Page 139
System Features
AXXESS® ADMINISTRATOR’S GUIDE – January 2004
ACD Hunt Groups
ACD HUNT GROUPS
NOTE: The Automatic Call Distribution Hunt Groups premium feature is required to use ACD
hunt group features. To take full advantage of all hunt group features, the Uniform Call Distribu-
tion Hunt Groups premium feature should also be included in your software license.
Automatic Call Distribution (ACD) can be programmed to distribute hunt group calls to equal-
ize call time or call count among the available members. If the System OAI Events premium
feature is included in your software license, ACD hunt groups can also be programmed to send
call information records that can be processed by an external device connected to a system
serial port (such as Call Center Suite).
ACD hunt groups can use the standard hunt group features described on page 130, and/or the
UCD features described on page 134 (if the UCD Hunt Group premium feature is included in
your software license).
ACD Call Distribution
When an intercom or outside call is transferred or rings in to the ACD hunt group, it can circu-
late in linear or distributed order (as described on page 130) or using one of the following ACD
distribution methods:
•Longest Idle: An incoming
call is sent to the station that
has not been involved in a call
to this hunt group for the
longest period of time. (It
does not count calls that were
received through other hunt
groups, direct ring-ins, or
transfers.
NOTE: The Restart ACD Idle Time Upon Login flag affects how the longest idle time is
calculated. See page 143 for more information.
•Balanced Call Count: To
balance the call load, each
incoming call is sent to the
station that has received the
fewest calls through this hunt
group. (It does not count calls
that were received through
other hunt groups, direct ring-
ins, or transfers.)
NOTE: When an agent logs in to a balanced call count ACD hunt group (or co mes out
of Do-Not-Disturb mode), the system checks the average call count for that ACD hunt
group and assigns that average count to the station logging in. This prevents the agent
who is logging in from receiving all of the incoming calls until the call count of the lowest
agent catches up with his call count. For example, if there are five agents logged in
whose call counts are 5, 5, 5, 10, and 10, the average call count of 7 will be assigned to
the next agent who logs in.
LONGEST IDLE DISTRIBUTION
ACD HUNT GROUP
Ext. 2000
Ext. 1000
Ext. 1001
Ext. 1002
Ext. 1003
Next call will be sent here
TIME IDLE
(3 min.)
(10 min.)
(6 min.)
(1 min.)
BALANCED CALL COUNT DISTRIBUTION
ACD HUNT GROUP
Ext. 2000
Ext. 1000
Ext. 1001
Ext. 1002
Ext. 1003
Next call will be sent here
NUMBER OF CALLS
(10 calls)
(16 calls)
(6 calls)
(3 calls)