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ADIX ACD FEATURES The features listed on this page are available when the ADIX ACD softwarepackage is added to the Omega-Phone ADIX, ADIX-M and ADIX-S systems. ACD Group The ACD group is the destination for an incoming ACD call. Each ACDgroup is comprised of ACD agents (up to 150), ACD supervisors (up to 3),a queue and call sequence table(s). A maximum of 60 ACD groups can be defined.Programmable ACD group options include: ACD group access number, groupID for LCD, distinct ring pattern for incoming ACD calls. ACD Group Expansion A second ACD group can be programmed to receive an incoming call thatwas not answered by the primary ACD group after a specified duration. ACD Reporting When ADIX ACD is equipped with the optional LINK Reporting Package,realtime and historical reports can be generated. Agent Answer Priority Routing Agent answering priority levels provide flexibility in the distributionof ACD calls to agents. Each agent is assigned an answering priority levelfrom 1 - 3. Calls are first distributed to the agent with the highest priority.If multiple agents with the same priority level are available, the callis distributed to the longest idle agent within that priority. Agents The ADIX ACD allows for 400 ACD agents with a maximum of 150 activeagents at any given time. An agent can log in to two ACD groups simultaneously.Agents can initiate a help call or emergency help call to the group supervisor. Announcement Messages Each ACD group can be programmed, using the call sequence table, toplay back one or more digitally prerecorded announcement messages to ACDcalls waiting in queue. The call sequence table specifies at what pointin time the desired announcement message will play. Call Forwarding An ACD call in the queue of an ACD group can be forwarded to anotherACD group, a system (PBX) extension, a speed dial destination, or a huntgroup. Call Sequence Table ADIX ACD uses call sequence tables to provide different audible callprogress indications and functional steps to the caller. These boxesdetermine how a call in the ACD group's queue are handled. An ACD group'sactive call sequence table can be changed from an agent or supervisor set.Each call sequence table consists of a number of steps or boxes. Each boxcontains one of the ten available call processing options:
The ADIX ACD can be programmed to delay answering after incoming ringingis detected. This feature is called delay call sequencing and is programmedas part of the call sequence table. The three most common uses for thedelay call sequencing feature are:
The emergency recording/emergency help call feature allows an agentto record an ACD call and alert the ACD group's supervisor simultaneously. Help Call An agent can request supervisor assistance without interrupting a callin progress by pressing the [HELP] key. Longest Idle Agent Routing The ADIX ACD is designed to ensure an equitable distribution of callsamong
the agents in an ACD group by giving each agent within an agent answeringpriority
level an equal number of calls. This is accomplished using thelongest idle
agent routing system of call distribution where, rather thanhunting for
an available agent within an ACD group using a system of scanningby logical
port number, the ADIX ACD tracks the actual work load and divertscalls
to those agents who have
Night Service ADIX ACD will automatically switch the linked call sequence table ofan ACD group from the day mode setting to the and night mode setting. Not Available Mode The not available feature prevents call distribution to an active agentfor an undetermined duration. An agent enters not available mode automaticallyafter logging in, or by pressing the [N/A] button. Priority At the time the ADIX ACD detects incoming ringing on an ACD line, theincoming call is placed in an ACD group's queue and assigned a prioritylevel. The priority level enables an ACD call to be ranked higher or lowerfor answer regardless of time in queue. ACD trunk groups, ADIX system extensions,agent ID codes, and ACD groups (for call sequence table forwarding) caneach be assigned a priority level. ACD calls in queue are answered in theorder of highest assigned priority and time in queue. The system can beprogrammed to change the priority level of a call in queue after a specificduration. Qualification Code Entry An agent can be required to enter a three-digit qualification code thatidentifies the source, type, or result of the last ACD call. Supervisors The ADIX ACD software package allows for thirty supervisors with a maximumof three supervisors per ACD group. The primary purpose of the supervisoris to answer help calls and emergency help calls placed by agents withinthe ACD group. In addition to answering help calls and emergencyhelp calls, supervisor features include queuing indication, agent monitoringcapability, and barge-in capability. Threshold Alert (Queue Indication) When the number of calls waiting in queue exceeds a programmable thresholdlevel, a visual indication is provided through an associated [QUEUEn] keyon the supervisor or agent set, or through an external device connectedto an optional relay contact. Wrap-Up Following an ACD call an agent is given time to complete necessary workbefore becoming active for another ACD call. Wrap-up can be programmedto occur automatically or manually. 
ADIX ACD AGENT AND SUPERVISOR FEATURES
ADIX ACD LINK Reporting Package Overview LINK consists of a state-of-the-art computer, VGA color monitor andsoftware which works in conjunction with ADIX ACD to provide the necessaryinformation to effectively manage a call processing center. The VGA colormonitor can be configured by the user to display, in realtime, ACD groupstatistical information. At the same time, the activity of the ACD Groups,Agents, lines and calls placed and received are stored for printing purposes.Printed reports can be customized to contain the desired information andcan be printed on demand or scheduled to print automatically. LINK Packages LINK is available in the following configurations:
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