UNIVERGE SV8100 Issue 11.0Automatic Call Distribution (ACD) 2 - 71Automatic Call Distribution (ACD)DescriptionAutomatic Call Distribution (ACD) uniformly distributes calls among agents of a programmed ACDGroup. When a call rings into an ACD Group, the system automatically routes the call to the agent thathas been idle the longest. Automatic Call Distribution is much more sophisticated and comprehensivethan Department Calling and other group services – it can accurately judge the work load at each agentand distribute calls accordingly. The system allows up to 64 ACD Groups and 512 ACD agents.You can put any agent in any group. An agent can be in more than one group only when using AICs.This allows, for example, a Technical Service representative to answer customer service calls at lunchwhen many of the Customer Service representatives are unavailable.The ACD Master Number is the extension number of the whole group. Calls directly ringing ortransferred to the ACD Master number enter the group and are routed accordingly. Although the masternumber can be any valid extension number, you should choose a number that is out of the normalextension range.Automatic Call Distribution operation is further enhanced by:ACD Call QueuingWhen all agents in an ACD Group are unavailable, an incoming call queues and causes the QueueStatus Display to occur on the ACD Group Supervisor display. The display helps the supervisor keeptrack of the traffic load in their group.The Queue Status Displays shows: The number of calls queued for an available agent in the group. The trunk that has been waiting the longest, and how long it has been waiting.For each ACD Group, you can set the following conditions: The number of trunks that can wait in queue before the Queue Status Display occurs.EnhancementsWith Version 5000 or higher software, ACD calls can be routed based on agent skill levels.With Version 7000 or higher software, the number of ACD MIS Monitoring programs that can runsimultaneously increases from five to a maximum of 16.With Version 8000 or higher software, ACD calls can be marked so that the next time the sameCaller ID calls back in the call will attempt to return to the original agent first.
