Automatic Call Distribution (ACD)
Aspire Software Manual Features ◆117
●Emergency Call
If an ACD Agent needs assistance with a caller, they can place an Emergency Call to their
ACD Group Supervisor. Once the supervisor answers the Emergency Call, they automatically
monitor both the ACD Agent and the caller. If the agent needs assistance, the supervisor can
join in the conversation. Emergency Call can be a big help to inexperienced ACD Agents that
need technical advise or assistance with a difficult caller. The supervisor can easily listen to
the conversation and then “jump in” if the situation gets out of hand.
●Enhanced DSS Operation
A programmed extension user can use their DSS Console to monitor the status of the ACD
Agents within a group. The DSS Console is an essential tool for supervisors. The console key
flash rates tell the supervisor at a glance which of the group’s agents are:
- Logged onto the group (i.e., in service)
- Logged out of the group (i.e., out of service)
- Busy on a call
- Placing an Emergency Call to the supervisor
- Not available or installed
The ACD Supervisor can also use their console for placing and transferring calls - just like
any other extension user.
●Flexible Time Schedules
An ACD Work Schedule lets you divide a day into segments (called Work Periods) for sched-
uling the activity in your ACD Groups. You can set up four distinct Work Schedules, with up
to eight Work Periods in each Work Schedule. Each day of the week has one Work Schedule,
but different days can share the same schedule. For example, your Monday through Friday
Work Schedule could consist of only two Work Periods. Work Period 1 could be from 8:00
AM to 5:00 PM - when your business is open. Work Period 2 could be from 5:00 PM to 8:00
AM - which covers those times when your business is closed.
●Headset Operation (With Automatic Answer)
An ACD Agent or ACD Group Supervisor can utilize a customer-provided headset in place of
the handset. The headset conveniently frees up the user’s hands for other work and provides
privacy while on the call. In addition, an ACD Agent with a headset can have Automatic
Answer. This allows an agent busy on a call to automatically connect to the next waiting call
when they hang up.
●Incoming Call Routing
Incoming trunk calls can automatically route to specific ACD Groups. These types of calls
ring directly into the ACD Group without being transferred by a co-worker or the Automated
Attendant.