3Com VCX Manual page 65

Linear ACD Group — An incoming call always rings at the first member phone of
the group, then, if the call is not answered, at the phone of the next member in the
group list.
For example, if A, B, C, and D are all logged in, an incoming call will always ring first at
member A's extension. If A does not answer, the call is routed to member B's extension,
and so on until the last member of the group is reached. If no member is logged in, the
call is routed to the call coverage point immediately. When the total timeout value
configured for the group is reached or the last ACD group member fails to answer
(whichever happens first), the call is routed to the call coverage point (see the
discussion of timeout values and call coverage points later in this section).
Circular ACD Group — An incoming call rings at the member phone following the
member to whom the last call was routed. If the call is not answered, the call rings at
the phone of the next member in the group list.
For example, if A, B, C, and D are all logged in and member B received that last call, the
next call will ring at member C's extension. If C does not answer, the call is routed to
member D's extension, and so on until the total timeout value for the group is reached
(see the discussion of timeout values later in this section).
Calling ACD Group — An incoming call rings simultaneously on all member
phones that are logged in, even if a member is on another call.
For example, if A, B, C, and D are all available, an incoming call will ring simultaneously
at all four extensions until the total timeout value for the group is reached (see the
discussion of timeout values later in this section).
The practical effects of this behavior are as follows:
A Calling Group call alerts an agent's telephone that is busy or on another call
once, then blinks on one of the System Appearance lines.
Only one call is served out to the ACD queue. The other calls must wait to be
served or routed to call coverage until after the Total Timeout value has been
reached.
If all Calling Group members are logged out, the system forwards the call to call
coverage immediately.
You cannot configure the system to log out an agent that does not answer
automatically.
MIA ACD Group —The system can distribute calls to the group on the basis of idle
time; that is, the system directs the call to the agent who has been idle for the longest
amount of time, then to the agent that has been idle the next, longest amount of time.
If the second agent does not answer the call, the system then treats the call as linear.
For example: if 'A', 'B', 'C' are logged in to the ACD group, then call is routed to the
member who is the most idle since it's last ACD call. Say the idle timestamp of 'A', 'B',
'C' are t1, t2 and t3 respectively where t1 is greater than t2 and t2 is greater than t3 then
the call is routed to 'C'. If all members are busy or logged out than call will wait till the
total timeout or any member comes into the available state. Upon total timeout call is
routed to the specified call coverage. (see the discussion of timeout values and call
coverage points later in this section).
LCC ACD Group —Least Call Count mode distributes calls to ACD agents based
on the number of calls that those agents have answered in a defined period of time.