An ACD (automatic call distribution) is a queue into which calls can be routed for automatic distribution. For example, an IVR module (by means of a branching instruction in its specified script) can route inbound calls into such a queue.
For a user to receive a call from an ACD, he/she must be logged into any Blend module. This user can receive calls from any active ACD to which he/she is also assigned (as a user or in a user list).
Note: A Blend module is not attached to any specific project. You create it in the System modules Master Folder.
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Setting |
Description |
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This drop-down list allows you to choose amongst the one or more Pronto Servers that are installed. It also populates the Lines Assignment list with the line groups defined for that Pronto server. |
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The purpose of this setting is to prioritize the dispatch of calls in multiple ACDs. It comes into force when an agent is serving more than one ACD and there is at least one call in more than one ACD to be served. Calls in an ACD bearing a higher priority number will be dispatched first. |
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The minutes and seconds (describing the Service Level Agreement) refer to the maximum time that a caller should be allowed to wait in the queue before being attended to by an interviewer. |
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This is the percentage Service level at which the system should perform. It is calculated as the proportion of all serviced calls which are taken within the Service Level Agreement. |
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This delay controls the minimum wait time before which the control algorithm evaluates whether an agent will be offered by the ACD to the Associated project specified in the Blend module into which he/she is logged. |
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This purpose of this setting is to prevent the level of waiting agents to fall below this level due to the control algorithm reassigning them to an associated project. The ErlangC Calculator (which implements the Erlang C Traffic Model used in Call Center design) is provided to assist in assigning the appropriate minimum number of interviewers, bearing in mind the estimated load and duration of calls, together with the Service Level Agreement and Target Service Level desired. The Calculation option, allows you to specify a required Average answering delay in which case it will estimate the number of interviewers. If you specify the number of interviewers, it will estimate the Average answering delay.
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This setting sets a ceiling on the number of waiting interviewers triggering the control algorithm. It will reassign interviewers to Associated projects. It becomes relevant when agents are logged into a Blend module to which an Associated project has been assigned. It ensures that as many agents as possible be engaged in the Associated project (usually an outbound campaign) while maintaining the Service Level Agreement for the ACD. The ErlangC Calculator, see above, is provided to assist in assigning the appropriate maximum number of agents, bearing in mind the estimated load and duration of calls, and the Service Level Agreement and Target Service Level desired. |
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Destination CATI module |
This is the module that is to be launched on the interviewer's screen when the call is transferred to the interviewer. |
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Search capability on incoming call arriving |
This option enables interviewers to search for and choose the appropriate case (record) in the project database when the data passed by the incoming call cannot do it automatically. The search fields presented in the interviewer's pop-up window are determined in the CATI module. See Voxco Agent - Inbound Calls for an example of the pop-up window. |
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The variables list enable the contents of variables in the IVR script to be copied into variables (questions) in the specified CATI module's questionnaire (see above). To be able to pass data from an IVR script to a CATI module, the respective variables must have the exactly the same name. The Add button adds a line to the variable list. You must type in the variable name, hence you must know what it is. The Delete button allows you to remove the currently selected variable from the list. |
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Monitoring |
NA |
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Project sound file format |
The files are WAV or VOX. |
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On-hold sound file |
The sound file that is to be played to the respondent while waiting in the ACD queue. The file must exist in the VOX directory on the Pronto. The file will be played repeatedly until the respondent is no longer in the queue. |
Users must be assigned to an ACD module; if no users are assigned, there is no way that the calls in the ACD queue can be routed to an interviewer.
