¤ph"a4"ddaa*¤apm
¤Fs¤mFsnnn 1-23QQQ_¢_Q¬
VFm""m"dpVFham"d=FOamF="¤p_m§F§^p"FdpVVF=amp"
zdah¤=a"d"dpV_p¤pdpVp¤O"Fham"da"hFh*FpO"m
:"dpV_p¤a=FmaF=pdpV^F"VFmp¤:©p¤h¤Fa^FFhp¦F
^FFham"dOph^Fzda§^Fmaamp"4a¦Fpm"4"ddp*¤©_p¤^F
Fham"d
O"m"VFmam"m§a^"m¤p_m§FFham"dVpFpOO_^ppc:^ap
^FFham"dadpVVF=amp"m©¤p_¦"ad"*dFzdapO§^a4^aa"
hFh*FpdpVp¤pO^Fzda:^F"VFmVpFpm_^ppc:azd"4F=am
§pchp=F:"m=^FmzFF^F*¤pmpmmpm"m"dpV
Fp=a4pmmF4pm"m"dpVFF4"¤F"VFm"Fmpzd"4F=
ahhF=a"Fd©am¤p_m§pchp=F:^F©h"©zd"4FzFpm"dpFhFVFm4©
4"dd"^F^"m"m§FamV4"dd^"h"©*Fam¤F¤F
■
pF"4^"VFm:mpaOaFpO"m©dpVam:dpVp¤:p4^"mVFamp^F
¤p_m§pchp=Fm"mpm_Fm¦apmhFm:"m"VFmaa=FmaOaF=
p§a^"dpVamF¤a¦"dFmp^F"VFm"=hamaFF=F¨Fmapm
a^:^FdpVam"m=zp"F"aVmF=pm^FpVamOph
a^p¦FVFm:©p¤4"mhp¦F"hFh*FOphpmFzdap
"mp^F§^adF^"hFh*FadpVVF=am
Automatic Call Distribution
¤ph"a4���"ddaa*¤apm|}"ddp§am4phamV4"ddp4pmmF4"¤ph"a4"dd©
pzF4aOa4zdamzdaaahzd©"^¤mVp¤z^"a=FaVmF=pF4Fa¦F
"^aV^¦pd¤hFpOahad"4"dd"ddp"zF4aOa4zda"F"¤ph"a4"dd©
=aa*¤F="hpmV^F"VFm:p^¤mVp¤zhFh*F:"aVmF=p^"zda
"dd¤F¤Fp^Fzda¤mad"m"VFma"¦"ad"*dF
m"VFm4"m*F"¦pa4F_Fham"dF¨Fmapm:am=a¦a=¤"d"Fm="mF¨Fmapm:
p:am"m¨zFVFmFdF4apm|}Fm¦apmhFm:"m"VFmdpVamm"VFm
4"m*FdpVVF=amph¤dazdFzdap§F¦F:am"mpm_Fm¦apmhFm:"VFm
4"m*FdpVVF=amppmd©pmFzdaaO^"zdaa"=hamaFF=Op¤dazdF"dd
"m=damV|}
p¤4"m"aVm"¤zF¦appF"4^zda^Fzda¤zF¦ap4"mdaFmampm
"VFm4"dd:hpmap^Fzda¤F¤F"¤:"m="a"VFmpm4"dd
d^p¤V^zda¤zF¦ap4"m"a"VFmpm4"dd:^F¤zF¦ap=pmp
mph"dd©F4Fa¦F4"dd¤mdF^F©"F"dphFh*FpO^Fzda 
O©p¤^"¦F"dd"m"VFhFm©Fh|}p"a4"dd"m"VFhFm©Fh
|}:©p¤4"mhF"¤F"m=4F"FFzppm^F"¤pO"VFm:zda:
"m=¤mcFF‘‘Agent Call Handling’’ on page 1-6"m=‘‘Call Management
System’’ on page 1-58p‘‘Basic Call Management System’’ on page 1-39*FOpF
FamV¤z©p¤���zdaFF‘‘Agent Call Handling’’ on page 1-6Op=F"adpm
"=hamaFamV"VFmO¤m4apm"m=pzF"apm 