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Automatic Call Distribution (ACD) basics
LAI
Leave Word
Calling
MCT
Night Service
Priority Queue
QDN
Queues
(split/skill and/or
attendant)
Service
Observing
Skill
Split
Split/Skill
Administration
20 Communication Manager Guide to ACD Call Centers
Look Ahead Interflow.
LAI allows users to balance the call work load between multiple contact centers
on separate communication servers. LAI uses ISDN to allow multiple servers to
communicate and interflow when appropriate.
Available only with Category A.
Leave Word Calling is a system feature that allows messages to be stored for
any ACD split/skill and allows for retrieval by a covering user of that split/skill or a
system wide message retriever.
Malicious Call Trace.
MCT allows an agent to notify a predefined party a malicious caller is on the line.
It also involves enabling a recording device to record the call.
Night Service is used when a call arrives after normal work hours. The call can
be redirected to another destination such as another split/skill, an extension, the
attendant, an announcement with forced disconnect, or a message center. Night
Service can take one of three forms:
— Hunt Group (Split/Skill) Night Service
— Trunk Group Night Service
— System Night Service
The priority queue is a segment of a split's/skill's queue from which calls are
taken first.
Queue Directory Number.
QDN is an associated extension number of a split. It is not normally dialed to
reach a split. The split can be accessed by dialing the QDN. The QDN is also
referred to as a split group extension.
If calls cannot be answered immediately, they are routed to a call collection point
(split/skill queue or attendant queue) where calls are held until a split/skill agent
or attendant can answer them. Calls are ordered as they arrive and they are
served in that order. Depending on the time delay in answering the call,
announcements, music, or prepared messages may be employed until the call is
answered.
Service observing is a feature used to train new agents and observe in-progress
calls. The observer (split/skill supervisor) can toggle between a listen-only mode
or a listen/talk mode during calls in progress.
An ability given to an agent to meet a specific customer requirement or a contact
center business requirement.
Available only with Category A and EAS active.
A group of extensions/agents that can receive standard calls and/or special
purpose calls from one or more trunk groups.
Split/Skill administration is the ability to assign, monitor, or move agents to
specific splits/skills. It also involves changing reporting parameters within the
system.
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