When an agent is unavailable, the ACD can play an announcement when the caller queues and keep the caller informed with a prerecorded message. With the optional NVM-Series Voice Mail installed, the caller can continue to wait or escape to another group, mailbox, or to the operator. Pretty basic stuff. Agents can log in or out of the system at any station. The ACD can also be programmed to give agents a predetermined time between calls to complete paperwork.
Agents can request supervisory help at the touch of a button.
Whenever the number of calls waiting exceeds a preset threshold, the ACD feature alerts a designated supervisor. When used with LCD phones, agents and managers have instant access to the number of calls waiting in queue for a group. When connected to the Toshiba MIS system, users can also receive online status displays and historical reports. Discovery ACDLite lets supervisors view agents' real-time activities and primarily monitor calls in queue to assure prompt and efficient call routing. Customizable screens allow the supervisor to monitor calls or personnel with a single mouse click.