ESI ACD Overview and Features

Overview
VIP ACD Agent
VIP ACD Supervisor
Reports
Requirements

ACD Overview

Comprehensive PC-based software application designed around the specific needs of ACD (automatic call distribution) supervisors and agents.
Consists of:
VIP ACD Agent
VIP ACD Supervisor
A robust statistical report package
Both VIP ACD Agent and VIP ACD Supervisor are VIP Professional-compatible.2 This means supervisors and agents have a comprehensive set of productivity-enhancing tools in addition to the specific abilities provided by VIP ACD.
Each VIP ACD application is available in both standalone (SE) and Outlook®-integrated versions.
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VIP ACD Agent

Call Display area — Includes a three-line “LCD” (mirroring the display of the ESI 48-Key Feature Phone) showing current department status, including calls in queue and longest wait time.
Volume control slide bar — Controls volume for handset, headset, or speakerphone.
ACD Departments area — Radio buttons allow easy viewing of any department, and simultaneous logging into or out of up to two departments.
Agent Contact List — Shows color-coded name, number, and current status for each member of the current selected department. Choosing another department causes the list to refresh with data from the selected department. Dial any listed agent by double-clicking the name.
Command buttons — Provide one-click access to commonly used ACD agent functions.
Quick Contact List — Makes it easy to call or e-mail frequently contacted individuals. You can also text-message other system users currently using any VIP Professional-compatible application.2
Contact Lists’ common features — Both the Agent Contact List and Quick Contact List share a simple color-coding scheme that let you determine at a glance the status of a given person, including whether he/she is off-premises.3 Simple mouse-clicks provide instant access to agents.
Text-messaging and unified messaging — For more information on these features shared with VIP Professional, see the VIP details page.
Headset integration — By plugging a headset into the ESI 48-Key Feature Phone, the agent can work hands-free for notetaking or data entry.
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VIP ACD Supervisor

Call Display — Users of VIP ACD Supervisor have access to all VIP Professional call-handling functions.
Shows Caller ID4 data for each message — Just as ESI Phones typically show Caller ID information, VIP displays that information for each message.
Volume control slide bar — Controls volume for handset, headset, or speakerphone.
Command buttons — Provide one-click access to commonly used ACD agent functions.
Quick Contact List — Makes it easy to call or e-mail frequently contacted individuals. You can also text-message other system users currently using any VIP Professional-compatible application.2
Department Details — Provides real-time statistics for the selected department. A drop-down menu lets the supervisor switch to any of up to four departments. Choosing another department automatically refreshes the screen with data from the selection. Data provided for the selected department includes:
Agents — How many agents are logged into the queue.
Answered — How many ACD calls have been “live-answered” by an agent.
Abandoned — How many ACD callers hung up while waiting to be answered.
Queue — How many calls currently are in queue.
Avg Queue — The average amount of time it takes before an ACD call is answered by an agent.
Longest Wait — How long the oldest call in queue has been waiting to be answered.
ACD Calls — How many ACD calls currently are in progress.
Non-ACD Calls — How many non-ACD calls currently are in progress. (Non-ACD calls include any outgoing calls made by an ACD extension, incoming calls not answered via the queue, and calls transferred directly to ACD extensions.)
Service level — The percentage of calls answered within the user-defined service threshold.
Logged In Agents and Logged Out Agents list — Color-coded listings of the names, numbers, and current status for each agent, whether logged in or logged out, in the currently selected department. The Logged In Agents list displays Caller ID4 name and number information for incoming calls.
Single-click department log-in.

Text-messaging and unified messaging — For more information on these features shared with VIP Professional, see the VIP details page.
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Reports

VIP ACD Supervisor has access to the following built-in historical reports, all of which can be viewed, printed, or exported to common desktop applications (such as Excel or Access):

Department
Department Summary
Department Detail
Abandoned Calls
CO Line Summary
Agent
Agent Activity Summary
Agent Detail
Ask your Certified ESI Reseller for more information about these reports, as well as how you can customize your own.5

Requirements

ESI hardware

ESI Communications Server (except ESI-50L), IVX X-Class, or IVX E-Class Generation II.1
ESI 48-Key Feature Phone (Digital or IP).
Highly recommended: Caller ID service from telephone provider. [It’s possible to use this application without CID service, but many of its most compelling features require it.]

Computer system

One of the following operating systems:
For the standalone (SE) version: Microsoft® Windows® XP or Vista6 7
For the Outlook integrated version:
Microsoft Windows 2000, XP, or Vista6 7
Microsoft Outlook as noted:
For the standalone (SE) version (Outlook needed only either to import Outlook contacts or provide TAPI support to Outlook): Outlook 2002, 2003, or 2007
For the Outlook-integrated version (providing full integration): Outlook 2000, 2002, 2003, or 2007
Intel® Pentium® II 400 MHz processor or better
128 MB RAM
25 MB of hard drive free space

 

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