3Com 900-0208 manual Automatic Call, Distribution, Groups, Hunt, Groups, and Calling

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 81

Automatic Call	Your administrator can establish formal and informal call centers so that
Distribution	incoming calls can be directed to several telephones that have been
Groups, Hunt	associated into automatic call distribution groups, hunt groups, or calling
Groups, and Calling	groups.
Groups	A call center is a general term that refers to any system that accepts
	incoming calls to a site and ensures that those calls are sent to the proper
	destination within the site. The call center can be used, for example, as a
	help desk, a reservations counter, an information hotline, or a customer
	service center.

If you do not answer, calls that come in to your telephone:

■Through your extension go to the call coverage point that you have set up.

■Through an automatic call distribution group, hunt group, or calling group follow the call coverage path set up by the administrator for that group.

Automatic Call Automatic Call Distribution (ACD) distributes calls to agents and queues Distribution the calls that have not been answered before a predetermined time

expires. The ACD also manages prerecorded announcements to callers, manages individual ACD agents and groups of agents, and provides database reports on both calls and agents.

Calls coming into ACD are distributed according to rules configured by the administrator. An agent becomes available to receive ACD calls by logging in to the ACD group.

To log in to an ACD group using your 3Com Manager’s Telephone:

1Press the Features soft button.

2Scroll to ACD Login Enabled.

3Press Select.

4Dial the ACD group number.

5Dial the ACD group password and press #.