BusinessPhone Communication Platform 6.0
Facilities

## ACD-Call Codes

## Definition

Call codes are codes dialled by the agent when completing an ACD-call and are sent to the external PC-based Call Centre Supervisor. The agent can also enter more than one call code for characterizing the call if required. These codes are checked and stored in the CCS-system and used for further statistical purposes.

It is also possible to define that the ACD-agent has to enter a call code for non-ACD calls during pause state.

## Use

A call code is a 1-5 digit arbitrary number that is entered after a call has been concluded and during the clerical time, in order to identify incoming calls. If necessary and independent of whether on agent telephone has a clerical key programmed or not, one or several call codes can be entered during clerical state.

The call code can be entered via the agent telephone or using PES applications.

To be able to use the stated call codes, a connection of a PC-based CCS program to the PBX is required.

Statistics are obtained concerning the various types of calls – stored as call codes – during a certain time period. For example, for a travel agency it is possible to see how many calls resulted in purchases and how many were merely inquiries.

## Operation

In this case the system has to be programmed to accept call codes. Additionally it is possible to program whether multiple call codes are allowed or not.

There are three ways to terminate an ACD-call with call codes:

- Fixed (automatic) clerical time without clerical key
- Fixed (automatic) clerical time with clerical key
- Flexible (manual) clerical time with clerical key

### Termination of an ACD-call (call code required)

#### Fixed clerical time without clerical key but with call codes

1. Replacing the handset or pressing Clear.

During the programmed clerical time the agent has to enter a valid call code.

1. Dial the 1-5 digit code on the key pad.
2. Press #

If programmed, the system asks for the next call code (if programmed):

1. Enter next call code and press # or press only # to complete call code procedure

After the fixed clerical time has elapsed, the agent will be ready to accept new ACD-calls.

#### Fixed clerical time with clerical key and call codes

1. Replacing the handset or pressing Clear.

- The lamp associated with the clerical key flashes slowly.

1. Press the clerical key to start the call code entering procedure.

The system will ask for a call code:

1. Dial the 1-5 digit code on the key pad.
2. Press #

The system asks for the next call code - if programmed:

1. Enter next call code and press # or press only # to complete call code procedure.

- The lamp associated with the clerical key is on and glows steadily.

There are now two ways to terminate the clerical procedure. The Agent can wait until the fixed clerical time has elapsed or the ongoing clerical time can be terminated by pressing the clerical key.

In both cases the clerical key light extinguishes and a queued call (if one exists) is presented immediately.

#### Flexible clerical time with clerical key and call codes

1. Replacing the handset or pressing Clear.

- The lamp associated with the clerical key flashes slowly.

1. Press the clerical key to start the call code entering procedure.

The system will ask for a call code:

1. Dial the 1-5 digit code on the key pad.
2. Press #

The system asks for the next call code - if programmed:

1. Enter the next call code and press # or press only # to complete the call code procedure .

- The lamp associated with the clerical key is on and glows steadily.

When the agent is ready to take new calls, she/he presses the clerical key again.

The light extinguishes and any queued call is presented immediately.

### Display clerical time

It is possible to specify that the clerical time be displayed in each of the three procedures described above by programming (see Display clerical time).

#### Call codes in connection with Call Centre Supervisor (CCS)

CCS contains a list of a maximum of 100.000 free programmable call codes, and the entered code is compared with this list. If the entered call code is not listed in CCS, the agent receives an error tone and the call code entering procedure starts once again.

#### Deleting the last entered digit

As long as the entered call code is not confirmed with the Enter-or “#”-key, the last entered digit can be deleted by pressing the “-” key.

#### Monitoring of Timeouts

It can be programmed, if monitoring of the number of timeouts should be executed.

Monitoring number of timeouts is only considered if a fixed clerical time is programmed (command 3820 = value > 0) and call codes are required (command 3822 = YES).

##### Monitoring of timeouts is not programmed

If the fixed clerical time expires but no call code has been entered or completed, a TIMEOUT message will be displayed for two seconds and the clerical time will be restarted.

If at least one valid call code has already been entered, the agent goes active again.

##### Monitoring of timeouts is programmed

If a programmable number of timeouts is exceeded, the ACD-agent will be logged out automatically if no valid call code is entered.

### Call Codes for non ACD calls

Non-ACD traffic handled by an extension programmed as an ACD-agent position can be supervised and logged by entering call codes for non-ACD calls.

If it is programmed, the ACD-agent has to enter a call code after disconnection of an outgoing external non ACD call. Entering call codes for non-ACD calls is only possible in ACD-agent state “pause”.

Clerical time is unavailable in this case.

### Personal Efficiency System (PES)

The clerical time-and call code-procedure can also be executed via PES or CTI.

## Capacity

Up to 100.000 (0-99999) call codes can be used in conjunction with the CCS-system.

## Limitation

Call codes are handled only if an ACD-MS application is running.

If a call code is required (command 3820 = YES) and the programmed fixed clerical time is less than five seconds, the clerical time will be set to 5 seconds automatically (per default).

Entering call codes for non-ADC calls is only possible in ACD-agent state “pause”.

Entering of multiple call codes for non-ACD calls is not possible.

Deleting of the last entered digit for call codes for non-ACD calls is not possible.

No clerical time is used after entering a call code for a non-ACD call.

A maximum of three attempts to enter a call code for non-ACD calls are possible.

## Programming

3822 |  | Call code after terminated call

3828 |  | Enter multiple call code in clerical state allowed?

3829 |  | Number of timeouts before logout

3711 |  | Non ACD callcode request?

## Equipment

In order to have access to following functions, the proper licensing concept has be used, see Facility Description – General (155 34-ASB 150 02 Uen), chapter ASB150 02 Licensing.

- multiple call codes (command 3828)
- Display clerical time (command 3712)
- number of timeouts (command 3829)
- End fix clerical time by pressing the clerical key (command 3830)

Revision: L © Ericsson Enterprise 2004