《Using Premium Automatic Call》.pdf

Feature Profile 76179 Using Premium Automatic Call Distribution for Call Centers Feature-synchronized Automatic Call Distribution (ACD) enables organizations to manage a large number of phone calls on an individual basis. ACD enables use of your Polycom phones in a call center role by automatically directing incoming calls to available persons, or agents. The ACD feature is available on Polycom phones as either a Standard or a Premium service. As of Polycom UC Software 4.0.2, Polycom has made two enhancements to the Premium ACD service available on Polycom phones. These enhancements, explained next, apply to SoundPoint IP 450, 550, 560, 650, and 670 desktop phones configured with the BroadSoft BroadWorks R17 platform. Web Info: Understanding the ACD Feature If you are not familiar with the ACD feature, Polycom recommends reading Feature Profile 57216: Using Feature Synchronized Automatic Call Distribution, as this document builds on information presented there. The Premium ACD service has been enhanced in two ways: • Hoteling This enhancement enables agents to use any available host phone by logging in with agent credentials. After logging in, agents have access to their guest profile and ACD settings on the host phone. The Hoteling enhancement is independent of the ACD feature, meaning agents can use Hoteling whether the Premium ACD feature is enabled or disabled. • Queue Status Notification This enhancement lets agents view the queue status for a call center so agents can adjust their call response according to the queue status. Agents can use this capability only if the Premium ACD feature is enabled. These enhancements, explained in more detail in the following sections, improve ACD functionality for call center operations by enabling your organization to improve management of incoming calls and better organize you