Lucent Technologies 555-235-100 manual Automatic Call Distribution ACD

5 Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD)

If your company has departments (such as sales, billing, or customer service) that handle large volumes of incoming calls, you can benefit by using DEFINITY ProLogix Solutions’ powerful ACD capabilities. ACD is the basic building block for call center applications.

ACD offers you a method for distributing incoming calls efficiently and equitably among available employees or agents. ACD offers a number of ways to connect the agent to a call. With most idle agent distribution, an incoming call is routed to the agent who has been available for the longest time, resulting in balanced workloads for agents.

Agents in an ACD environment are assigned to a hunt group, a group of agents handling the same types of calls. DEFINITY ProLogix Solutions supports up to 99 different hunt groups. Each hunt group has associated trunks, stations, recordings, and queues. You can assign many ACD features on a per-hunt group basis to meet the different needs of diverse agent groups. You can link a telephone number to an ACD hunt group by associating a published number (often an 800 number) with the hunt group extension number of the hunt group.

In the Figure 2 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.

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-9