Acd Terminology - Avaya Communication Manager Contact Center Manual

Automatic Call Distribution (ACD) basics

ACD terminology

The following terms provide general familiarity with the ACD environment.
Agent
Agent In Multiple
Splits/Skills
Agent State
Announcements
CAS
CMS
contact center
Call Distribution
Methods
18 Communication Manager Guide to ACD Call Centers
An agent is a person assigned to one or more splits/skills and handles calls
to/from an extension in those splits/skills.
Depending on the ACD software, an agent can be a member of multiple
splits/skills.
Agent state is a term or code that represents the current availability status of an
agent. The term agent state also represents a user ability to change an agent's
availability within the system.
An announcement is a pre-recorded message delivered to a caller in queue
requesting the caller to remain on-line, prompting the caller for information or
directing the caller to another destination. When a call is in queue, depending on
the length of time in queue, an automatic recording can encourage the caller to
hang on, call back later, call another number, leave a message or can be used
with call prompting to direct the caller to specific destinations. These
announcements can be scheduled to occur periodically.
Centralized Attendant Service.
CAS is a system feature used when more than one communication server is
employed. CAS is an attendant or group of attendants that handles the calls for
all servers in that particular network.
Available only with Category A.
Call Management System.
CMS is an adjunct (basic software package or optional enhanced software
package) that collects call data from a communication server resident ACD.
CMS provides call management performance recording and reporting. It can
also be used to perform some ACD administration. CMS allows users to
determine how well their customers are being served and how efficient their call
management operation is.
Available only with Category A.
A contact center provides a centralized location where a group of agents or
company representatives communicate with customers via incoming or outgoing
calls.
The ACD can distribute calls to agents in a split/skill in the following ways:
— Direct (linear) Hunting
— EAD-LOA (Expert Agent Distribution-Least Occupied Agent)
— EAD-MIA (Expert Agent Distribution-Most Idle Agent)
— UCD-LOA (Uniform Call Distribution-Least Occupied Agent)
— UCD-MIA (Uniform Call Distribution-Most Idle Agent)