6.0 MiCC, ACD, and Call Processing Applications

Pick-Up Groups provide the ability to answer a call from another phone in an office by pressing “77” on any phone assigned to a common pick up group. 

Hunt Groups have a main number, Hunt group pilot, that routes a call to one of several lines (members of the group) that can be answered at any digital telephone where all lines of the group appear. Anyone having the hunt group members on their telephone can answer these calls. A hunt group normally has three hunt members but can contain more if needed. 

Overview 

The following applications are meant for areas that need additional ways to answer calls or for departments that process a large volume of telephone calls for customer support, reservations, order desks, and other similar operations.  When a call processor or call center is need, the main hunt group number currently taking the calls must be removed from a telephone to be repurposed as the Call Processor number. Recurring charges are not currently applicable for any of these group functions. 

Telephone Based Automatic Call Distribution (ACD) 

ACD is a specialized telephone system application designed to route incoming calls to any available personnel/agent, which must be logged in, so that calls are distributed evenly or in a consistent order among personnel/agents.  ACD also keeps callers in queue and provides them with announcements indicating that they are in queue and will be assisted in the order their calls were received.  Use of ACD requires that at least one agent is always logged-on and available to take calls. ACD offers up to three different types of queue announcements. 

Computer Based ACD - Call Center Application (MiCC) 

MiCC means Mitel Call Center, and it is a specialized computer application designed to route incoming calls to any available personnel/agent, which must be logged in, so that calls are distributed evenly or in a consistent order among personnel/agents.   MiCC also keeps callers in queue and provides them with announcements indicating that they are in queue and will be assisted in the order their calls were received.  Use of MiCC requires that at least one agent is always logged-on and available to take calls. MiCC offers up to three different types of queue announcements. 

Departments can use MiCC software to manage call centers efficiently by allowing employees to log in and out of groups as needed, automatically routing calls to available agents, utilizing a queue and allowing clerical time when calls are finished. Technical Coordinators are usually the only staff member who can download and install MiCC software to departmental computers. Each MiCC group must be configured specifically for the needs of the agents and department it serves. 

In the article for MiCC User Guide, the instructions for MiCC include: 

How to Log In 
Becoming “Ready” To Receive Calls 
Receive Calls 
In-Call 
Hanging Up And Clerical Time 
Transfer/Conference 
Real-Time Call Window 
Using The Directory And Address Books 
Logging Out 

There is also a printable MiCC User Guide (PDF) available.  

​​​​​​MiCC Report Application 

Along with MiCC service, there is a report application available that provides statistics to assist departments with managing their calls and personnel/agents.  Use of MiCC requires that at least one agent is always logged-on and available to take calls.  MiCC supports supervisor monitoring of the queue and agents logged in and taking calls.  Reports include call statistics such as number of calls received or abandoned, average wait time, and average handling time, and several other categories of call statistics. The reporting module is available at an additional expense beyond the system programming of a group. 

Call Processing Applications 

In many instances, departments need a call processor to front-end their hunt group or call center numbers. A call processor answers calls and tells callers to press 1, 2, 3, or some other number for a particular person or function. One example of a call processor is within the main number for the campus. If you call 54111, you’ll hear the prompts offering you to press a single digit to reach Enrollment and Student Financial Services, Technology Help Desk, or the Bob Murphy Access Center. When a call processor is requested, it must be designed specially to suit the needs of the department requesting it. After a ticket is submitted, the requestor will be invited to discuss the attributes needed. 

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Details

Article ID: 135349
Created
Thu 8/19/21 3:49 PM
Modified
Thu 8/19/21 3:57 PM