📊 NEWT Automatic Call Distribution
14 articles
NEWT ACD Live Monitoring
NEWT ACD Guide for Monitoring
You will be given access to Monitoring by your NEWT provider or your PBX Administrator. The Monitoring Screen will then be seen by accessing NEWTCF with your cr…
NEWT ACD Live Reporting
NEWT ACD 2.0 Guide for Live Reporting
The NEWT ACD (2.0) offers several real-time and historical reports which can potentially be accessed from anywhere with a browser. The reporting windows allow y…
NEWT ACD Agent Console
NEWT ACD 2.0 Agent User Guide
Businesses of any size can make use of Automatic Call Distribution environments to provide their customers with the best possible caller experience. Whenever yo…
ACD Admin - Queues Settings
Administering your NEWT PBX Automatic Call Distribution
Once your queues are created by NEWT you will want to configure attributes for each of them. There are very detailed options for you to select and turn off or o…
ACD Admin - Agent Settings
Administering your NEWT PBX Automatic Call Distribution
Configure queue membership and skills-based routing settings related to your agents. Please note you can set up as many agents as you’d like, but the number of …
ACD Admin - Group Settings
Administering your NEWT PBX Automatic Call Distribution
The Groups feature allows you to associate numerous Queues under a single group name. This allows for ACD Monitor view customization and for controlling queue e…
ACD Admin - Announcements Settings
Administering your NEWT PBX Automatic Call Distribution
Each queue can support media that will play to queued callers. In addition to the preloaded music on hold, estimated wait times and position in queue assignment…
ACD Admin - Dispositions Settings
Administering your NEWT PBX Automatic Call Distribution
Dispositions are agent-selectable definitions that can be used for each call that an agent completes with optional custom notes. It provides a means to categori…
ACD Admin - Work States Settings
Administering your NEWT PBX Automatic Call Distribution
Work States (or Pause States as it’s sometimes known) allow agents to manually select non-queue activities such as breaks, lunch, meetings, and other customer-d…
ACD Admin - TN Settings
Administering your NEWT PBX Automatic Call Distribution
The purpose of the TNs Tab is for ACD-based outbound call Caller ID customization. You can expose particular phone numbers assigned to your NEWT PBX for Agent C…
ACD Admin - Agent Console Access Set Up
Providing User Access to the ACD Agent Console
Agent Setup for Console Access During the initial set up by NEWT, agents will have already been identified and have an ACD Console enabled Extension assigned to…
ADC Admin - Supervisor Access for Monitoring
How to give access to users for ACD Monitoring and Reporting
Supervisor Monitoring and Reporting Access During the initial set up by NEWT, Supervisors will have already been identified and have an ACD Monitoring and/or Re…
NEWT ACD Call Insights
Call Insights and Transcripts
As an additional paid feature set, NEWT provides Call Insights with transcripts on the ACD. This tool provides AI Generated insights and transcriptions for exce…
ACD ADMIN - Call Flow Set Up for QUEUES
Setting up your Call Flow for Queue Routing
Once your Queue’s within the ACD have been created, NEWT will assist with the set up to route the calls into the queue, from the Telephone Number you wish to us…