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

About this Guide

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

What is Automatic Call Distribution (ACD)?

The Automatic Call Distribution (ACD) Feature Packages are offered by the
Mitel 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 department 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 may 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 Mitel 3300 ICP also distributes calls to the Agents so that all Agents are
given an equal workload. A Supervisor usually oversees the operation, monitors
the activity of the Agents, and handles unusual situations that may arise.
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