Acd/Ucd; Acd Call Factor; Acd Call Qualifier - Vodavi Station User Manual

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 qualifier code.
2. Enter a [ ] to complete the sequence. A short burst of
confirmation tone sounds.
-or-
Press the one-touch preprogrammed CALL QUALIFIER
flexible button.
5