Automatic Call Distribution - 3Com 3103 User Manual

A call center is a general term that refers to any system that accepts
incoming calls to a site and ensures that those calls are sent to the proper
destination within the site. The call center can be used, for example, as a
help desk, a reservations counter, an information hotline, or a customer
service center.
If you do not answer, calls that come in to your telephone:
Automatic Call Automatic Call Distribution (ACD) distributes calls to agents and queues
Distribution the calls that have not been answered before a predetermined time
expires. The ACD also manages prerecorded announcements to callers,
manages individual ACD agents and groups of agents, and provides
database reports on both calls and agents.
Calls coming into ACD are distributed according to rules configured by
the administrator. An agent becomes available to receive ACD calls by
logging in to the ACD group.
To log in to an ACD group using your 3Com Manager's Telephone:
1 Press the Features soft button.
2 Scroll to ACD Login Enabled.
3 Press Select.
4 Dial the ACD group number.
5 Dial the ACD group password and press .
To log out of an ACD group using your 3Com Manager's Telephone:
1 Press the Features soft button.
2 Scroll to ACD Login Enabled.
3 Press Select.
4 Dial the ACD group number.
5 Dial the ACD group password and press .
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups
Through your extension go to the call coverage point that you have
set up.
Through an automatic call distribution group, hunt group, or calling
group follow the call coverage path set up by the administrator for
that group.
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