Lucent Technologies 555-230-024 manual A Basic Example of Automatic Call Distribution

Automatic Call Distribution (ACD)

In the Figure 3-1 example of a travel agency, Hunt Group A receives calls only when agents are available since it has no queue. Calls to Hunt Group B can be queued while agents are unavailable, and redirected to Hunt Group C if not answered within an administrable time. Calls to Hunt Group C are redirected to voice mail if not answered within an administrable time.

1)	DEFINITY ECS	5)	Group C: General Information
2)	Incoming Lines	6)	Queues
3)	Group A: Business Travel	7)	Call Coverage to Group C
4)	Group B: Personal Travel	8)	Voice Mail

Figure 3-1. A Basic Example of Automatic Call Distribution

555-230-024 Issue 5 January 1998 3-3