ACD Options

Use this page to set ACD options for the user.

Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.

Auto-Answer ACD Interactions

Select this check box if you want CIC to automatically connect ACD interactions to an agent's phone. When a interaction alerts on a user's queue, you can use the Alert tool in Interaction Designer to play a tone, a wave file, or both to inform the agent about the incoming interaction. These are called "whisper tones." This is useful if you are using auto-answer but want to warn an agent that another interaction is about to connect to his or her queue. If this box is selected, an agent must be at his or her station to be automatically connected to a interaction.

Clear this check box if you want to alert an agent and not automatically connect the interaction. When the agent's CIC client rings, he or she must manually click the Pickup button or pick up the handset to answer the interaction.

Note: In other CIC applications, the "whisper tones" feature is referred to as "Coach."

Cost

Type a positive number from 1 to 100 to define the cost attribute for this agent. The higher the cost number, the more expensive this agent appears to the ACD processing. If you want to consider employee cost when distributing ACD calls, assign a cost to each ACD agent according to their relative expense in the company or group. Then make analogous changes in the ACDProcessCall tool to increase the weight for Cost. The default value is 0.

Agent Greeting

Select the Enable check box to activate the agent’s greeting ("smile") prompt played for callers at the beginning of every ACD call to this agent. To select a prompt (.wav) file, click the Browse button, navigate to the directory containing the recording, and select a .wav file (for example, \\ICServer\IC\Resources\AgentGreeting_MarkM.wav). See Queue Announcements for more information.

Tip: For more information on ACD processing, see the white paper ACD Processing: CIC's Automatic Communication Distribution and the ACD Processing Technical Reference in the PureConnect Documentation Library.