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Client Setup Questions

When clients show interest in pursing an Automated Call Distribution (ACD) service, the following questionnaire assists the client with crucial decision points that help design their department's call flow based on their input. The client's input results in the design of the ACD Specification template sheet that both the Client Consultant refers to and submits for activation by the Systems Engineering group on the ACD system of the telephone switch.

  1. eACD group name
    • What is your department name?
  2. Number
    • What is the number that will be called to reach the ACD group?
  3. Number of Agents/Stations
    • How many total agents (designated answering staff) will be logging in?
    • How many phones/stations will be needed?
  4. Ring Length (redirect on no answer)
    • What is the total number of rings to an available agent before the call is redirected back to the queue?
  5. After Hours, Holidays, No Agents Staffed, Meeting and Emergency Routing
    • Where should calls be routed to for each of these conditions?
  6. Queue Max Time
    • What is the maximum number of seconds a call should wait on queue?
    • Do you want calls to go to voicemail?
  7. After Call Work Time
    • Will there be a time delay between the end of an ACD call to the next call presented to an agent? If yes, how many seconds?
  8. Announcement cycle
    • What will callers hear when they are on queue and what is the sequence of the intervals? ex. Generic announcement, 60 seconds music, custom announcement, 60 seconds music, etc.
  9. Line of Business
    • Will the agent track type of calls? If yes, you are responsible for creating your own list of categories identified as a 3 digit number.
  10. Supervisor
    • Will there be a designated supervisor set that will monitor calls?
Last modified March 14, 2018