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Hosted Voice Product TrainingAutomatic Call Distributor (ACD)

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Agenda

1. Resource Center

2. Logging in

3. Main Screen

4. Search Calls

5. Download Reports

6. Queue’s

7. Queue Calls

8. Monitor

9. Whisper

10.Call History

11.Monitor Agents

12.Monitor Queue’s

13.Help

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Resource Centerhttp://www.earthlinkbusiness.com/hostedvoice

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Log In

Go to: https://acd.voip.elnk.us Open up a web browser

Then enter the following:

User Name– Provided by EarthLink Business

Password– Provided by EarthLink Business

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Receiving Your Login Password

After having the ACD platform active:After having the ACD platform active:

in order to get your initial password for logging into the ACD platform, you MUST do the following:

1.Press the ACD button then dial *password (*72779673) on your phone

2.The ACD line will be busied out.

•The system states “your password has been changed, thank you” and disconnects

1.Within five minutes, the system will call the user back and will provide an automated response with the user passcode to get into the web portal

3.The system will provide a 10 digit number that will be used on initial login. It will continue to read this out to the user until the call is disconnected by the user

•Once logged in, the user can reset the password to something that is more logical to them

1.At the reset request an email is sent to the email addresses we have on file for all of the supervisors alerting them that the agent has reset their password

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Main Screen

1. Ready / Busy - Determines if YOU are ready or busy to accept the next routed call.

2. Agents Name- 1. Displays who is logged into the system. 2. Ability to logout. 3. Ability to change the login password.

3. Location – Displays the location in which you are assigned to.

1 2 3

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Search Calls

Search Calls – Gives the Supervisor the ability to search for queue calls

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Search Calls

Start & End Date - Dates to search between

Unique ID – EarthLink Tracking ID

ANI – Phone number of caller

Abandoned – Was the call abandoned?

Call Type – What was the call type? Recorded DID Call, Outbound or Queue Call

Agent Name – Agents name

Queue Name – Name of queue

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Search Calls - Results

Call ID – Unique EarthLink ID

Unique ID – Unique EarthLink ID

Recording – Link to listen to a recorded call

Status – Status of call (Completed / Abandoned)

Call Date – Date of call

Agent Answer Time – Time agent answered callRelease Time – Time call TerminatedRelease Side – Who ended the call

Abandoned – Was the call abandoned?Hold Time – How long was the customer holding?Talk Time – Length of call with agentLocation – ID for locationDestination – Outbound calling # - or- Queue numberTransferred – Number if call was transferredANI – Phone number of caller

Agents Name– Agents name

Queue Name – Name of queue

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Download Reports

Download Reports – Gives the Supervisor the ability to run reports instantly

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Download Reports

Type of Report – Choose which report you want to download

Location – Choose which location you want to download the report for (if multiple locations apply).

Start Date – Enter a start date

End Date – Enter a end date

Get Report – Runs report for selected data

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Queue Report

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Agent Report

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Queues

Queues – Gives the Supervisor the ability to edit the queues they wish to monitor

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Queues

If you have multiple queues, you will be able to choose which you wish to monitor.

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Queue Calls

Call ID – Unique EarthLink identifier

Status – Status of call (Ringing / Answered)

Call Date – Date of call

Agent Answer Time – Time agent answered call

Hold Time – Length of call holding (in seconds)

Talk Time – Time agent has been talking (in seconds)

ANI – Calling parties number

DNIS – Queue NumberAgents Name – Name of Agent Queue Name – Name of queue

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Monitor Button

• Click on the call you wish to “Monitor”

• Click the ”Monitor” button• The supervisor’s phone will ring• When the supervisor answers the phone, they will be able to

listen to the agents/customer’s call

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• Click on the call you wish to “Whisper”

• Click the ”Whisper” button• The supervisor’s phone will ring• When the supervisor answers the phone, they will be able to

talk to the agent.

Whisper Button

• REMEMEBER: The customer will NOTNOT be able to hear the supervisor speaking, but if the agent answers back, the customer WILLWILL be able to hear that side of the conversation.

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Call History

• When you select a call, then click “History”:• Displayed will be the routing history path the call has followed until answered.

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My Agents – Monitored / All Agents

Ability to view all the agents within the queue - or - Select only the agents you wish to monitor.

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My Agents - Queues

Ability to view all queue’s - or - Select only the queue you wish to monitor.

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My Agents – Monitor More Agents

Ability to choose only the agents you wish to monitor.

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My Agents – Monitor More Agents

• Click on the agent(s) you wish to add to the monitor section

• Click on the “Add & Close” button to apply

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My Agents – “Make Busy”

• Select an agent you want to make their status “Busy”

• Click on “Make Busy” button

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My Agents – “Make Ready”

• Select an agent you want to make their status “Ready”

• Click on “Make Ready” button

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My Agents – “Edit”

• Select an agent you want to edit

• Click on “edit” button

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My Agents – “Agent Details”

Ability to change the email address for the selected agent

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My Agents – “Queue Assignment”

Ability to change the priority level for the selected agent

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My Agents – “Remove from Monitored”

• Select an agent you want to remove

• Click on “Remove From Monitor” button

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My Agents – “Busy/Ready Log”

• Select an agent you want to run the report for

• Click on “Busy/Ready Log” button

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My Agents – “Busy/Ready Log”

• Input the search criteria

• Click on the "Search” button

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My Agents

Agent Name – Name of Agent

Extension– Agents ACD number

Last Call – Date of last call

Phone Status – Will display “Phone Error” until agent has answered their 1st queue call

Web Status – Is the agent logged into the ACD web site

Paused –Status for calls (Ready or Busy)Calls Today – Number of calls today

Missed Today – Number of calls missed today

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For any questions or additional help, visit

http://www.earthlinkbusiness.com/hostedvoice

- or - Contact our Customer Care Specialists @

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