Table of Contents INTRODUCTION... 5 ADMINISTRATION... 6 MANAGING ACD GROUPS... 8

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1 WorldSmart ACD Help

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3 Table of Contents INTRODUCTION... 5 OVERVIEW... 5 WHO CAN CREATE AND MANAGE ACD... 5 ADMINISTRATION... 6 CREATING A NEW GROUP... 6 ASSIGN PHONE NUMBER... 7 MANAGING ACD GROUPS... 8 AGENT INTERFACE Waiting Calls Distribute Calls Based on: CALLER INTERFACE Announcements ACD SUPERVISOR ENABLING SUPERVISORY STATUS DEACTIVATING SUPERVISOR STATUS SOME KNOWN ISSUES QUEUE EMPTY QUEUE OVERFLOW QUEUE OVERFLOW OPTIONS QUEUE TIMEOUT OVERFLOW FILES MUSIC ON HOLD / PROMOTIONS ACD GREETINGS ANNOUNCEMENT FILE ACD USAGE LOGIN MANAGING YOUR VOIC BOX KEYPAD OPTIONS Transfers ACD Call Transfer: Tagging Calls Call Hold VOIC ACD GLOBAL WRAP UP ACD WEB LIVE MONITOR iii

4 WorldSmart ACD Help ACCESSING WORLDSMART ACD WEB LIVE MONITOR Filter by Queue Select Phone for Call Monitoring Full Screen Mode SUPERVISING ACD CALLS SILENT MODE WHISPER MODE BARGE-IN MODE OPTIONS WHILE SUPERVISING ACD CALL RECORDING AD-HOC CALL RECORDING: RANDOM CALL RECORDING: STATIC CALL RECORDING: ACCESSING RECORDED CALLS SUPERVISOR IVR ACCESS SOME SCENARIOS QUEUE REPORTS GROUP AGENT DID CALLER ID ACD CALL DISPOSITION REPORTS MANAGE COMMENTS ADD NEW COMMENT EDIT COMMENT ACD AUTO LOGOUT SETTINGS iv

5 Introduction ACD, or Automatic Call Distribution, is a system whereby calls are distributed within a single AutoAttendant. An ACD group has its own AutoAttendant number. When you create an ACD group, you offer the callers as well as your agents many advantages, such as: In-bound calls can be tracked in real time, ensuring that call handling is at its efficient best. Incoming calls can be distributed to people who are the most suitable to handle them. Callers, when in queue, listen to voice announcements of your choice, about products, services, or simply how long the caller may have to be in queue. Improved customer satisfaction, and a corresponding improvement in your company's image. Users who are assigned either call center or Power suites can be added to ACD group. Communicator and Executive suites can be part of the group if their suites are upgraded by adding ACD feature add on. 10 ACD queues come at free of cost at the account level. Requirement exceeding this should be purchased as add on at the account level. Overview The use of ACD has two aspects: 1. Administration: The WorldSmart Administrator needs to configure ACD groups, manage phone numbers and monitor ACD activity in the account, and so on. 2. Usage: Actual users of ACD need to login to ACD, receive and forward calls, and so on. Who can Create and Manage ACD ACD groups can only be created by the Account Administrator. They can be managed by the Administrator or by a Moderator (a user selected by the Administrator) The Moderator can manage an ACD group in all ways, but cannot create or delete an ACD group. The Moderator also cannot remove agents from an ACD group. Also, skill level settings for users, used in call distribution, cannot be changed by Moderators. Note: A user can be assigned as a Moderator of an ACD group by accessing the Moderator Settings link in the Administrator dashboard. 5

6 WorldSmart ACD Help Administration As the account Administrator you need to first Create ACD Groups and then Manage ACD Groups as required. Creating a new group To create an ACD group, click ACD Preference > Add ACD Group in the WorldSmart Administrator dashboard. This displays the following screen: Enter a name for the new ACD group in the field Group Name. Enter an Address for the new ACD group in the Address field. This ID will be used whenever an or a voic is sent for the entire group. Select a moderator from the drop down list. Check the voic alert box in case you want the group to receive voic to group address. Enter a Mailbox Password for the new ACD group. With this code, one can reach the ACD group using the AutoAttendant. 6

7 Disaster Phone Number: Enter a PSTN phone number such as a home or mobile phone number to which you would want all calls to your account to be diverted when a disaster (such as an outage or a network failure) occurs. From the list of users displayed select the users who are to be a part of the new ACD group. To add a user to the new group, select the user from the list and click Add. Enable Voic Broadcast: Selecting this check box will enable the Add with Broadcast option, create a voic distribution list for the group. Users added with broadcast feature will receive a copy of all new group voic s in their personal voic box too. Please Refer WorldSmart Administrator Help for more details on Voic Broadcast. Note: Users using WorldSmart Pro and WorldSmart Office service plans cannot be a member of an ACD group. Click Save. A new ACD group as specified by you is created. Tip: To add many users to a group simultaneously, hold down the Control key (Ctrl), select users as desired, and click Add. Assign Phone Number You can make your ACD groups accessible in two ways: you can either make an ACD group a part of the main AutoAttendant (in which case callers who wish to speak to agents in an ACD group will be routed through the main AutoAttendant), or you can assign a Local Area Number or a Toll Free Number to an ACD group (in which case callers will be able to reach an ACD group directly, using this number.) To assign a phone number to an ACD group, click the link Assign Phone Number from the ACD home page. The following screen is displayed: Use the arrow buttons to select State, Code, and Phone Number as required, and click Get Phone Number. 7

8 WorldSmart ACD Help Managing ACD Groups To manage ACD groups, click the ACD preferences tab. This displays the ACD groups screen as shown below: All current ACD groups are displayed alphabetically here. Each ACD group has a separate settings box. The letters from A to Z at the top enable you to navigate to an ACD group conveniently based on its name. You can view ACD agents and also see whether they are logged into their ACD groups by using the User Status link. Click the link User Status against the group for which you wish to view user details. A new window opens which displays all agents of that particular group. The red colored button indicates that the agents are not logged into ACD system. While agents who are logged in has a green colored button against them. The screen is shown below: To view the details of each group click View. This displays the image shown below: 8

9 The options here are divided into the following sections and subsections: Agent Interface -- Waiting Calls -- Distribute Calls Based on -- ACD Record Settings Caller Interface -- Announcements 9

10 WorldSmart ACD Help Queue -- Empty Queue Overflow -- Queue Overflow Options -- Queue Timeout Overflow Files -- Music on Hold / Promotions -- ACD Greetings -- Announcement File Agent Interface The Agent Interface has two sections: Waiting Calls Distribute Calls based on Waiting Calls In this section you can specify various ways of controlling the flow of incoming calls. Maximum Number of Waiting Calls In the text box against this field, specify the maximum number of waiting calls that you would like to allow. When all agents in an ACD group are busy, the maximum number of calls that can be kept waiting depends on your settings here. If the number of people calling the group exceeds this limit, all additional calls are routed based on the settings in the Queue option explained below. 10

11 Wrap-up Time It is usually necessary to allow an agent a break between one call and the next, so that the call just ended can be "wrapped-up," i.e., necessary information about the call can be noted by the agent. When you specify Wrap-up Time for an ACD group, each agent within that group is given a break between calls according to the period specified by you. To specify a wrap-up time for the ACD group, enter the time period as desired in the text box against the Wrap-up Time field. Call Redistribution Time To specify how long a call can go unanswered before it is forwarded to another agent, enter the appropriate number of seconds in this field. Distribute Calls Based on: Incoming calls for an ACD group can be routed in various ways. Ring All This setting routes calls to all available agents in the group simultaneously. Next Available (Round Robin) This feature ensures a fair and even distribution of work. When two or more agents are available, an incoming call is routed to one of them. When another call comes in, if the same set of agents is free to take calls, this setting ensures that the call goes to another agent, and not the one who took the first call. Longest Idle Time When this option is selected, an incoming call is routed to the agent who has been "idle" (i.e., without a call) longest. Fewest Calls Using this option, you can route calls for an ACD group in such a way that an agent who has taken the fewest calls at any given point gets the next call. Random To distribute calls to an ACD group randomly, select this option. Round Robin Memory In this option, call distribution is according to the same basic pattern as Round Robin. However, here the AutoAttendant remembers recent call distribution and customizes the round robin feature accordingly. 11

12 WorldSmart ACD Help For instance, according to Round Robin, if a call is not answered by agent A, it will next go to agent B. The next call, in plain round robin, will go to Agent B. But in Round Robin Memory, the next call will go to Agent C instead, as agent B has already taken a call, out of turn. Skill Based Routing To route calls to agents based on their level of skill, select this option. The skills level of users who are members of ACD groups can be specified on a scale of one to ten separately for each ACD group that they belong to in the Edit Users screen under the Users tab of the WorldSmart Administrator Dashboard. To specify how calls should be distributed within an ACD group, click the radio button against options as desired. Caller Interface The Caller Interface offers options for announcements such as: Announcements 12 Announce Position in Queue Enable this option to activate the IVR if you would like callers to know their position in the queue of incoming calls yet to be connected. Announce Voic Enable this option to allow your customers who are waiting to be connected to an ACD agent, to leave a voic for the group. With this option, a customer, instead of having to wait indefinitely to be connected, can leave a voic for the group, so that you effectively miss no calls at all. Announce Record Enable this option to activate the IVR that will let your callers know that their calls may be recorded.

13 Announce ACD Greeting Enabled Enable this option to play a welcome greeting to callers. Announcement Frequency Specify here with what frequency you would like the caller's position in queue, the estimated hold time to be announced. Enter the number of seconds you would like to elapse before an announcement is made. Announcements are then repeated according to the schedule specified here. Queue Timeout Specifies the maximum duration for which a call should wait, when all agents in the ACD group are busy. Separate queue timeout settings can be specified for each ACD group. The minimum acceptable duration for Queue Timeout is 30 seconds, while the maximum is seconds, or 10 hours. Priority Level ACD groups can be assigned priorities. There are three levels for this: High, Medium and Low. Accordingly, the way calls coming for various groups are treated changes. These settings come into effect only when agents who belong to multiple ACD groups with varying levels of priority are logged in. Here is a simple scenario that illustrates the way these settings function: If an agent who belongs to three ACD groups --Billing, Sales and Support is logged into the ACD, and if the three groups have priority ratings of High, Medium and Low respectively; a call for the high priority group will be sent to the agent first. In the meantime, other calls are kept waiting and sent to agent in order of priority. After a certain time, a low priority call is "upgraded" to a medium priority call, and then eventually to a high priority call. This ensures that while high priority calls reach agents first, no calls remain in queue indefinitely in spite of the priority level assigned to the various ACD groups in your account. ACD Supervisor ACD Supervisor feature enable efficient management of ACD queues within an account. The supervisor features of WorldSmart ACD are primarily aimed for the convenience of people who supervise the functioning of ACD in their organization - team leads, operations managers in call centers, and quality control executives are among the number of people who will benefit greatly from the new features being added to ACD. In a typical ACD scenario, the supervisor is assigned specific privileges to monitor calls of agents within an ACD Queue. Some of the privileges include: listening to telephony conversations between an agent 13

14 WorldSmart ACD Help and the customers, joining in the conversation, and recording the conversation. In WorldSmart, users within an ACD queue can be assigned as supervisors, so that they can get access to the privileges described in this document, The Account Administrator has the privilege to activate this option for agents from the Administrator dashboard. Enabling Supervisory Status To assign a supervisor to an ACD queue, click ACD Preferences > ACD Supervisor on the Admin dashboard. In the new page, select the queue from the pull down window. This displays the screen shown below: On this page, agents who have supervisory privilege are displayed in red, while other agents are displayed in black. Check the Supervisor box against the agent for whom you want to activate the supervisor status. Check the relevant control features for the selected supervisor and click on Save. Agents who have the option enabled for them will be able to access the privilege from the ACD Live Monitor in the WorldSmart Messenger. For all active calls, supervisors can enable those monitoring options enabled for them by right-clicking on the agent who is on active call. There are three supervisory modes: 1. Silent 2. Whisper 3. Barge-in 14

15 Deactivating Supervisor Status To deactivate supervisor status of any agents, click ACD Preferences > ACD Supervisor on the administrator dashboard. Select the ACD Queue from the pull down list and un-check the Supervisor box placed against the particular supervisor as highlighted in the image below: Click Save to confirm the deactivation. Some Known Issues Removing a Supervisor from the ACD Queue will not disable supervisory mode of that particular supervisor if he is logged in at the time of making the change. The change will only be reflected after the concerned supervisor logged out and log in again. Removing an agent from an ACD Queue will not be reflected if the particular agent is logged in at the time of making the change. The change will be implemented only when the agent log out and log in again. However, in this case supervisors have the privilege to forcefully log out the particular agent. 15

16 WorldSmart ACD Help Queue There are three ways of handling Queue overflows: Empty Queue Overflow Queue Overflow Options Queue Timeout Overflow Empty Queue Overflow A call can be overflowed when there are no agents logged into the ACD group. Calls that are overflowed can be treated in three different ways: 1. New Queue (another ACD group) 2. DID 3. Voic (of the ACD group) Select the appropriate option and specify the DID or ACD group as necessary with the help of the drop down menus provided. Using the Add option next to the Select Phone Number drop down menu, you can also add a custom number. 16

17 This custom number can be any local or international phone number of your choice, whether a number purchased through WorldSmart, a mobile number, or a landline number. Accordingly, overflowed calls will be sent to the number specified here. Queue Overflow Options A call can be overflowed when all agents in an ACD group are busy and the Queue timeout period is used up. Calls that are overflowed can be treated in three different ways: 1. New Queue (another ACD group) 2. DID 3. Voic (of the ACD group) Select the appropriate option and specify the DID or ACD group as necessary with the help of the drop down menus provided. Using the Add option next to the Select Phone Number drop down menu, you can also add a custom number. This custom number can be any local or international phone number of your choice, whether a number purchased through WorldSmart, a mobile number, or a landline number. Accordingly, overflowed calls will be sent to the number specified here. Queue Timeout Overflow A call can be overflowed when the number of waiting calls exceeds the maximum number of waiting calls for an ACD group. Calls that are overflowed can be treated in three different ways: 1. New Queue (another ACD group) 2. DID 3. Voic (of the ACD group) Select the appropriate option and specify the DID or ACD group as necessary with the help of the drop down menus provided. Using the Add option next to the Select Phone Number drop down menu, you can also add a custom number. 17

18 WorldSmart ACD Help This custom number can be any local or international phone number of your choice, whether a number purchased through WorldSmart, a mobile number, or a landline number. Accordingly, overflowed calls will be sent to the number specified here. Files Music on Hold/Promotions files, ACD Greetings, and Announcement files can be uploaded from this section. Music on Hold / Promotions Click on the arrow button in the field Select Music File to see which custom messages are available. Select the desired greeting file from the drop-down menu displayed and click Save to activate the use of that particular message. To use a new message, click the link Upload Your Custom Greeting. ACD Greetings Here you can specify the file that will function as the auto-attendant for the selected ACD group. This is the custom greeting message for the ACD group. 18

19 Announcement File Upload a file here that will briefly announce to an agent the name of the queue from which a call is being routed. Enter the address and name of the file that is to be used as a message in the field provided, or click Browse to search for the file. If you click Browse, the Choose File screen is displayed, using which you can specify the name and location of the file to be used as a greeting. Select the file as desired and click Send. The custom message selected by you is added to the list of available greetings. Click on the arrow button, select the message / music file just uploaded and click Save. This custom message will now be heard by all callers in queue. NOTE: The files to be used for Music on Hold / Promotions must be in.wav file format. ACD usage Login To log into your ACD, dial When prompted, enter your Agent Number and Password. (Agent Number is the same as your WorldSmart AutoAttendant extension). After the next prompt, enter your password followed by the # key. (Password is the same as your voic PIN) Press 2 to log out. When valid code and password are used, you get the "Agent logged in" message. 19

20 WorldSmart ACD Help Managing your voic box You can record Unavailable or Busy message of up to 5 minutes. Voic capacity: -- The voic capacity for a user is The voic capacity for a group is Voic duration for a user and a group is 2 minutes If the number of voic s in your voic box reaches the maximum limit, this does not stop new voic s from reaching you. However, as soon as a new voic arrives, the oldest voic in your voic box gets deleted automatically. Keypad Options A user belonging to an ACD group needs to login to the ACD. After logging in, the can perform the following operations: Transfers An agent can transfer a call to another user whether ACD agent or not, by pressing #1#, and entering the agent's extension number followed by #. Press #2# followed by extension to transfer a call to voic . ACD Call Transfer: ACD calls can also be transferred by pressing the transfer button followed by the DID or phone number of the third party. Tagging Calls To tag an important call so that it can be traced easily afterwards, press #5#, followed by a tag number of up to six digits. If the tag number you have entered is below six digits, press #. Your Administrator can search for tagged calls in ACD reports, and conveniently find important calls for any period. NOTE: This facility works only if all ACD calls for the group are being recorded Call Hold A WorldSmart agent can keep the caller on hold. The caller will hear music during the hold period, and the agent can resume call later. This music is the same as the Music on Hold used in the company s AutoAttendant. 20

21 Voic Voic messages for ACD groups are sent to the ID associated with the group. The Account Administrator can access voic s for ACD Groups by going to the Reporting tab on the Administrator dashboard. These voice mails can also be accessed by any member of the group by dialing from any phone. To use this facility, dial If you are calling from a PSTN phone, first dial your main AutoAttendant number and then dial When prompted, enter the Mailbox Extension of your group followed by #. Next, enter the Group Mailbox Password followed by #. NOTE: Your Account Administrator, who assigns a mailbox extension and a password to your ACD group, should be able to provide you both. ACD Global Wrap Up ACD Global wrap up feature enables closing of all open ACD groups on particular day(s) or date(s) automatically. The administrator can enable this setting for all ACD groups by creating a predefine masks for the groups. This setting may be enabled when there would be no agents available on that particular day or date. To set this wrap up feature, click on ACD Preferences > ACD Wrap Up. The setting could be enabled as recurring if the wrap up is meant for particular day or dates for every week or year. The account administrator can set wrap up time for all ACD Queues within the account. Based on the wrap up setting, callers trying to reach the particular queue during that set time/date/day would be routed to the selected greeting. To set wrap up time for ACD queues, click on ACD Preferences > ACD Wrap Up and fill/select the necessary information. 21

22 WorldSmart ACD Help Wrap up time can either be set by date or day or also can be time specific. In both cases, select the greeting file to be played when calls hit the group extension. Select the time zone, and specify the effective dates if the setting is enabled by date or select the day if the setting is enabled for a particular day. Check the recurring option if the mask setting is to be followed for certain day every week or a particular date(s) every year. The setting enabled here will over write the usual group setting for the particular date or day. However, after playing the selected greeting, the call will be routed based on the setting enabled in Empty Queue Over Flow Section. To set this click on ACD Preferences. Click on the view link against the particular group and edit the empty queue overflow section. Click on the Edit link in Queue over flow option. 22

23 Change the setting according to your preference in the new page. ACD Web Live Monitor WorldSmart ACD Web Live Monitor is a powerful web application that helps WorldSmart Administrators and Agents to keep track of ACD call traffic in real time. The new flash-based web live monitor will enable users to access the ACD Live Monitor using a web browser from any internet connected computer. Please note: The Web Live Monitor is flash-based. To view the Web Live Monitor, you need to install the latest version of flash player on your computer. The web live Monitor can only be accessed by privileged users - the account Manager, users (for instance, team leaders), or as specified by the Account Manager. Accessing WorldSmart ACD Web Live Monitor The ACD web live monitor can be accessed from the WorldSmart IM, user Dashboard, or using a web browser. From WorldSmart IM: To access the live monitor from the WorldSmart IM: 23

24 WorldSmart ACD Help Click Start on the IM menu Click on the ACD Web Live Monitor as shown below: From the Dashboard: To log in to the messenger on the web, users need to login to their dashboard using a web browser. The WorldSmart User Dashboard has an updated link to the Web Live Monitor on the top left-hand corner of the home page as shown in the following image: Please note: The Web Live Monitor link is displayed only for users having ACD privileges. The ACD Web Live monitor will open in a separate internet browser window as shown in the following image: 24

25 By default, the ACD monitor displays all ACD agents, Waiting Calls, and Active Calls in a single page as displayed in the above image. To view each sections separately, click the relevant tab as displayed in the following image: 25

26 WorldSmart ACD Help The Live Monitor is divided into three sections: ACD Agents Waiting Calls Active Calls Missed Calls ACD Agents: This section displays the following information: 1. The names of the agents who are logged into ACD. 2. The name of the group an agent belongs to. 3. The duration each of the agents has been logged in. 4. Supervised call display. 5. Call Recording information. Waiting Calls: This section displays the following information: 1. The serial number of the waiting call. 2. The number from which a caller is calling. 3. The duration for which the call has been waiting. 4. The name of the group to which the call has been routed. Active Calls: This section displays the following information: 1. The serial number of an ongoing call. 2. The name of the agent who is engaged in a call. 3. The number from which a caller is calling. 4. The duration for which the call has lasted. 26

27 5. The name of the group to which the call has been routed. Missed Calls: The missed calls section is exclusively for supervisors. Clicking this tab displays all incoming call which did not successfully connect, were abandoned, or overflowed to another specified destination. The following information is displayed in this section: 1. The serial number of the call 2. The number from which a caller is received. 3. The name of the group to which the call was routed. 4. The status of the call - whether it was abandoned or overflowed to another destination. 5. The destination to which the call was overflowed. 6. The time and date on which the call was received. From this tab, supervisors can specify the number of missed calls you would like to view by selecting the appropriate option from the View Last drop-down list. To download the list of missed calls as an excel sheet, click the appropriate option from the Download drop-down list. From the drop-down menu, you can download calls based on the selection from View Last button, or within a specific time-frame by selecting the Select Duration option. Filter by Queue The Filter by Queue option enables you view the Live Monitor based on the ACD groups created under the account. To view agents by their groups, click the Filter by Queue drop-down and select the appropriate ACD queue: 27

28 WorldSmart ACD Help Select Phone for Call Monitoring The Select Phone option helps supervisor to specify through which phone they would like to use for call monitoring. To select a phone for monitoring, click the Select Phone drop-down and select the appropriate ACD queue: After selecting a phone type from the list, the call will ring on the selected phone when the supervisor tries to monitor an active ACD call. Please note: By default, the selected phone type is Softphone. 28

29 Full Screen Mode To view the ACD live Monitor in full screen mode, click the Full-screen view icon at the top-right corner of the screen as shown below: Press ESC on your keyboard to switch to normal view. Supervising ACD Calls The Call supervising feature is helpful for quality assurance purposes as it allows the supervisors to randomly check on any ongoing ACD call. There are three ways to supervise calls of ACD agents: Silent Mode: In this mode, the supervisor to listen in on an active ACD call, without either the caller or the agent knowing about it. Whisper Mode: In this mode, supervisors can listen to the conversation of any agent and intervene the call on the agent's side. Barge-in Mode: In this mode, the supervisor is inducted as the third participant in the call loop. The supervisory mode activated for an agent is displayed besides the particular agent name under the ACD Agents section. 1. Silent Mode This mode allows the supervisor to listen in on an active ACD call, without either the caller or the agent knowing about it. For quality assurance purposes, this can be a useful feature, as it allows the supervisors to randomly check on any ongoing ACD call. To activate this facility for an agent, you need to right-click on the name of the agent from the ACD Live Monitor active call window, and select the Silent Mode, as shown below: 29

30 WorldSmart ACD Help This will connect you to the conversation. To monitor another agent's call, choose any of the users engaged in an active call, and monitor their call silently. 2. Whisper Mode In whisper mode, you can listen to the conversation of any of the agents in the queue and also intervene in the call on the agent's side. To activate this mode, right-click on the agent on the ACD live monitor, (active call section) and select the Whisper mode from the drop-down options displayed. You can whisper to the agent, and the customer will not hear this exchange. 30

31 You can now whisper to the agent, without the caller hearing the exchange. To switch to another supervising mode, click against the name of the agent and select the preferred mode. 31

32 WorldSmart ACD Help 3. Barge-In Mode In barge-in mode you will be inducted as the third participant in the call loop. To activate this mode, right click on the name of the agent and select the barge in mode from the drop down options displayed. Please Note: Before connecting you to the call, an announcement will be played to the agent and the called party that a supervisor is joining the call. After this you will be connected to the call. To opt out of the loop, simply hang up the phone. 32

33 Options while Supervising Supervisors have the choice to dynamically switch from one mode to the another mode without necessarily hanging up the phone. Press 1 to switch to Silent Mode. Press 2 to switch to Whisper Mode. Press 3 to switch to Barge-in Mode. ACD Call Recording Call Recording: Supervisors assigned with the privilege to record calls will have call recording preference. Recording can be enabled from the WorldSmart Messenger ACD Live Monitor interface. There are three types of call recording: Ad-hoc call recording Random Call Recording Static Call Recording The Ad-hoc Call Recording can only be initiated only for an active call for any of the agents. Random and Static recording option can be preset for any agent. Except Ad-Hoc, the activated recording mode activated for an agent is displayed besides the particular agent name under the ACD Agents section. Please Note: Accounts should have at least 1GB storage to allow supervisors record ACD inbound calls. If your account does not have the required storage and the supervisor tries to initiate call recording, an alert displays stating that the account does not have the required storage space for recording. Please contact your account administrator for more details. 33

34 WorldSmart ACD Help 1. Ad-hoc call recording: In this recording type, you can record active live calls of any agent at anytime. To record the call in this mode: Click on the name of the agent under the Active Calls section. Select the Ad-Hoc call recording option as shown below: The recording will automatically end when the call is terminated by any of the parties. Ad hoc recording can be initiated only when there is an active call for any of the agents. Random and static recording option can be preset for any of the logged in agents. 34

35 2. Random call recording: In random recording option, you need to set a ratio of how many calls need to be recorded. To set the recording ratio: Click on the agent for whom you want to record calls. Select the recording mode as Random. Specify the ratio for recording and click on OK. The system will follow the ratio set here at the time of recording calls of this particular agent. This displays a dialog box as displayed below: 35

36 WorldSmart ACD Help Enter the number of calls to be recorded out of the total specified calls. Click OK to proceed, or Cancel to go back without any changes. The system will now follow the ratio set here while randomly recording calls of this particular agent. Please note: The system accepts values only from 1 to 100. An alert is displayed if users enter values is not within 1 to Static call Recording: In static recording, you have to define the time frame for when calls of a specific agent should be recorded. The set the time period for call recording: Click on the particular agent on the ACD Web Live Monitor window. Select the recording option as Static. 36

37 This displays a dialog box with a calendar as shown below: Specify the Start date and time by clicking the appropriate date on the calendar and time just below it, and click Done. Then, click the second calendar icon and repeat the step to enter the End time. Click Done to see the changes in the corresponding text-box. Click OK to save this setting for the specified ACD agent. Please note: System shows an error message if the end time value is lesser than the Start time value. If a call is currently being recorded, a blinking icon displays against the specific call in the Active Call section of the monitor, as highlighted in the following image: 37

38 WorldSmart ACD Help Accessing Recorded Calls Recorded calls of agents can be accessed and downloaded only from the administrator dashboard from ACD Preferences > Queue Reports. In the Queue reports page select the Agent option, select the duration from the window calendar and select the agent and click on Go. You can download or listen to recorded calls by clicking on the number of calls in the table. You also have the option to check recorded calls based on agent, DID, Group or Caller ID. In the Queue Reports page, define your search command, by clicking on either Group, Agent, DID, or Caller ID Specify the dates for which you want to view recorded calls and click on Go. The prompt will display the image shown below: In the new page, click on the displayed number under handled calls section. Recorded calls will be displayed with the download link enabled as shown in the image below: Clicking on the Download link will prompt the administrator to either Save, Run or Cancel. Click the Save button to save the recording or Run to listen to the recording. Based on requirement recorded calls may be mailed to the concerned supervisors for assessment or validation of the recording. 38

39 You can delete any of the recorded files by checking the Delete box and clicking on Delete. Note: Files once deleted cannot be retrieved. Thus, it is important to SAVE the recording if you want to store it for any future reference. Supervisor IVR Access Without being logged into WorldSmart IM, supervisors can activate supervisory privileges either from WorldSmart registered phone or any PSTN numbers. To connect from a PSTN number, you need to dial the IVR number and dial 9997 and follow the IVR instruction. To connect from a WorldSmart registered phone you need to dial 9997 and follow the IVR instruction. Supervisory call flow is shown in the image below: The figure provided above is the IVR flow for accessing ACD from WorldSmart registered or other analogue phones. Supervisors have the privilege to dynamically log in and log out agents in real time. At 39

40 WorldSmart ACD Help the time of activating supervisor mode, if an agent is already being supervised by other supervisor the system will deny the privilege. Some Scenarios 1. When recording and call monitoring options are enabled at the same time for an agent,by default the call recording mode will be set as default and you need to select the call monitoring option. 2. While trying to dynamically log out an agent, if the particular agent is on active call, an IVR prompt will warn the Supervisor that the agent is on call. The supervisor can either press 1 to log out the agent or 2 to opt out. Even if the agent is forcefully logged out, the call would not be disconnected. 3. While supervising, you can dynamically switch supervisory mode without hanging up the phone. Press 1 to switch to Silent Mode, 2 to Whisper Mode and 3 to Barge-in Mode. 4. If recording mode is selected as 'random' call ratio should be entered separated by the * sign. (Example: To record 2 calls out of 10 calls, enter the command as 2*10.) 5. To log out from the supervisory mode, simply hang up the call. Queue Reports To view the Queue Reports page, click the Queue Reports link under ACD Preferences tab. This section contains information about all the calls, answered calls, abandoned calls, Average Hold time, percentage of answered and unanswered calls based on days for a specific ACD group. You can view the reports based on the following options: Group Agent DID Caller ID 40

41 Group If you wish to view the queue details group wise, click Group. The page will reload and display the image as shown below: Use the arrow buttons to select From and To dates. Select a group from the Select drop-down list. Click Go. This displays the group's queue details. Agent If you wish to view the queue details agent wise, click Agent. This will display the image as shown below: Use the arrow buttons to select From and To dates. Select the agent whose queue details you wish to view from the drop-down list. Click Go. This will display the page containing all the queue details of the agent you selected. The administrator can download, listen and delete recorded calls of agents from the displayed page. Refer ACD Call Recording section for downloading, listening or deleting recorded files. 41

42 WorldSmart ACD Help DID You can also check the queue details of each DID (phone number) assigned to ACD groups. to do this, click DID. This displays the image shown below: Use the arrow buttons to select From and To dates. Select the phone number for which you wish to view detail report from the Select drop-down list. Click Go. Caller ID You can also check the queue details based on caller IDs. To do this, click Caller ID. This displays the screen shown below: Use the arrow buttons to select From and To dates Check the Need Summary box to view detail information of the phone number Enter the phone number (caller ID) for which you wish to view call details Click Go to view the result. This displays the complete call activity of the phone number for the selected duration. ACD Call Disposition Automatic Call Distribution (ACD) call disposition feature enables ACD agents to add a note or comment to any calls made or received through their WorldSmart Softphone. Adding comments to the calls will help businesses to track customer issues based on the comments and work toward resolving the issue. The account administrator can add or manage comments from the administrator dashboard. When ACD agents receive calls on their softphone, a new page will open up wherein the agent can enter the caller's information and add a disposition comment to the call. 42

43 To get started with the ACD Call Disposition feature, click the ACD Disposition link under the ACD Preferences tab as shown in the following image: For the first time you access, the system will display the following alert: Click the Activate ACD Call Disposition link to activate the feature. For ACD Call Disposition to work, you need to set Call Disposition comments, which the users can check when handling ACD calls. Once you click the link, the default call disposition report will be automatically set for the user. You can remove or add call disposition comments anytime. On clicking the Activate ACD Call Disposition link, the following page is displayed. This page has two sections Reports Manage Comments By default, the reports page is displayed. Reports The reports page contains the record of all ACD call disposition report. From this page, you can view or download the disposition report for any ACD agent under the account: Select the From and To date Select the agent for whose disposition report you want to view Click Go This displays the call disposition report for the selected agent ID for the dates specified by you, as shown in the following image: 43

44 WorldSmart ACD Help To download the call disposition report (in xls. format), click the Download link as shown in the following image: Manage Comments To manage ACD call disposition comments, click the Manage Comment link on the ACD Disposition page as displayed in the following image: This displays a page similar to the following image: This page displays the default comments provided by WorldSmart. The administrator can edit or delete any default comment. 44

45 Add new comment To add a new disposition comment, enter the comment and click Add as shown in the following image: The account administrator can restore the default comments at any given time. To do so, click the Restore Default Comments link at the end of the page. Edit comment To edit a comment, select the check-box against the comment you want to edit. Click the Edit button for the specific comment. This displays a page as displayed in the following image: 45

46 WorldSmart ACD Help Make the necessary changes to the comment and click the Save button Click to restore the original comment Click to delete a comment Please refer WorldSmart User Help for setting the call disposition feature for users. ACD Auto Logout Settings This feature enables the account administrator to set an automatic logout time for ACD agents under the account. On setting the log out time, agents will be automatically logged out of the ACD system as per the time specified for each agent. Please note: If an agent is on an active call at the log-out time set by the administrator, the call will not be disconnected. However, the agent will not receive new calls after the log-out time. To set an agent's log out time, click the ACD Auto Logout Settings link under ACD Preferences tab on the administrator dashboard: If the auto log out time has not been set for any ACD agent under the account, clicking the ACD Auto Logout Settings link will display a page similar to the following image: To select auto log-out time for ACD agents: Select the user from the Agent ID drop-down list. The Agent ID drop-down list displays all ACD agent under your account Set the log out time in hours and minutes Select your time zone from the drop down list Click Save On clicking Save, the ACD agent for whom you have just set the log out time will be displayed on the same page as shown in the following image: 46

47 To set the log out time for an agent, click the Edit button against the specific agent. Clicking the edit button will make the fields editable for the specific agent, as shown in the following image: Select the time and time-zone for the agent and click. Click to restore the previous setting. Click to delete the logout settings for an agent. 47

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