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Automatic Call Distribution (ACD) basics
Things to know before you start
The capability of a telephone to receive EXT-IN calls or to make EXT-OUT calls can be
restricted through communication server administration. The following descriptions of
agent call handling assume that the Multiple Call Handling (MCH) feature is not assigned.
Agent availability and call handling are different for splits assigned the MCH feature.
ACD calls are distributed only to available agent extensions. To be considered available,
an agent must first staff an agent extension and then select a call-answering mode
(automatic in or manual in).
Staffing agent extensions without EAS
To staff an agent extension on the communication server without the EAS feature, an
agent must dial a login access code or press the LOGIN button on the agent's telephone.
The agent must then dial a split number and a login ID. The login ID length, the login dial
access code, and, if desired, the LOGIN button are assigned through communication
server administration. The split number may also be assigned to the LOGIN button or to
another telephone button.
Staffing multiple splits
An agent can log in from any extension assigned to a split. An agent can log into as many
as four splits. To the communication server and CMS, each login counts toward the
maximum number of agent members that can be measured. That is, if four agents are
each logged into three splits, the agent member count is 12.
Agent login
Agent login lets ACD (and CMS) know an extension is active and logged into the system
(AUX work mode). Pressing the login button and then following the appropriate system
login procedure makes the extension staffed in AUXWORK. This procedure varies with the
type system you have.
Agent logout
Agent logout lets ACD (and CMS) know an extension is no longer active.
Agent request for supervisor assistance
When supervisor assistance is needed, an agent can press the ASSIST button or dial the
ASSIST feature access code and the split/skill group number brings the designated person
on line. On G2 the agent must place the current call on hold before pressing ASSIST. On
G3 pressing ASSIST automatically places the current call on hold.
38 Communication Manager Guide to ACD Call Centers
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