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

5 Automatic Call Distribution (ACD)

Additional features give your company even more options when using ACD.

•Queue-Status uses button lamps and telephone displays to indicate call status for calls waiting in an ACD queue on telephones with a digital display. It can also display how long the oldest call has been waiting.

•Dialed-Number Identification Service allows agents to identify (via display telephones) the purpose of each incoming call and greet the caller appropriately.

•Automatic Available hunt group allows the CONVERSANT Voice Information System or other “nonhuman” agent positions to be staffed automatically and made available.

•Each agent can be logged into as many as four hunt groups at a time.

•Malicious Call Trace allows you to designate stations that can trace emergency or threatening calls. When an agent receives a malicious call, the agent presses the Malicious Call Trace button. The system gathers trace information and connects a voice recorder to the call. All equipment used to complete the call is held up (the call cannot be disconnected) until the feature is deactivated.

•Redirection on No Answer allows an unanswered, ringing call to be redirected to an ACD queue or to a Vector Directory Number after an administered interval. The agent position will also be taken out of service.

•Station Hunting allows calls to be routed first to the called extension, then according to a linear, circular, or modified circular sequence of extensions. The circular sequences work to distribute calls equitably, ensuring that there are no overworked “first” extensions in a hunt group.

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-12