Automatic Call Distribution; Acd Agent Instrument - Fujitsu CT-10 User Manual

AUTOMATIC CALL DISTRIBUTION
The Automatic Call Distribution (ACD) option enables an organization to
pool groups of customer service agents for special call handling
applications, such as airline reservations, catalog sales, newspaper want
ads, etc. Calls to a specific telephone number (referred to as the pilot
extension number) bypass the attendant and ring directly to an available
agent within the group of agents designated to handle a particular type
of call. Calls are distributed among the agents within an agent group
and are processed on a first-in, first-out basis.
ACD begins operation when a call arrives at an ACD pilot extension or is
transferred by an attendant or extension. If all agents in the ACD group
are busy, the call is placed in an ACD queue to wait for the next
available agent. When an agent becomes available, the call that has
been waiting the longest is routed to that agent.
ACD AGENT INSTRUMENT
Your CT telephone can be used as an agent instrument for receiving
ACD calls. Each agent instrument is assigned an extension number in
the same way as are other extensions.
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