Call Distribution Groups; Automatic Call Distribution (Acd) - 3Com 3C10402B Administrator's Manual

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Automatic Call
Distribution (ACD)
C D
ALL ISTRIBUTION
Call distribution groups allow for the distribution of incoming calls to the
appropriate agent without any specific action on the part of that agent.
The system supports two kinds of call distribution groups:
A hunt group is a set of telephone users that you can access when you
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dial a single extension
An Automatic Call Distribution, or ACD, group is similar in concept
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and practice to a hunt group. However, an ACD group includes other
features, such as database capabilities, that are specifically suited to
call center operations.
Topics in this chapter include:

Automatic Call Distribution (ACD)

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ACD Considerations
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Using ACD
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Hunt Groups
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For more information about these topics and configuration procedures,
see the online Help.
A call center is the general term that refers to any system that accepts
incoming calls to a site, ensures that those calls are sent to the proper
destination within the site, and manages database records on call activity
and distribution. For example, you can use the call center as a help desk,
a reservations counter, an information hotline, or a customer service
center. A telephone call center typically manages collections of telephone
extensions that are linked to a centralized database.
The ACD distributes calls to agents and queues the calls that have not
been answered before a pre-determined time period expires. The ACD
G
ROUPS