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Advanced Training: Admin

Inbound ACD

The ACD (Automatic Call Distribution) Manager lets Sysadmins set the parameters for their various ACD routes. The most common uses of the ACD Manager are to create inbound toll-free routes, routes using LocalPresence™ numbers, and the patent-pending ResponsePop lead response technology that lets agents respond instantly by phone to Web-generated leads.


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Setting up an ACD

The setup menu for an ACD is a single page, but there are a number options for it. Use the table to get a quick breakdown of each field.


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ACD
Setup Field
Description
Name Give your ACD route a good, descriptive name. This can often make a difference for reporting purposes, making it easier to drill down with less confusion.
ACD Type

This important setting determines the basic ACD type. There are four to choose from: Longest Available, Most Ready, Round Robin, and Group Ring.

  • Longest Available - The default setting. Calls are routed to the agent who has been set to "Available" for the longest period of time.
  • Most Ready - Most Ready works similarly to Longest Available, but it prioritizes agents who are connected to the agent leg and not already on an outbound call.

    It gives the call to the agent who:

    1. Is already connected to the Agent Leg
    2. Is not already on an outbound call AND
    3. Has been marked as "Available" the longest.

    These should be the agents who are the best prepared for a call. If no agents meet this criteria, the ACD will drop the first qualification and look for agents who meet qualifications 2 and 3. If there are still no agents meeting this description, it will look for an agent based only on qualification 3.

  • Round Robin - Calls are routed to the agent who has gone the longest without recieving a call, without regard to how long they've been set to "Available."
  • Group Ring - When a call comes into the ACD, all agents immediately get the chance to accept it or ignore it. The first one to accept the call takes it. This is done through an Accept / Ignore dialogue which appears on the agents' dialer panels.
Service Level (in seconds) This number, represented in seconds, represents how quickly inbound agents should respond to incoming calls. The report engine tracks the percentage of inbound calls that get resolved within that service level.
Inbound Numbers Shows the list of currently assigned inbound phone numbers, if any. These will either be toll-free numbers purchased through InsideSales.com, or a block of LocalPresence™ numbers (Local Presence numbers CANNOT be split up into separate ACDs; they must stay together as a block). To add a new number, simply start typing in the field next to the Add Number button, and the database will do a reverse lookup of any available numbers.
 
Once you find the number, click Add Number, and it will appear in the assignment list.
Failover Timeout (in minutes and seconds) Specifies how long a caller will remain on hold while the Inbound dialer attempts to locate an available agent. If no agents are available within this time frame, the call passes to the Failover Number.
If none available, failover immediately

When enabled, this option causes an ACD to go to its failover immediately if no agents are logged in to the ACD and set to the "Available" status. With this setting enabled, the Failover Timeout time is not used.

Check the box to turn it on or uncheck it to turn it off.

Failover Number The number where any failed-over calls for the ACD get sent. This can be any number; it could be another ACD toll-free number, your direct office phone line, or even a personal cell phone number. Choose the most appropriate option that will route traffic for highest success.
Record Call on Failover If a call fails over, this option forces the Inbound dialer to record the call and store the recording in your InsideSales.com system. This can be useful if a failover is being sent to a hunt group, or an inter-office line, and you want to track the conversation.
Intro Message

This selects the Intro Message recording that callers will hear while they wait for an agent to pick up. Intro messages play in their entirety before the caller is routed to an agent through the ACD. Use an Intro Message when the recording is a very important one, such as a legal compliance message that you must ensure has been played for a client before they speak to an agent.

Recordings can be uploaded through the Call Recordings section of the InsideSales tab. For more information on creating call recordings, go to the Lead Response Management (LRM) section of the guide.

Wait Message

This selects the hold message recording that callers will hear while they wait for an agent to pick up. Unlike Intro Messages, a Wait Message does not necessarily play in its entirety. It plays while the caller waits to be connected to an agent and is interrupted once this occurs. Wait Messages are useful for providing the caller with hold music, information about the company, or other messages while they wait for an agent to answer.

Recordings can be uploaded through the Call Recordings section of the InsideSales tab. For more information on creating call recordings, go to the Lead Response Management (LRM) section of the guide.

Loop Wait Message When checked, this option instructs the ACD to loop the message recording back to the caller if it reaches the end of the recording before the call is taken.
Whisper Message When an agent is working multiple ACDs simultaneously, it may not always be readily apparent where a particular inbound call originated. A whisper message is something you would record that will play back in the agent's ear when an inbound call arrives, typically to give them a heads-up about what the call is, which ACD it originated from, etc. The inbound caller never hears the whisper message, only the agent.
Pop Screen Type Designates the record object that the Inbound system will pop up when a call comes in, and more importantly which database it will hunt through to find existing caller ID matches.
Layout Specifies the record layout to use for the Inbound Agent CTI screen pop. Obviously this is based on the Pop Screen Type you selected previously.
Attempt to Find Matching Lead Using Caller ID If you set the object Pop Screen Type to Lead, you have the option of having the system check to see if an inbound caller already has a Lead record in the database. For speed purposes this option is turned off by default (i.e., we assume that for inbound Lead ACDs, callers do not already exist in the database). This option can be very useful if you expect to receive repeat calls from the same people the ACD; just be aware that it does slow down the overall response time, because the system has to do a database check before popping the Lead screen to the agent.
Default Lead Owner Tells the Inbound dialer which user should own the record by default when the call comes in. This will be the name that appears in the Owner field in the pop screen Layout.
Always Create New Lead /
Create New Lead If No Match
This option will vary, depending on whether the Attempt to Find Matching Lead option is selected or not. This is a particularly tricky option, and the logic behind it may not be readily apparent.
 
If this option is not selected, by default the database does not immediately create a record object in the database when a call comes in. Rather, when the screen pops up for the agent, it puts a blank form in front of them, but there is not an actual database object created until the user saves the form.
 
If there are always agents available to take calls, this isn't a big deal—but most organizations can't guarantee 24/7 agent availability. Thus, there will be occasions when an agent isn't available to immediately take a call, and the call will fail over. This is key if you want to use the Call Recording feature to log all of your inbound calls, because the dialer server MUST be able to link a recording to an existing object. If this option isn't selected, then the system doesn't create an object immediately when a call comes in, and there would be nowhere to link the recording.
 
The disadvantage to using this option is that it can create unlabeled objects in the database—there's nothing there but a phone number, and the call recording, and Sysadmins and users will need take the time to keep the database organized. However, ensuring that each call gets recorded is a significant benefit, and many organizations find that using this option more than offsets the extra work to keep the database clean.
Reassign Lead's Owner After Routing This option will automatically switch the owner of a new record from the default owner specified in the ACD, to the agent who actually received the inbound call.
ACD Category This is an optional setting that can be used to group ACDs together for management and reporting.
Attendees / Invite This is how you assign agents access to the ACD route. Press the Invite button to open the dialogue to choose employees and click the box next to the name of the agents you wish to select. You can also select all the employees at once by clicking the check mark in the header above the boxes. When you're done, click Update Attendees
Agent Ring Timeout This sets a timer for how long the system will wait for an available agent to pick up the phone and take an inbound call. If an agent doesn't pick up within the ring timeout, the ACD will move the call down the line to the next available agent. Failing to pick up within the timeout does not reset an agent's place in the call queue.
Agent Accept Timeout This option only applies for agents who do inbound and outbound calling simultaneously (Inbound/Outbound blend). This controls how long an agent has to receive and accept an inbound call if one comes in while working an outbound call. If the agent does not accept within the timeout period, the call moves to the next available agent.
Campaigns This option is used by the dialer during the reverse-lookup process when a call comes in. When selected, the ACD will only search for existing records in the chosen campaigns. This can be helpful in speeding up the reverse lookup process.
Enable Area Code Restrictions

IMPORTANT NOTE: This feature may not appear on your system unless activated by your InsideSales.com representative. If the feature does not appear and you are interested in using it, contact them.

The Limit Inbound Calls to Area Code Groups determines whether or not calls to this ACD are filtered by the Area Code Groups specified on each employee's settings.

Area Code groups can be created at:

Administrative Tab > Manage Area Code Groups > Create Area Code Group

They can be assigned to individual employees at:

Administrative Tab > Manage Employees > View Employees > Employee Name > Edit

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