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Creating a new ACD group number
9 min
The ACD group number is used, for example, as a direct number to the company's customer service. The customer service number can be linked to, among others:
• Time control
• Announcement
• Queueing and queue music
• Call routing based on agent skill level
• IVR menus
• Callback
Both user profiles (Basic and Multi) can log into the customer service group. You can find video instructions for creating a customer service group here.
Creating a ACD group number
- Log in to the VIP Plus admin portal
- Select "Organization setup" from the menu on the left.
NOTE! If you do not see "Settings" in the menu, first select "Expert View" and then "Settings" from the upper right corner. - Select “Call distribution groups”
- Click "Add Call distribution" in the top right corner.
General Tab - Type = Call distribution
- Name = Enter a descriptive name for the customer service number.
- Billing ID = select if necessary. The billing ID is the billing connection for the VIP Plus service, from which calls routed outside the VIP Plus service (e.g., overflow to a third-party phone number) are billed.
- Group number = Select a number from the dropdown. If numbers are not available, submit a service request in the My Telia for business portal or contact Telia business customer service.
Tip! VIP Plus service has numbers starting with 8 (numbers between 8000-8099), which you can use for testing. These numbers cannot be called from outside the VIP service; only VIP users within the organization can call numbers starting with 8 directly. You can use these to test call routing. - Exclude number from search: Select this if the number should be hidden from users in the VIP Plus service contact list.
- Allow for number presentation: If selected, members of the customer service group can display the customer service group number when making outbound calls (caller ID).
- What number to show when recieving a call from a group? Defines which number the customer service group member sees when a call arrives on a mobile device. On the desktop phone, both the caller and the answer group's number are displayed.
a. Group number
b. Caller*
*Add a prefix or suffix to incoming numbers
Add a prefix or suffix to the phone number to identify which group the call is coming from. This is useful when a user who belongs to several groups answers a call on their mobile device. A prefix or suffix can be, for example, 1*, so the displayed number would be 1*020457623 (prefix) or 020457623*1 (suffix).
We recommend using a suffix instead of a prefix. The phone number is saved with the prefix or suffix in the call history, so when calling back from the call history, the prefix or suffix must be removed for the call to connect correctly. In the mobile app's call log, the caller's number is saved without the prefix or suffix, so using the mobile app is recommended when prefixes or suffixes are in use.
Queue settings tab
While in queue - Maximum wait time. How long are calls queued?
a. Unlimited = No maximum queue time
b. Specified = Set a maximum queue time - When call has been waiting too long. Select from the dropdown where the call is routed when the maximum is reached.
- When no agents are available. Select from the dropdown where the call is routed when no agents are available.
- Number of distribution attempts. How many times an agent is tried before the call is forwarded.
- Number of distribution attempts. Set the maximum amount of calls made to agent before forwarding the call.
Overflow when call arrives - Maximum number of calls in the queue at the same time. When the specified value is reached, the next call entering the queue will be overflowed directly forward according to the specifications below.
- Maximum wait time. A call is forwarded when a new call arrives and another call in the queue has already reached the specified maximum queuing time.
- When threshold is reached. Where a call is routed when the number of simultaneous calls in the queue or the maximum queuing time is reached.
Members Tab
Note: This section is divided into Members and Settings sub tabs.
Members sub tab - Add members to the group.
- Assign Supervisors if needed; they can log members in/out of the ACD group and see real-time data on incoming calls, queue times, etc.
- Distribute by priority or Distribute by skill.
Distribute by priority, call distribution to agents from the group are made from the bottom of the.
Distribute by skill. use skill-based routing for call distribution. Agents with the highest skill, number 1, will always receive the call from the group when available. The default skill level is 3.
Settings sub tab - Should attendant's presence state affect the distribution of calls. = If selected, calls will not be routed to the agent if they have a red activity status, even if logged into the answer group.
- Which devices are used by agent.
On which devices do customer service group calls ring. If multiple are selected, devices ring simultaneously. Due to network delays, the call may not ring at the exact same moment on all devices.
a. Desktop phone (Win/Mac)
b. Mobile
c. IP phone
d. External PBX = Not in use - Call time per agent/member. How many seconds until the call is distributed to another agent.
- Number of concurrent agents being called. How many devices ring at the same time? = 1, then only one rings at a time; 2, then two at the same time, etc.
- Minimum resting time after call. If not set and there are calls in the queue, the next call will immediately reach the agent. You can set wrap-up time (e.g., 20 seconds). Even if calls are in the queue, they will only go to the agent after the set wrap-up time. When wrap-up time is set, the agent can pause themselves if they need more time to log the call.
- Maximum number of missed calls. After how many missed calls is the agent/member logged out. For example, if set to two, the agent is automatically logged out after missing two calls. Useful if the agent forgets to set their availability status as busy.
Voiceprompts tab
You can use existing announcements or create new ones here by clicking "Create New Announcement." See detailed instructions for creating announcements. -
What caller hears, when call is placed in queue? = Select the appropriate announcement as needed (e.g., Customer Service congestion announcement).
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What the caller hears while waiting? = Select the appropriate announcement as needed (e.g., Music 1).
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What progress notification will the caller hear? = Select as needed (e.g., "Still in queue" announcement).
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Progress play interval = If set to 0, notification is not played.
-
Play ringing during distribution = If selected, the caller hears an alert when the call is connected to the agent. If the alert (ringback) is not played, the caller might be surprised when the call is suddenly answered.
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Play queue position = select if you want the caller to be told their queue number.
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Play the estimated wait time = select if you want the caller to be told the estimated wait time. The estimated time is based on queue statistics and the current number of calls in the queue. With small numbers, the statistics may not be very reliable but are still indicative.
Callback Tab -
Callback enabled = If selected, callback is enabled and you can configure the settings.
Callback settings -
Callback timeout = Set how many seconds the callback attempt will ring to the requester before the unanswered callback attempt is returned to the queue. If set to zero (0), callback is not enabled.
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Callback retries = Set how many callback attempts are made for the customer's callback request. If set to zero (0), callback is not enabled.
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Callback validity time = Set how long the callback is valid. If set to zero (0), callback is not enabled.
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Callback metadata = Set the text shown to the answer group member during a callback call, so that they know the caller requested a callback.
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Played prompt for attendant = Select the announcement played to the group member when the callback call arrives.
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Played prompt for caller = What the caller should hear when being offered a callback: Select the announcement to be played when callback is offered. Leave blank to use the default announcement.
Callback starting -
When the queue has been open for = Enter in minutes how long after opening the answer group callback is offered. If set to zero (0), callbacks are allowed immediately after the group opens. Maximum value is 1440 minutes (24 * 60 min).
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Offer callback when more than this number of calls are waiting in queue = The number of calls required in the queue before the callback option is offered. Disabled if set to zero (0).
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The longest waiting call has waited for = Longest queue time in minutes for offering callback. Callback is not enabled if set to zero (0).
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Estimated waiting time exceeded = Current estimated queue time in minutes for offering callback. Callback is not enabled if set to zero (0).
Callback closing -
When the queue is closing in = Minutes before the group closes when callbacks are no longer possible. If set to zero (0), callbacks are allowed until the group closes.
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Finally, click "Save."
The answer group is now ready and always open.