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ACD / UCD
ACD / UCD
The Automatic Call Distribution (ACD) feature is available with
optional software. When purchased, Uniform Call Distribution
(UCD) is not used and is replaced by the ACD functions.
ACD Call Factor
The Call Factor feature is used exclusively with digital voice
mail to provide average call duration to the caller. This feature
can be activated from administration or the ACD supervisor can
use a flexible button [580]+[550-565]+ [FFF] (FFF=Call Factor)
to enter the factor (average call duration).
This formula is used to calculate the average call duration:
(Place in Queue) (Call Factor)
----------------------------------------------
Number of Agents Logged into Group
ACD Call Qualifier
While agent is on a call:
1. Press the preprogrammed CALL QUALIFIER flexible button,
followed by the three-digit qualify code.
2. Enter a [
.
confirmation tone sounds through the keyset speaker, if
programmed.
ACD CIQ Display Button
To assign an ACD CALLS IN QUEUE DISPLAY flexible button:
Dial [579]+[XXX].
(XXX = ACD group number 550-565)
❑
Flex
Btn
❑
Flex
Btn
] to complete the sequence. A short burst of
❑
Flex
Btn
5
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