Acd Group Types - 3Com VCX Manual

ACD Group Types

Your extension and the call coverage point you have set up (see Configuring a Call
Coverage Point).
An ACD group that follows the call coverage path assigned by an administrator for
that group.
An ACD group is a group of VCX telephone extensions that are configured under a
virtual extension. An incoming call to the virtual extension rings on the telephone of one
ACD group member. If that member's telephone is in use, or if that member does not
answer the call, the system logical searches by built algorithms for another member of
the group until the call is answered or is forwarded to the group call coverage point. For
example, if there are no available members of the ACD group, the call might be
forwarded to a group mailbox or to the receptionist. In addition, ACD group members
can be in a distributed environment across multiple sites in the Enterprise.
An administrator can configure an ACD group in which all members are fax machines.
Incoming faxes are routed to an available fax machine. Depending on the type of ACD
group configured, if no fax machine is available, pending faxes may be queued until a
machine becomes available or they may be sent to the call coverage point.
The method used to route for an available ACD group member is determined by a
configured call ring pattern for that group. Pattern types include linear, circular, and
calling groups, Most Idle Agent(MIA) group, Least Call Count(LCC) groups. These
patterns are described in ACD Group Types.
If you dial an ACD group number using SA1, and then press the SA1 button while the
call is ringing the ACD group number, the ACD group call does not disconnect. To
disconnect a call while dialing an ACD group, press the hookswitch or hang up the
phone.
If you are a member of an ACD group, your administrator should provide the following
information:
The type of ACD group to which you belong. The ACD group type determines the
ringing pattern followed by incoming calls. See ACD Group Types.
Your ACD group number. You need this number to log in to the ACD group. You must be
logged in to receive calls directed to the ACD group. See Logging In to an ACD Group.
You can be a member of, and logged in to, multiple ACD groups, which may be of
different ACD group types.
As an ACD group member, you should also be aware of how ACD group calls work with
other VCX telephone features, such as call conferencing. See ACD Group Interaction
with Other Features.
The type of ACD group determines how incoming calls are allocated to group members.
You can configure a linear ACD group, a circular ACD group, a calling group, a MIA
group, a LCC group.
To illustrate the differences between ACD group types, assume you have configured
four members (A, B, C, and D) for each type. Note that a member must be logged in to
both the VCX system and the group to receive a call.