3Com 3C10402B Administrator's Manual page 138

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ISTRIBUTION ROUPS
If all Calling Group members are logged out, the system forwards
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the call to call coverage immediately.
If there are no current members in the Calling Group, the system
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forwards the call immediately to the call coverage path.
You cannot configure the system to log out an agent that does not
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answer automatically.
Multiple ACD Group Membership
If any agent is a member of more than one ACD group, the system tracks
requirements such as Least Call Count and Most Idle Agent so that these
requirements are taken into account when calls are routed to that agent.
For example, Agent One is a member of two ACD groups. Agent One's
call count reflects the total of calls received from both groups, so Agent
One's idle time reflects the total for calls that come from both groups. The
system routes calls to Agent One based on this calculation.
You can use this feature to allow agents with different skill sets to be a
part of multiple ACD groups.
ACD Agent List
Both ACDs and hunt groups act upon a list of selected extensions rather
than the entire directory of telephone extensions on the system. In the
case of ACD, the supervisor creates this list, called an Agent list.
The system does not support bridged station appearance behavior for
ACD agents. When a bridged station appearance is added as an agent to
an ACD group, the system routes incoming ACD group calls to the
primary telephone only.
ACD Licenses
A software license determines the number of agents that you can add to
the Agent list. The Base License key for ACD allows two agents. You can
purchase an additional license that authorizes three more agents, for a
total of five agents. Thereafter, you must purchase licenses to add agents
by increments of five agents.
You may configure a maximum of 200 ACD agents for each system.