How to setup ACD

Introduction

ACD

ACD(Automatic Call Distribution System) is a special call center service that transfers the incoming call to the specific group of terminals or agents based on the users’ need.

Advantage

1.High efficiency:
ACD have significant impact on improving the work efficiency of call center when it is compared with typical hot line system, auto answer system, call recording system or other call centers.

2.Easy to use:
ACD key supports fast log in and log out, and we can also change the status of ACD (Available/Unavailable) very easily.

Pre-requisite

First of all, the device needs to be allocated with a BroadSoft account before ACD can be used; a working Linekey is also required. After you finish setting, the softkey2 will change to “Login” and the default ACD status will be Logout.

Configuration on BroadSoft

Create a new call center

1. Login to the BroadSoft server with administrator account provided by BroadSoft, and then go to the path Group - Call Control on the left hand side menu.

2.Click Add Premium.

You can also choose Basic - Standard call center on the web page.


3. Fill in the call center ID and other information on the web page then click OK button.

Configure ACD for agent

1. After successfully logging in the BroadSoft server, go to the path Group - User - Call Control on the left hand side menu.

2. Then click the Call Centers to get into the ACD configuration page.

3. Configure the ACD function on the web page then press OK or Apply button to save the change.

Configuration on Akuvox IP Phone

Configure ACD via web interface

1. Register BroadSoft account on the IP Phone. Login to the IP phone website, go to the path Account - Basic, and then fill in BroadSoft account information.

2. Configure ACD key on web page: Login to the IP phone websiteand go to the path Phone - Key/Display, choose ACD from the drop-down list of type for “Line Key” or “Soft key” and also associate the correspond account and other information in the right hand side of the table.

Configure ACD via Akuvox IP phone

On the device, go to the path Menu - Features - Programmable Keys - Linekey (or DSS key), configure the key as ACD type then press Save button. Once you finish up setting, you will see the Login icon on the softkey 2 after go back to the home page.

Only one ACD DSS key can be configured on each device. If there exists more than one ACD DSS key, the previous ACD DSS key will be replaced by the current one.

Setup auto available timer for ACD

Login to the website and go to the path Phone - Call Feature. Change ACD auto available field to Enabled. In the next field, you can also set ACD available timer from 0 to 180s. When the ACD available timer expires, the ACD status will change from unavailable to available.

Users can also set the subscription period for ACD account, which indicates how often you want the device to update ACD data from server. Login to the website and go to the path Account - Advanced (choose the corresponded BroadSoft account), set ACD expire value from 1800 to 65535s (Default value is 1800).

ACD Usage

After finishing the ACD configuration, press softkey 2 (Login) to login the ACD system. Agent or administrator can also change the ACD status to decide whether to deal with the assigned call from ACD server.

If the ACD is available, the DSS Key(Linekey) LED is always on. If the ACD is unavailable, the corresponding Key LED will flicker.

Change the ACD status

After you login to the ACD, press the ACD line key to access the ACD interface. At that time the softkey 1 change to “Back”, softkey 3 is “Avail”, softkey 4 is “Log Out”. You can use softkey 3 to change the ACD status, there are two kinds of status (available and unavailable). The ACD status indicates whether the server will assign the incoming call to the agent.

ACD subscription

When ACD is available, the device will subscribe the account message on the server. If you capture the SIP data packets between the device and server, you can see the following subscription message:


Testing Scenario

Device A register a BroadSoft account with 2404984721, Linekey1 is ACD type.

Device B register a BroadSoft account with 2404984722, Linekey1 is ACD type.

Device C register a BroadSoft account with 2404984723.

Device B register a BroadSoft account with 2404984724.

Both A and B are available

After setting set up the ACD line key, Device “C” calls 4728, device A rings and device “B” does not. When “A” answers the call, the ACD line key light is always on. When “A” is talking, “D” calls 4728, device “B” rings (“A” is still talking, there is no incoming call prompt from “D”). However, “B” can answer the call from “D” without any problem.

Both A and B are unavailable

“A” and “B” are unavailable, both “A” and “B”’s ACD line key lights flicker. When “C” calls 4728, neither “A” or “B” rings.

A: Available B: Unavailable

The device “A”’s ACD line key keep flashing the green light but device “B”’s ACD line key flicker. When “C” call 4728, device “A” rings and “B” does not. When “A” picks up the call, the light is still on. During the conversation, “D” calls 4728, both “A” and “B” keep silent.

A: Unavailable B: Available

The device “B”’s ACD Linekey keep flashing the green light but device “A”’s ACD line key flicker. When “C” call 4728, device “B” rings and “A” does not. When “B” picks up the call, the light is still on. During the conversation, “D” calls 4728, both “A” and “B” keep silent.

Both A and B are available

When “A” and “B” are talking on the phone line, “A” presses Trans to call 4728, device “B” will ring and the call should be answered without any problem. When “A” presses the Trans again, “B” and “C” can talk on the phone line. When “A” are talking with “C”, “A” presses New key to call 4728, device “B” will ring and the call can be answered without problem. After “A “press Conf key, the three way conference can be set up without problem.