Automatic Call Distribution - 3Com 3102 User Manual

Automatic Call Automatic Call Distribution (ACD) distributes calls to agents and queues
Distribution the calls that have not been answered before a predetermined time
expires. The ACD also manages prerecorded announcements to callers,
manages individual ACD agents and groups of agents, and provides
database reports on both calls and agents.
Calls coming into ACD are distributed according to rules configured by
the administrator. An agent becomes available to receive ACD calls by
logging in to the ACD group.
To log in to an ACD group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the ACD group. Your administrator
can tell you which feature code to use.
3 Dial the ACD group password. Your administrator can tell you which
password to use.
4 Press # and hang up.
To log out of an ACD group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the ACD group.
3 Dial the ACD group password.
4 Press # and hang up.
Your administrator can configure an ACD group to an Access button. To
log in to or to log out of the ACD group, press the specified Access
button. The indicator next to the button lights to show that you are
logged in. Your administrator can configure whether you are allowed to
log out or not.
To log in to an ACD group using the NBX NetSet utility:
1 Log in to NBX NetSet > User Information > ACD Groups.
2 Select the ACD group to log in to.
3 Click Log In, and then click Close.
If you log in to an ACD group and do not answer a call when it rings on
your telephone, the system may log you out of the group depending on
how the administrator has configured the group.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 85