Call Center Services (ACD): Frequently Asked Questions (FAQ)
Welcome to the Penn Call Center Services general questions and answers section. If you do not find your answer here, please send an email to firstname.lastname@example.org. We will answer your question and add it to the FAQ.
Does our department need to use a specific phone model to answer ACD calls?
The ACD system is flexible; you can answer calls using a PennNet phone, a single line set, or a cell phone. Determining the set right for your department's needs is part of the requirements gathering and implementation process.
My agents are scattered throughout the building; how can I tell who is answering the phone?
There are several tools available: Using the .Net client ACD, agents and supervisors can see the status of other agents in real-time. Agents can check to make sure someone is logged in and available to answer calls before they head out to lunch. In addition, supervisors can take advantage of the extra monitoring tools that come with the Supervisor client. The Supervisor client can be configured to provide an alert when too few agents are logged into the queue.
Some of my staff is located in another building; can they be connected to the departmental ACD system?
Since the ACD system is housed and maintained centrally by ISC, an agent can be located anywhere on campus. Most agents need a PennNet connection and a phone to answer calls; others need only a telephone.
Can a caller reach a specific agent without going through the department's queue?
There are several options: Callers can reach agents directly by dialing an extension number or by using the telephone keypad to spell the agent's name; other agents may need a campus telephone that is not answered by the ACD. ISC consults directly with your department to discuss requirements and offers customized solutions that meet your needs.
Do I have to record all of the announcements for my department?
You can if y ou like, or you can ask ISC to record the announcements. Remember, it is best to use the same voice for all announcements for consistency.
It's snowing outside, and the office will be opening late; can I change the announcement temporarily from home to advise callers we are opening later today?
Yes! You can turn on a previously recorded inclement weather announcement or record a new announcement from home.
With our old ACD system, before every holiday I had to remember to record a "we are closed in observance of the holiday" announcement. Do I have to do this with the new system?
The good news is that you can record all of your holiday announcements once a year and they will automatically play on the designated date. No more remembering to record the Memorial Day message the Friday before and deleting the message on Tuesday.
Can ISC automatically send me reports about my ACD queue?
Yes, once your ACD queue is operational, ISC can assist you in determining which reports are most valuable to you. ISC can then schedule those reports to run automatically on a daily, weekly, or monthly basis and send them to you electronically.
We never know how many phone calls are in response to a specific office campaign; can the ACD count the number of calls for us?
The ACD system counts the number of inbound calls. Your agents can also use "wrap codes" to categorize calls. This allows for reporting on the volume of different types of calls.