Call Count | 3Com voice system supports Least Call Count ACD Groups that connect callers with an available ACD Agent by queuing calls and routing them to the agents that have handled the least number of calls first. |
| ACD Groups, Most Idle Agent | 3Com voice system supports Most Idle Agent ACD Groups that connect callers with an available ACD Agent by queuing calls and routing them to the agents that have been idle the longest first. |
| ACD Group, Multi Site | ACD group agents may be local (same site) extensions, and / or remote (other site) extensions |
| ACD Group Phone Display | 3Com voice system ACD Groups support the display on an ACD Agent’s phone of the ACD Group name and number for a ringing call and the calling party name and number when connected. In addition, an ACD Agent can view ACD Group login status and queue notifications on the phone display. |
| ACD Group Voice Mailbox | 3Com voice system ACD Groups support the provisioning of a voice mailbox associated with each ACD Group that provides all the functions of a common mailbox. ACD Agents will get a Message Waiting Indicator on their phone when a new message is left in the mailbox, and ACD Agents have access to the ACD Group mailbox by selecting the mailbox number from a list on their phone. |
| ACD Agents | The 3Com voice system supports ACD Agents which are phone extensions that are logged into an ACD Group. ACD Groups get their ACD Agent members from a list of ACD Agents, and ACD Agents can be assigned to multiple ACD Groups. Each ACD Agent requires a 3Com voice system ACD Agent license |
| ACD Agent Licenses | The 3Com voice system requires that an ACD Agent license be purchased for each individual phone extension that is assigned as an ACD Agent. The 3Com voice system server Right To U (RTU) license includes 2 “try and buy” ACD Agents by default, which are over-written when actual ACD Agent licenses are installed onto the system. ACD Agent licens are available on an individual basis or groups of 5 or 10. |
| ACD Agent Login/Logout | The 3Com voice system supports the ability to login and logout an ACD Agent by an administrator using the web administration interface or by an ACD Agent using the phone or web user interface. |
| ACD Agent Multi-Group Memberships | 3Com voice system ACD Agents can be assigned to one or more ACD Groups, up to a maximum of 25 total ACD Groups and Hunt Groups combined for both internal and external ACD/Hunt Groups. |
| ACD Agent Message Waiting Indicator | 3Com voice system provides Message Waiting Indicator (MWI) to ACD Agents who are assigned to ACD Groups with new messages waiting in the ACD Group mailbox. ACD Group members have the ability on their phone to monitor MWI and message status, and to login/connect to that mailbox and retrieve the contents. |
| ACD Agent Ranking | The 3Com voice system supports the ability to rank ACD Agents in the order they are to receive incoming calls to the ACD Group. ACD Group ranking is applicable to Linear and Circular ACD Groups only. |
| View ACD Group Status | The 3Com voice system supports the ability for ACD Agents to view their login status of the ACD Groups of which they are members of using the web user interface or on 3Com voice system IP phones with an LCD display. |
| ACD Agent Auto-Logout On No Answer | The 3Com voice system supports the ability for an administrator to configure an ACD Group to automatically log an ACD Agent out of an ACD Group if the agent does not answer an incoming call to the ACD Group. |
| ACD Agent Wrap Up Mode | 3Com voice system ACD Groups support the ability for ACD Agents to have time after a call to wrap up their work for that call. Wrap up mode is configurable by administrators using the web administration interface on a per ACD Group basis. 3Com voice system supports the ability to define the wrap up time duration (0 – 999 seconds) and the number of times (0 – 5) the wrap up duration can be extended by an ACD Agent. |
| ACD Agent Extend Wrap Up | 3Com voice system ACD Groups support the ability for ACD Agents to extend the wrap up time after a call to wrap up their work for that call. The number of wrap up time extensions is configurable by administrators using the web administration interface on a per ACD Group basis. The number of times that a wrap up session can be extended can be from 0 to 5. |
| ACD Agent Override Wrap Up | 3Com voice system ACD Agents have the ability to override the wrap up time duration when they have completed the post-call processing work in a time shorter than the wrap up time by pressing a programmed button on the 3Com voice system IP phone or directly by entering feature code 974 to cancel the wrap-up status and immediately enabled routing of new ACD Group incoming calls to the agent. |
| ACD Group Timeouts | 3Com voice system ACD Groups support configuration by administrators for ACD Group durations such as perdevice timeout, total timeout, and override total timeout parameters using the web administration interface. The ACD Group type (Linear, Circular, Calling, Least Call Count, and Most Idle Agent) affects how the parameters are used. |
| ACD Group Call Coverage | 3Com voice system ACD Groups supports the ability for calls to be routed to a call coverage path for each ACD Group based on specific date, day of week, or time of day for conditions when the ACD Group’s operational hours are closed, all agents are busy, there are no agents configured, or if all agents are logged out. The call coverage path can be configured to be a mailbox, another ACD/Hunt Group, an individual extension, an auto attendant number, or an external phone number. |
| ACD Group Class of Service | 3Com voice system ACD Groups support a Class of Service setting for each ACD Group that specifies whether calls are allowed or disallowed based upon the elements (patterns) in the specified Class of Service. |
| ACD Group Off Site Notification | The 3Com voice system supports the ability to provide off site notification when calls to an ACD Group are not answered. |
| ACD Group Queue Notification | 3Com voice system ACD Groups support the ability to alert ACD Agents with a message on their phone display when queued calls exceed a configurable threshold, based on number of calls in queue or how long a call has been in queue. |
| ACD Group Selective Ringing | The 3Com voice system supports the ability for administrators and ACD Agents to configure Selective Ringing patterns for ACD Group calls on a per phone basis. |
| ACD Group Delayed Ringing | The 3Com voice system supports the ability for administrators and ACD Agents to configure Delayed Ringing for ACD Group calls on a per phone basis. |
| ACD Group No Ringing | The 3Com voice system supports the ability for administrators and ACD Agents to configure No Ringing for ACD Group calls on a per phone basis. |
| ACD Operational Hours | 3Com voice system ACD Groups support the ability to configure the operational hours of the ACD Group, including always open, custom hours open during up to 4 shifts, and emergency open and close. |
| ACD Custom Hours | 3Com voice system ACD Groups support the ability for administrators to configure the operational hours of the ACD Group, including custom hours open during up to 4 shifts. |
| ACD Group State | 3Com voice system ACD Groups support the ability for administrators to manually set the operational state of an ACD Group using Emergency Open or Emergency Close. |
| ACD Group Music On Hold Announcement | 3Com voice system ACD Groups support the ability to assign a Music on Hold announcement to each ACD Group. The Music On Hold announcement can be configured to play from the start or at random points. |
| ACD Group Delayed Announcements | 3Com voice system ACD Groups support Delayed Announcements which is a series of messages heard by callers while waiting in an ACD queue. There can be up to 15 announcements per ACD Group, which are configurable using the IP Messaging web administration interface. ACD Group Delayed Announcements also include in queue digits, estimated waiting time, and position in queue announcements. |
| ACD Group Closed Announcement | 3Com voice system ACD Groups support a configurable Closed Announcement for each ACD Group that callers when an ACD Group’s operational hours are closed. |
| ACD Group In Queue Digits | 3Com voice system ACD Groups support In Queue Digit processing where callers can press a digit while waiting in queue to transfer to a mailbox or a phone. |
| ACD Group Estimated Wait Time Announcements | 3Com voice system ACD Groups support the ability to inform a caller in queue of the estimated wait time. Administrators can enable the Estimated Wait Time notification function to tell the caller how long they have to wait before the call is answered. |
| ACD Group Position In Queue Announcements | 3Com voice system ACD Groups support Position In Queue Announcements that are enabled by administrators for callers to hear their position in the queue. PIQ Announcements are configured as part of an ACD Group Delayed Announcement. |
| ACD Group Endpoint Support | The 3Com voice system supports these devices as endpoints for ACD Agents: 350x, 3101, 3102, and 3103 IP Phones, Desktop Communicator (Basic and Outlook Edition), 3rd party SIP phones, and analog FXS endpoints (3rd party and analog phone key presses and displays may be different from 3Com voice system phones). |
| ACD Group Feature Interactions | The 3Com voice system ACD Group feature provides strong interactio with other 3Com voice system features, improving the experience for administrators, ACD Group members, and callers. |
| ACD Group Real Time Statistics | The 3Com voice system supports the ability to maintain, update, and display ACD Group Real Time Statistics for ACD Group administrators and/or managers. The display of ACD Group Real Time Statistics is available using the ACD Group Real Time Statistics Windows-based application or a 3rd party that is receiving the ACD Group data over a TCP/IP port in XML or ASCII format. The ACD Real Time Statistics tool now runs on Windows 7 32-bit operating systems. |
| ACD Group CDR Reports | The 3Com voice system supports the collection and generation of historical Call Detail Record reports for ACD Groups. ACD Group data is included in regular 3Com voice system Call Detail Record (CDR) data, which can be reported on using the Call Detail Record Windows-based application. ACD Group CDR reports are included. |
| ACD Group Feature Codes | The 3Com voice system supports the ability for ACD Agents and supervisors to login, logout, view/modify ACD Group login status, extend wrap up time, or override wrap up time. |