Tips:
Getting more from your phone

ACD (This feature not on IVX 20 or IVX 20 Plus.)

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. When a caller selects “Service” at the auto attendant, he will be routed to the longest idle tech. If all techs are busy, he’ll be played 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 the queue will periodically hear the second prompt such as: “Please continue to hold, a tech 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.

A programmable key can be created for “Service” to allow transferring of callers to the department. Tell the caller, “I’ll transfer you to our tech 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.

Back to top

Back to Tips table of contents

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, they must list the stations that you are allowed to observe. To perform service observing, dial 5 6 1 (or 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 are monitoring a personal call. Local and state laws should be checked before using this feature.