Acd Group Types Supported; Acd Agent List; Acd Licenses - 3Com NBX 100 Administrator's Manual

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HAPTER UTOMATIC
ACD Group Types
Supported

ACD Agent List

ACD Licenses

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ALL ISTRIBUTION
The NBX system supports the following ACD group types:
ACD Linear Group
The NBX system is able to distribute calls to the group in a linear
fashion. The incoming call goes to the agent ranked first and, if the
agent is not available, the agent ranked second. The process continues
in this way until the system completes the rankings, at which point the
call cycles to top of the rankings list to begin again.
ACD Circular Group
The NBX system is able to distribute calls to the group in circular
fashion. The system attempts to first place the incoming call with the
agent whose rank follows the agent that got the last call. If this agent
is not available, the call goes to the next ranking agent. If the second
agent is not available, the NBX system from that point on treats the
call as linear.
ACD Most Idle Agent Group
The NBX system is able to distribute calls to the group on the basis of
idle time; that is, the system directs the call to the agent who has gone
the longest amount of time without having answered a call, then to
the agent that has gone the next-longest amount of time. If the call is
not answered by the second agent, the NBX system from that point
on treats the call as linear.
All types provide a timeout value that determines final call handling, such
as voice mail or Auto Attendant, if the timeout value is exceeded.
Both ACDs and hunt groups act upon a list of selected extensions rather
than the entire directory of phone extensions on the NBX system. In the
case of ACD, the supervisor creates this list, called an Agent list.
The NBX system does not support bridged station appearance behavior
for ACD agents. When a bridged station appearance is added as an agent
to an ACD group, the NBX system routes incoming ACD group calls to
the primary phone only.
The number of agents that can be added to this Agent list is determined
by a software license. The Base License key for ACD by default allows two
agents. You can purchase an additional license that authorizes three more
agents, for a total of five. Thereafter, you purchase licenses that add
agents by increments of five.