5 | Automatic Call Distribution (ACD) |
DEFINITY ProLogix Solutions places all Automatic Call Distribution calls into a queue. Each call stays in the queue until an agent becomes available, until an optional timed interval expires, or until the caller hangs up. If the call has not been answered after an administrable period of time, an announcement can be played for queued callers. The call can then be connected to music to let the caller know that the call has not been dropped; it can be sent to a coverage path; or it can be connected to another announcement.
You can set a maximum queue length in a group to anywhere from 0 to 999 calls, and you can establish a queue warning level. If the preset maximum queue length is reached, additional incoming calls are redirected to a
Two features provide for redirection of ACD hunt group calls.
•Intraflow allows an ACD call to be redirected from one hunt group to another through coverage paths that are assigned to determine call redirection criteria.
•Interflow allows new calls in a hunt group’s queue to overflow and be sent to another ACD hunt group on another system using the Call Forwarding All Calls feature. Interflow can be useful during the evening, during peak operation times, or at other times when agents are unavailable.
ACD agents can use any DEFINITY ProLogix Solutions telephone. The CALLMASTER digital telephone is particularly recommended to meet the needs of ACD agents. A number of special ACD agent features can be assigned to these agents’ telephones to enable them to perform their jobs effectively. In addition, special features are available to assist supervisors in observing and monitoring the performance of these agents.
DEFINITY ProLogix Solutions Release 2 Overview | Issue 2 June 1999 |
