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System Features
AXXESS® ADMINISTRATOR’S GUIDE January 2004
ACD Agent IDs
If an extension list is included in an ACD hunt group set for Longest Idle or Balanced Call
Count distribution, it will treat each station in the extension list as a separate agent; it will not
ring all of the stations on the list at once. If the hunt group is set for linear or distributed order,
a call will ring at all stations on an extension list at once when the call reaches that point in the
hunt group list.
ACD Agent IDs
ACD hunt group members are referred to as “agents.” Agents log in to the ACD hunt group to
receive calls and log out to halt ACD hunt group calls. An ACD hunt group can be pro-
grammed to circulate calls to agents in two ways:
Agent IDs: If the hunt group is programmed to use ACD Agent IDs, each agent is
assigned an Agent ID number which he or she enters during the login procedure
(described below). The hunt group calls are routed to logged in agents, according to
their Agent ID number instead of their station extension. Because the Agent ID is not
associated with any station extension, the agent can use any station in the system to log
in and does not have to use the same station every time.
Members: If the hunt group is not programmed to use Agent IDs, it will have a list of
stations and will send calls to the stations where agents are logged in.
NOTE: For optimum system performance, there should not be more than 1000 Agen t
IDs in any hunt group and no more than 2000 Agent ID entries in all hunt groups com-
bined.
ACD Agent IDs can be included in Extension Lists which allow several ACD Agents to
receive a call at once.
When a call camps on to an ACD hunt group that uses Agent IDs, only the agents currently
logged in to the hunt group will receive camp-on indications. ACD hunt group supervisors will
receive visual camp-on displays if they are programmed as members of the hunt group and
have the ACD Agent Logout feature enabled.