Automatic Call Distribution (Acd) - NEC SL2100 Features And Specifications Manual

ISSUE 1.0 SL2100

Automatic Call Distribution (ACD)

Description
Automatic Call Distribution (ACD) uniformly distributes calls among 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. The system allows up to 8 ACD Groups and 128 ACD agents.
The ACD Master Number is the extension number of the whole group. Calls directly ringing or
A
transferred to the ACD Master number enter the group and are routed accordingly. Although the
master number can be any valid extension number, you should choose a number that is out of the
normal extension range.
Automatic Call Distribution operation is further enhanced by:
ACD Call Queuing
When all agents in an ACD Group are unavailable, an incoming call queues and causes the Queue
Status Display to occur on the ACD agent's display. The display helps the agent keep track of the
traffic load in their group.
The Queue Status Displays shows:
• The number of calls queued for an available agent in the group.
• The trunk that has been waiting the longest, and how long it has been waiting.
For each ACD Group, you can set the following conditions:
• The number of trunks that can wait in queue before the Queue Status Display occurs.
• How often the time in queue portion of the display reoccurs.
• If the supervisor should hear a Queue Alarm when the time in queue portion reoccurs.
• This alarm is a single beep tone that reminds the supervisor to check the condition of the queue.
ACD Overflow (With Announcements)
ACD offers extensive overflow options for another ACD Group. For example, a caller ringing in when
all agents are unavailable can hear an initial announcement (called the 1st Announcement). This
announcement can be a general greeting like, "Thank you for calling. All of our agents are currently
busy helping other customers. Please stay on the line and we will help you shortly." If the caller
continues to wait, you can have them hear another announcement (called the 2nd Announcement)
such as, "Your business is important to us. Your call will be automatically answered by the first
available agent. Please stay on the line." If all the ACD Group agents still are unavailable, the call can
automatically overflow to another ACD Group or the Voice Mail. If all agents in the overflow ACD
Group are busy, Lookback Routing automatically ensures that the waiting call rings into the first agent
in either group that becomes free.
You can assign an ACD Group with any combination of 1st Announcement, 2nd Announcement and
overflow methods. You can have, for example, a Technical Service group that plays only the 2nd
Announcement to callers and then immediately overflows to Voice Mail. At the same time, you can
have a Customer Service group that plays both announcements and does not overflow.
You can assign an ACD Group to play the Queue Depth only when using the VRS for message. The
Queue Depth can be played after the 1st Announcement only, 2nd Announcement only, or after both
Announcements.
Features and Specifications Manual 1-59