ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones
About this Guide
This guide describes operation of the Automatic Call Distribution (ACD) Feature Package on Mitel Networks IP Phones.
For operation of other features associated with a Mitel Networks IP Phone (some of which will work in conjunction with ACD), refer to the set guide.
What is Automatic Call Distribution (ACD)?
The Automatic Call Distribution Feature Package is offered by the
Mitel® Communications Director Platform (MCD). ACD is a method of switching large volumes of similar calls directly to a selected group of extensions (Agents). All calls are distributed equally among the Agents. The calls are all of a similar nature, and the Agents are trained/equipped to provide the particular information or service the caller is requesting.
Typical examples of ACD applications include:
∙airline reservation offices
∙telephone order desks for large retail stores
∙customer service departments of telephone or cable T.V. companies.
When there are more incoming calls than available Agents, the calls may be routed to recordings. The recordings can advise the callers that all Agents are busy, and that an Agent will answer as soon as possible. Various recordings may be provided to inform the caller as to call progress if an Agent is not accessed immediately, or to advise the caller of information the Agent will require when connection is established.
The MCD distributes calls to the Agents in so that all Agents are given an equal workload. A Supervisor usually oversees the operation, monitors the activity of the Agents, and handles any situations that may arise.
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