About This Guide; What Is Automatic Call Distribution (Acd) - Mitel 5224 Manual

About this Guide

This guide describes operation of the Automatic Call Distribution (ACD) Feature
Package on Mitel Networks IP Phones.
For operation of other features associated with a Mitel Networks IP Phone (some
of which will work in conjunction with ACD), refer to the set guide.

What is Automatic Call Distribution (ACD)?

The Automatic Call Distribution Feature Package is offered by the
Mitel Networks 3300 Integrated Communications Platform (ICP). ACD is a
method of switching large volumes of similar calls directly to a selected group of
extensions (Agents). All calls are distributed equally among the Agents. The calls
are all of a similar nature, and the Agents are trained/equipped to provide the
particular information or service the caller is requesting.
Typical examples of ACD applications include:
•
airline reservation offices
•
telephone order desks for large retail stores
•
customer service departments of telephone or cable T.V.
companies.
When there are more incoming calls than available Agents, the calls may be
routed to recordings. The recordings can advise the callers that all Agents are
busy, and that an Agent will answer as soon as possible. Various recordings may
be provided to inform the caller as to call progress if an Agent is not accessed
immediately, or to advise the caller of information the Agent will require when
connection is established.
The 3300 ICP distributes calls to the Agents in so that all Agents are given an
equal workload. A Supervisor usually oversees the operation, monitors the
activity of the Agents, and handles any situations that may arise.
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