7 CALL D ISTRIBUTION GROUPSCall distribution groups allow for the distribution of incoming calls to theappropriate agent without any specific action on the part of that agent.The system supports two kinds of call distribution groups:■ A hunt group is a set of telephone users that you can access when youdial a single extension■ An Automatic Call Distribution, or ACD, group is similar in conceptand practice to a hunt group. However, an ACD group includes otherfeatures, such as database capabilities, that are specifically suited tocall center operations.Topics in this chapter include:■ Automatic Call Distribution (ACD)■ ACD Considerations■ Using ACD■ Hunt GroupsFor more information about these topics and configuration procedures,see the online Help.Automatic CallDistribution (ACD)A call center is the general term that refers to any system that acceptsincoming calls to a site, ensures that those calls are sent to the properdestination within the site, and manages database records on call activityand distribution. For example, you can use the call center as a help desk,a reservations counter, an information hotline, or a customer servicecenter. A telephone call center typically manages collections of telephoneextensions that are linked to a centralized database.The ACD distributes calls to agents and queues the calls that have notbeen answered before a pre-determined time period expires. The ACD
