- ACD in general
- Create ACD agents
- Define ACD skills
- Configure Not Ready Reasons
- Edit ACD profile
- Integrate ACD into routing
- ACD API
1. ACD in general
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.
2. Create ACD agents
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.
3. Define ACD skills
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).
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.
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.
The individual parameters of the Default ACD agent profile are described in the following table:
|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.||–|
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.
7. ACD API
The TENIOS ACD has a standardized interface that enables it to be controlled via API. Possible functions include
- the query of the ready status
- the change of the ready status
- the extension of the Wrap-up status
- the Silent Monitoring function
- the Callback function