The CSC phone system uses CISCO Finesse as the Automatic Call Distribution (ACD) system for all phone calls. There There are several features to this system including: processing processing calls on a first-in, first-out basis; distributing calls among available telephones; recording the number of phone calls placed to and from the CSC phones; status monitoring by any other phones on the ACD system. In order to use the features of this system, each phone to be used must be logged into the system. This is handled by each Specialist having a unique Agent ID Each phone and / or Specialist has a unique login.
Your ID Logon information will be given to you provided by the CSC Manager. The Leadership. The CSC is a 24x7 operations and phones should be staffed by Specialists at all times between 7:00am and 5:00pm and by Representatives …of the day.
ACD stands for Automatic Caller Distribution. This system takes the calls that come in, and sends them to the agent (that’s you) who has been off the phone for the longest time. If all agents are busy, the caller will be placed in a “queue” and will hear messages that tell them their call will be taken in the order it was received. When all other agents are currently assisting other customers. When an agent finishes a call, the LCD indicator next to “Not Ready” will flash for five secondsthey will have 60 seconds to 'wrap' up the call, giving the agent a chance to write down notes, stretch his/her fingers, and get ready finish documenting the call and prepare for the next call. The The next call in the queue, if there is one, will then ring through at the agent’s phone.
If all agents are logged off, callers customers will hear a different message stating that the office CSC is closed for the day and open again the next morning. It is very important that at least one person be logged in during the hours of operation for the office. If at all times. If you must step away from your phone for a minute, press the “Not Ready” key. Please set yourself to the corresponding 'Not Ready' code. Please be sure that someone else is available to take calls . If before setting yourself as 'Not Ready'. If all agents have the “Not Ready” 'Not Ready' key indicator on, calls will stack up in the queue.
If you need to call out from an ACD phone, you must do so from the “personal number” for 'Call Center' line on the phone. This line is connected to the numbered line on the left side of the phone display This line will display in CISCO Finesse as an outbound call. To call out, press that button and dial the number you wish to call.
At the end of the day, the last agent logged into a phone will be unable to log out until all the calls are cleared from the queue. There should be very few calls at closing time, so this should not be a problem. You need to make sure that all the calls are answered before you log out.
ACD Phone Instructions
Logging into the Phone (phone on receiver, using traditional headset)
- The LCD indicator next to “Make Busy” must be solid, and not flashing (if it is flashing press the Make Busy button once).
- Press the button next to the incoming line. Enter your four-digit numeric ID (xxxx) into the keypad.
- Press the “Not Ready” key. No LCD indicators should be on at this time. You are now logged in to the ACD phone system and are able to receive calls.
Logging into the Phone (using hands free headset)
It is encouraged that you use a hands-free headset while answering calls in the CSC. It limits background noise customers hear, and allows Specialists to more comfortably carry on conversations.
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ACD Phone Instructions
Logging into CISCO Finesse
- Open a web browser on your computer and go to https://telcontactcenter1.voip.purdue.edu:8445/ or https://lambcontactcenter2.voip.purdue.edu:8445/
- Enter your Phone Login User ID, Finesse password, & 5 digit ‘ACD/Call Center Line’ extension
- When you initially sign into the Finesse phone agent, you will be in the Not Ready state. Note: you will receive calls to your direct extension when you are ‘Not Ready’. However, you must go into the ‘Ready’ state to receive queue calls.
- To take queue calls select ‘Ready’ from the dropdown menu
NOTE: Supported Browsers include Internet Explorer 11, Firefox, or Chrome. If you use Internet Explorer, the Finesse webpage window will pop-up to the front of the computer each time you receive an inbound ACD/call center call. This will not happen if you use Firefox or Chrome.
Managing Calls
You will receive one call center call at a time on your ‘ACD/Call Center Line’. Other callers will ring to other ‘Ready’ agents or will sit in queue listening to the hold messages.
Handling call center calls is the same as handling calls on your personal line. Please see the 8800 series phone guide for questions about the various buttons on your phone.
Please monitor your ‘Ready’ & ‘Not Ready’ status. If a call center call rings to your phone and you do not answer the call, you will automatically be moved to the ‘Not Ready’ state and the caller will go to another agent’s phone or will go back into the queue. If this happens, you will need to press the ‘Ready’ button to go back into the ‘Ready’ state.
After a call center call, you will go into a ‘Work’ state, then you will go back to the ‘Ready’ state, if there are calls waiting in the queue your phone will ring.
If you need to step away from your phone or temporarily stop taking call center calls, press the Not Ready softkey.
Once you are ready to take calls again, press the Ready softkey.
'Not Ready' Codes and When To Use
The following statuses are available and should be used when the situation warrants it.
- Ready - The agent is available to take a call.
- Not Ready - Desk - This status should only be used when an agent needs to make an outbound call or when the agent needs to discuss the details of a call / ticket with another agent.
- Not Ready - Break - Specialists are entitled to two, 15 minute breaks during the day. This status should also be used for restroom breaks.
- Not Ready - Lunch - Specialists are entitled to a 1-hour lunch break each day.
- Not Ready - Meeting - If a Specialist has a scheduled meeting, this status should be used.
- Not Ready - Point - If a Specialist or Representative Supervisor is on Point for the day, this status should be used.
Putting A Customer On Hold
At times, you may wish to consult with your coworkers or manager about a particular caller’s problem. To put a caller on hold, first ask the caller if you can put them on hold. If they say yes, press the Hold button and the caller will no longer be able to hear your conversation. When you are ready to speak to the customer again, press the In-Calls Hold button again.
Transferring Calls
When you need to transfer a call to another party, inform the party that you are going to transfer them, press the Transfer button, dial the number you want to transfer to, the other party should pick up, you will hear them, . Discuss the details of the call with the other person and then press Connect, and then press the Goodbye button when the original caller and destination party have begun their conversation.
Ending a Call
When you need to hang up the phone at the end of a call, simply press the Goodbye button. If you are using the traditional headset (not hands-free) try to avoid placing the headset back on the receiver. While this will work, pressing the Goodbye button will disconnect the call more cleanly. This lets the customer hear almost no noise at the end of the call instead of hearing the loud noise of the phone hitting the receiver.
Logging Out
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of CISCO Finesse
Please follow these steps to logout of your phone. If you are taking an extended break from your phone, you should sign out of the Finesse Agent. If you remain signed into Finesse and step away, callers will remain in the queue listening to hold music while you are gone.
- At the top left of Finesse, make yourself ‘Not Ready’
- At the top right of Finesse, click ‘Sign Out’