Adding Account Codes

Account Codes can be verified, non-verified, or forced.
  • Verified and Non-Verified Account Codes

    Verified and Non-Verified Account Codes allow callers to complete a call without entering a code. These codes are used to categorize calls or portions of calls. You define Account Codes in the YourSite database to generate reports for specific departments, services, and companies. For example, an agent who receives calls for three catalog companies enters Account Code 01 for calls to company X, Account Code 02 for calls to company Y, and Account Code 03 for calls to company Z. When you configure the Account Codes, Mi Contact Center Business MiVoice Analytics generates reports on the number, origin, and handling of calls for each of the departments, services, or companies.

  • Forced Account Codes

    Both Verified and Non-Verified verified Account Codes can be forced. With Forced Verified Account Codes, you must enter the Account Code as soon as the phone is off-hook. With Forced Non-Verified verified Account Codes, you must enter the Account Code after you dial the phone number.

    For example, you might have 03 programmed on the telephone system as the trunk access code for calling England. Before you make a call to England, you must preface the telephone number with the Account Code 03, otherwise the call will not go through. To report on these verified Account Codes, you define them in the YourSite database.

Note:
  • If you will used Forced Account Codes and have a Make Busy button programmed on your Mitel phone set, you must remove the Make Busy button, or Forced Account Codes will not work with Interactive Contact Center and Contact Center PhoneSet Manager.
  • If a Forced Verified verified Account Code is not entered in before Work Timer expires, then a -1 Non Compliant Code will be automatically assigned to the call.

You can add Account Codes for accounting for a segment of an ACD interaction. For example, in a contact center helping callers with software issues, you could use Account Codes to identify the duration of discovery, reproduction, troubleshooting, and resolution for caller-found bugs. Agents can tag incoming calls or multimedia interactions with Account Codes for various services. Account Codes not associated to a specific employee can be used by all employees when handling interactions.

You can add Account Codes for individual departments, projects, and services. You can tag calls with Account Code numbers and generate reports on them.

Agents who work for companies that use Mi Contact Center Business can use Account Codes to gain access to outside lines (see "Assigning Non ACD extensions and Account Codes for employees)").

If you are adding Account Codes to be used by voice agents, you print a copy of your telephone system assignment forms to use as a guide for programming. If you are adding Account Codes to be used by email and chat agents, you enter Account Code reporting numbers of your choice.

MiVoice Analytics works with verified and non-verified Account Codes that you configure in your telephone system.

You can label Account Codes as call classification codes. This option associates the entire handling time to calls of this Account Code type. This option is available for contact centers that have the 3300 ICP only.

Note:

Classification Codes are a type of Account Code, but you can apply them during or after a call. Classification Codes can be applied only to ACD calls, but account codes can be applied to any calls.

To add an Account Code
  1. Click YourSite > Account Codes.
  2. Click Add.
  3. Type a Name and Reporting number for the Account Code.

    If the Account Code will be used as a call classification code, select the Use as Classification Code check box.

    Note:

    When the 'Use as Classification Code' check box is selected, the Account Code duration spans from the time the call arrives until the call ends. When you deselect the 'Use as Classification Code' check box, the Account Code duration spans from the time the code was entered until the next code is entered or the call ends.

    As a best practice, we recommend you name all call classification codes for easy identification or group call classification codes in Account Code groups.

  4. Click Save.
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