AUTOMATIC CALL DISTRIBUTION (ACD)
AUTOMATIC CALL DISTRIBUTION (ACD)
General Description
The Automatic Call Distribution (ACD) feature permits incoming calls to terminate to a prearranged group of stations. Calls are distributed in the order of arrival to idle terminals within the group, based on which terminal has been idle the longest period of time. Stations may log on/log off from the ACD group. Supervisor stations may monitor conversations of agents.
Station Application
Multiline and
Operating Procedure
Refer to individual ACD
Service Conditions
1.A maximum of 16 ACD groups can be assigned per system. Each ACD group is assigned a pilot number. Calls directed to the pilot number are directed to that ACD group.
2.The maximum number of stations in an ACD group is 60. The maximum number of ACD groups in the sys- tem is 16. The total number of ACD stations may not exceed the system limits of 256 Dterms and 512 ports. If
3.Assignment of ACD groups is performed from the Maintenance Administration Terminal (MAT) or Cus- tomer Administration Terminal (CAT).
4.ACD groups consist of a pilot station and one or more member stations. Hunting is initiated in a circular fashion, and then based on which member has been idle the longest period of time.
5.If all stations within the ACD group are busy, incoming calls may be serviced in the following ways:
•Remain in queue until an agent becomes available (Ringback Tone provided).
•Immediately overflow to another group, to a station, or to the Attendant.
•Remain in queue until an agent becomes available (Delay Announcement or Music on Hold provided).
•Remain in queue for a preset time (Ringback Tone, Delay Announcement, or Music on Hold provided), then overflow to another group, to a station, or to the Attendant.
6.When the pilot station has set Call Forwarding – All Calls, incoming calls to the ACD group will be trans- ferred to the destination of that Call Forwarding – All Calls setting.
7.An ACD group number can be used as the destination station of Direct Inward Termination (DIT), or as a designated Night Service station.
8.An ACD group number can be assigned as the destination station of
9.ACD group pilot numbers should not be placed in Station Hunting groups. The Station Hunting feature would take priority over the ACD function.
10.Two types of traffic measurements can be provided for ACD:
a.ACD group Peg Count
•Count of incoming calls
•Count of answered calls
NEAX2000 IVS2 |
|
Business/Hotel/Data Features and Specifications | Page 49 |
