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Automatic Call Distribution (ACD) basics
Distributing and handling calls
This section describes how calls are distributed to agents and how agents handle the calls.
The section contains the following topics:
Call distribution methods without EAS
Call distribution methods with EAS
How agents handle calls
Split supervisor telephone buttons.
ACD calls are delivered to agents according to the type of call distribution (also known as
hunting) that is assigned to the split/skill. This section explains the different types of call
distribution.
When the ACD and Queue field on the Hunt Group form are set to y, queues for agents
and queues for calls are established in the communication server. These queues are used
to handle incoming calls based on the type of call distribution that is implemented. The
types of call distribution available for use depend on whether or not EAS is used by the
contact center.
Call distribution methods without EAS
Without EAS, the following call distribution methods are available:
Direct Department Calling
Uniform Call Distribution-Most Idle Agent (UCD-MIA)
Note:
Note:
Direct
ACD software searches for an available agent in the order that extensions were assigned
to the split (through communication server administration), starting with the first extension
assigned to the split. This type of call distribution is most useful when management wants
the most effective or most experienced agents to handle more calls. Agents are rank-
ordered from most to least effective and then are assigned to the split in that order. Direct
call distribution is called Direct Department Calling (DDC).
If you administer a split for DDC, an incoming call is routed to the first available agent
extension in the administered sequence. If the agent is not available, the call routes to the
next available agent, and so on. Incoming calls are always routed to the first agent in the
sequence, so calls are not evenly distributed among agents.
34 Communication Manager Guide to ACD Call Centers
The following descriptions of ACD call distribution assume that the Multiple
Call Handling (MCH) feature is not assigned. Agent availability is different
for splits assigned the MCH feature.
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