Advanced Features

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Automated Call Distribution (ACD) Tab

The ACD tab (Figure 7-20) is used to configure the ACD system to connect large amounts of incoming calls automatically to groups composed of ACD agent positions. These calls are processed in the order of their arrival, and are distributed evenly among the ACD agent

positions in order to optimize personnel and save cost.

Information entered in the fields on the Automated Call Distribution (ACD) tab are for Phase 1 installations only.

IMPORTANT

NOTE

The ACDP software must first be installed in order to use this feature. The Installation Manager is currently not assigning the ACD database (i.e., Splits, CCVs, etc.), only the System Data.

Figure 7-20Advanced Features - ACD Tab

MA4000 Installation Manager User Guide - Revision 7

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NEC MA4000 manual Automated Call Distribution ACD Tab