DEFINITY Enterprise Communications Server Release 8.2

Issue 1

 

Overview 555-233-002

April 2000

 

Call Center Features

 

 

Automatic Call Distribution (ACD)

93

 

 

 

 

 

 

 

 

 

 

Automatic Call Distribution (ACD)

ACD is the basic building block for Call Center applications. ACD offers you a method for distributing incoming calls efficiently and equitably among available agents. With ACD, incoming calls can be directed to the first idle or most idle agent within a group of agents.

Agents in an ACD environment are assigned to a hunt group, a group of agents handling the same types of calls. A hunt group is also known as a split or skill with EAS.

A hunt group is especially useful when you expect a high number of calls to a particular phone number. A hunt group might consist of people trained to handle calls on specific topics. For example, the group might be:

A benefits department within your company

A service department for products you sell

A travel reservations service

A pool of attendants

In addition, a hunt group might consist of a group of shared telecommunications facilities. For example, the group might be:

A modem pool

A group of data-line circuit ports

A group of data modules

In the Figure 13 example, 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.

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Lucent Technologies 8400, 9400 manual Call Center Features Automatic Call Distribution ACD