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ACD Settings

On this page you find detailed information about the setup and the integration of the ACD functionality of TENIOS:
  1. ACD in general
  2. Create ACD agents
  3. Define ACD skills
  4. Configure Not Ready Reasons
  5. Edit ACD profile
  6. Integrate ACD into routing
  7. ACD API

ACD allgemein

1. ACD in general

The TENIOS ACD makes it possible to integrate intelligent call distribution into your call routing. Use our ACD for a rule-based distribution of incoming calls according to call volume, time of day or skills of your contact center agents.
The settings for your ACD can be configured via the TENIOS Customer portal. There, individual settings can be made and agent and skill profiles can be created. The integration of the ACD functionality into the desired routing plan is also done via our portal.

ACD Agenten

2. Create ACD agents

In order to use the ACD, the user profiles of the agents must first be created. This is done in the menu item “Cloud PBX”. Here you can now add new Cloud PBX users via the button:

Cloud-PBX User

A window opens where you can edit the Cloud PBX user. Here in addition to the user and Cloud PBX settings you have the option to edit the Cloud ACD details:

 

Here, the allowed destinations and the status of the agent are defined. Later, the created skills can also be assigned to the corresponding users here (see point 3). If your selected destination is the “SIP/Browser Phone”, you can activate the individual agents at https://pbx.tenios.com. The status changes to “available” and calls can be answered via Browser Phone.

 
In addition to the BrowserPhone, softphones such as Zoiper or hardphones such as SNOM can also be used for telephony. External phones must be configured in advance according to the configuration data. >> How the configuration works.

ACD Skills

3. Define ACD skills

What are ACD skills?

The “ACD Skills” block allows you to assign incoming calls to the agent with the most appropriate skills. New skills can be created by clicking the “Add ACD Skills” button.

For configuration please open the tab ACD skills within the category “Cloud-PBX”:

 

 

Here you have the following possibilities:

  • Naming the abilities
  • Adding a description and
  • Assigning them to the appropriate agents.

 

Skills can be assigned both here and in the Cloud PBX user profile (see point 2).

ACD nichtbereit

4. Configure Not Ready Reasons

To differentiate the agent status in non ready mode more precisely, Not Ready Reasons can be defined. You can find out how to configure these here.

ACD profil

5. Edit ACD profile

Within the “ General Settings Tab“, the Default ACD agent profile can be configured. This profile contains several parameters to adjust the ACD behaviour and to integrate the ACD into your system.

ACD Callback

 

The individual parameters of the Default ACD agent profile are described in the following table:

The following parameters are related to calls which cannot be sucessfully originated to an agent. As a result, the agent will be automatically set to “not ready” by the system after x failed attempts. This is to prevent repeated attempts to call an agent even if there is obviously a problem putting the calls through.The following parameters are related to callback URLs which can be called by the platform when certain ACD events occur. For now this is implemented only for the case when agents are set automatically to “not ready” by the system, but this might be extended in future versions.

 

 

Parameter Description Default value
Max. ring time (s) The maximum ring time in seconds when dialing an agent before selecting the next agent. 20 sec
Post processing time (s) The post processing or wrapup time in seconds after an ACD call was hungup. During this time the agent can’t get new ACD calls. This time can also be extended by an agent. 10 sec
Timeout for desired skills (s) After this timeout, agents who do not have the required skills are also selected. This parameter should be set depending on the requirements of whether a call should be connected to an agent with the best competence or as quickly as possible. 90 sec
On repeated busy The number of call attempts to an agent which end with the status “busy”, before the agent is set automatically to “not ready” by the system. 2
On repeated no answer The number of call attempts to an agent which end with the status “no answer”, e.g. the agent does not pick up the call, before the agent is set automatically to “not ready” by the system. 2
On repeated error The number of call attempts to an agent which end with the an general error status, before the agent is set automatically to “not ready” by the system. 2
ACD callback URL The URL which should be called when an ACD events occurs. This should be a proper HTTPS URL pointing to your application. –
ACD callback access key The access key will be sent along with all requests. This should be checked in your application to validate and authorize the requests. –

 

 
After an agent has been switched to the “Not Ready” state by the system, the agent has to switch its own state back to “Ready” so that calls can be delivered to this agent again.

ACD Routing

6. Integrate ACD into routing

To integrate the ACD skills into your routing, click on the menu item “Number routing” in the TENIOS customer portal and open the edit mode. First, click on “ACD Skill” in the dropdown menu and select the skill. The ACD block is activated in the next step.

 

 

More information concerning the ACD block within the number routing please visit “Edit number routing“.

ACD API

7. ACD API

The TENIOS ACD has a standardized interface that enables it to be controlled via API. Possible functions include

Technical details about the ACD API can be found here.

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