Chapter 1 Introduction; Section 1 What Is Acd - NEC SL2100 Installation Manual

Introduction
1
S 1 WHAT IS ACD?
ECTION
1.1 Equitable Distribution of Calls Among Agents
Automatic Call Distribution (ACD) uniformly distributes calls among member agents of a programmed
ACD Group. When a call rings into an ACD Group, the system automatically routes the call to the
agent that has been idle the longest. Automatic Call Distribution is much more sophisticated and
comprehensive than Department Calling and other group services – it can accurately judge the work
load at each agent and distribute calls accordingly. Automatic Call Distribution operation is further
enhanced by:
• ACD Announcements (which play to incoming callers)
• ACD Call Queuing
• ACD Overflow
• Agent Log In and Log Out Services
• Flexible Time Schedules
1.2 Unique Considerations
Simplifying Multiline Operation with One-Touch Keys
A Multiline user can access many features through Service Codes (e.g., Service Code *0 answers a
Message Waiting from a co-worker). To streamline the operation of their phone, a Multiline user can
store these codes under One-Touch Keys. This provides one-button operation for almost any feature.
To find out more, read the One-Touch Calling and One-Touch Serial Operation features in your
Features and Specifications Manual.
Programmable Keys
When reading an instruction using programmable keys, you will see a notation similar to (Program
15-07-01 or SC 751: 05). This means that the key requires function code 05, and you can program this
code through Program 15-07-01 or by dialing Service Code 751. Service Code 752 is also used and
requires a previously programmed "751" key to be undefined before the system will accept the 752
programming (if a key is programmed with a function using the 751 code, undefine the key using 751
+ 000). Refer to the Programmable Function Keys feature in your Features and Specifications Manual
if you need more information.
Using Handsfree
The manual assumes each extension has Automatic Handsfree. This lets a user just press a line key
or the SPEAKER key to answer or place a call. For extensions without Automatic Handsfree, the user
must:
• Lift the handset or press the SPEAKER key for Intercom dial tone
• Lift the handset or press the SPEAKER key, then press a line key for trunk dial tone
ACD Installation Manual 1-1