Mitel SX-200 Practices page 807

2
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ACD Overview
2.1
This section of the practice gives a general overview of Automatic Call Distribution
(ACD) and describes the basic components found in ACD systems. If you are familiar
with ACD concepts, turn to Section 3 of this practice for details on the implementation
of the ACD 7ll6./3WAREEF? feature for the SX-ZQO DIGITAL PABX.
, Aitomatic Call Distribution
2.2
Automatic Call Distribution (ACD) offers uniform distribution of incoming calls to
station users (agents). Calls are routed to groups of agents according to the type of
information or service required by the caller. The agents are trained and equipped to
provide the particular information or service the caller is requesting, If calls cannot be
handled immediately, the caller is usually entertained with recorded announcements
and/or music until an agent is available.
Most ACD systems generate one or more reports listing call handling statistics and
ACD traffic levels. The system administrator uses these reports when determining
optimum staffing levels, acceptable caller delay times, and use of system resources.
ACD Applications
2.3
Typical ACD applications include airline reservation offices, telephone order desks
for department stores, and customer service departments of telephone or cable TV
companies, In all cases, the caller is attempting to reach an individual who can
supply a service, answer a question, take a reservation, or accept a purchase order,
Call Queueing
2.4
To ensure optimum use of personnel and system resources, historical calling
patterns are often used to determine staffing levels for the agents. Most ACD
installations set staffing at levels that ensure the average number of callers equals or
exceeds the number of agents. During peak periods when all agents are busy, callers
are placed in a queue to wait for the first available agent.
While a caller is waiting in the queue, the ACD system can provide recorded
announcements and music at predetermined intervals. The first recording typically
advises the caller that all agents are busy, and that an agent will answer as soon as
possible. If an agent is unavailable after a programmed interval, additional recordings
can inform the caller about call progress, or advise the caller of information that will be
required when the agent answers.
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