Automatic Call Distribution (Acd - NEC Xen IPK Features & Specifications Manual

Phone system

Hide thumbs Also See for Xen IPK:

Table of Contents

Automatic Call

Distribution (ACD)

AVAILABILITY

Features and Specifications Manual

The Automatic Call Distribution (ACD) feature permits any incoming calls

(DIT, ANA, DID, and CO Ring Transfer) to a prearranged ACD Group of

Agents. An incoming call is distributed to the Agent of the ACD Group that

has been idle the longest. The ACD feature has four distinct parts: Call

Distribution, Agents and Supervisor Function, Status screens and

Management Information System (MIS) reports, and Delay Announcement.

Terminal Type

All terminals.

Required Components

MIFA-U( ) ETU

KMA( )-UA for ACD/MIS

VRS(4)-U( ) ETU for Delay Announcement.

Refer to the Automatic Call Distribution Manual:

CALL PROCESSING

This section includes the following features:

Abandoned Call Search

Abandoned incoming calls are not connected to Agent Positions. The

system can recognize abandoned calls and remove them from the queue

on trunks that provide calling party disconnect supervision.

Call Distribution to Agents

Calls are automatically distributed in a uniform manner among Agents in an

ACD Group. Calls are distributed to the longest idle Agent Position. When

incoming calls are holding, the oldest call is connected to the first available

Agent position.

Call Transfer to ACD Group Queue

CO Trunk calls that have terminated to either a normal station, ACD Agent,

or Supervisor Position may be transferred to an ACD group queue.