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<TITLE>Need to get * configured as an ACD</TITLE>
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<P><FONT SIZE=2 FACE="Arial">I'm looking for someone who could configure an * server as an ACD.</FONT>
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<P><FONT SIZE=2 FACE="Arial">I'm imaging this could be done remotely, as long as we make the server visible on the Internet.</FONT>
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<P><FONT SIZE=2 FACE="Arial">I think the functions we require are fairly standard, but just to be sure I'll list them.</FONT>
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<P><FONT SIZE=2 FACE="Arial">1. Incoming calls (from the public network) will hit an auto-attendant, and get the usual options of dialling an extension directly, punching a number for customer service, or just doing nothing and getting connected to customer service after a delay.</FONT></P>
<P><FONT SIZE=2 FACE="Arial">2. Customer service is a group of a variable number of people, 0, 1, or N, who have "Logged in" and made themselves available as members of the group.</FONT></P>
<P><FONT SIZE=2 FACE="Arial">3. Calls coming to the group will be immediately directed to one of the group if one is available. If none is available, but at least one is logged in, the customer will be put on hold after an announcement, given background music, and passed to an agent as soon as one becomes available.</FONT></P>
<P><FONT SIZE=2 FACE="Arial">4. If no one is logged in, customer service calls will go immediately to a single voice mail location.</FONT>
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<P><FONT SIZE=2 FACE="Arial">5. Customers on hold will be given a periodic option to go to voice mail.</FONT>
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<P><FONT SIZE=2 FACE="Arial">6. The choice of which of the free agents will get an incoming call will be configurable via rules. Maybe each agent will be given a priority number, and the highest available priority number will get all calls while they are available. If multiple free agents have the same priority number, they will get calls on a round robin basis. We can be somewhat flexible on how this is done, but basically we will have some people whose job it is to answer phones, and others who will act as backup if all others are busy.</FONT></P>
<P><FONT SIZE=2 FACE="Arial">7. Might be nice if, when a call is passed to an agent, and that agent does not answer, the agent is removed from the "available" list (e.g if they forgot to log out)</FONT></P>
<P><FONT SIZE=2 FACE="Arial">8. We would also like to have some statistics - who has answered calls and when - average duration - etc.</FONT>
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<P><FONT SIZE=2 FACE="Arial">9. Be nice to figure out a way to have a way of interogating the server to find out how many agents are logged in, how many are busy, etc. We might use this to drive an annunciator, or to populate a "Control Panel" web page.</FONT></P>
<P><FONT SIZE=2 FACE="Arial">There are probably other functions that someone would think necessary if they have worked with an ACD, but this is a start.</FONT></P>
<P><FONT SIZE=2 FACE="Arial">10. The rest of the extensions will have individual voice mails and some standard PBX features - e.g. transfer - but nothing exotic.</FONT></P>
<P><FONT SIZE=2 FACE="Arial"> </FONT>
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