Some Questions Of Acd

[dminof]

Some questions of ACD

 

Do you have any supervisory application of the agents?.

There are statistics like watching agents?

Another brand of cards can be used in place of dialogic.

The ACD works with Dialogic analog?

The ACD works with dialogic e1?

The ACD works with HMP dialogif?

 

Greetings

Diego Miño

[SupportTeam]

Do you have any supervisory application of the agents?.

By "supervisory" do you mean do you mean being able to listen in on the conversation that the agent has with the caller?

Yes, this is possible but a card with conferencing features must be used. If card does not have conferencing features then only one side of conversation can be listened to.

The ACD can do call recording, so the call (both sides recorded) can be reviewed after the call is completed.

 

There are statistics like watching agents?

Yes. There is realtime display of agent status, and other reports can be generated based on historical data stored in database.

 

Another brand of cards can be used in place of dialogic.

No. Only Dialogic.

 

We recommend using T1/E1 ISDN or HMP. Analog will not give you reliable instant notification of end of call, which is needed for accurate call accounting.

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You can listen online agent?

You can view information agent (Duration of the call, ready, not ready) online?

What is the database that uses?

[SupportTeam]

You can listen online agent?

Live conversation can be monitored. Person monitoring the calls needs to be dialed into the VoiceGuide system.

 

You can view information agent (Duration of the call, ready, not ready) online?

This is shown in the Line Status Monitor. There is a section there for ACD agents. There is an API that lets 3rd party apps to retrieve agent status data as well.

 

What is the database that uses?

Default database is SQLite. This can be changed to whatever you need by changing the default database server used by VG. See: http://www.voiceguide.com/vghelp/source/html/dial_vgdb_external_config.htm

[dminof]

Can you explain how you hear the conversation of the agent?

ON-LINE

REgards

Diego

[SupportTeam]

Basically a COM/WCF command is sent to VoiceGuide to let the dialed in supervisor listen to a particular ACD agent.

 

Implementation is tailored depending on what is actually required.

 

 

I assume that you need to have the supervisor listen to both sides of conversation, or just one side?

 

Does it need to be live with no delay, or can it have say a 5-10 second delay?

 

Will the supervisor be dialed into the VoiceGuide system?

[dminof]

I need to have the supervisor listen to both sides of conversation

 

can it have say a 5-10 second delay

 

Br

[SupportTeam]

If you can have some short delay on the listened conversation then this can be achieved without the use of a conferencing resource. A basic version Dialogic card without any conferencing would suffice.

 

Please contact sales@voiceguide.com for information on obtaining a version that supports this feature.