3Com VCX Manual page 66

In other words, the agent with the least number of answered calls for a given duration of
time becomes the next available agent. For example, two agents in a group each have
been logged in to their ACD group for ten minutes. Agent One, has answered five calls
and Agent Two has answered ten calls. In this case, the system assigns Agent One to
receive the next incoming call.
All types provide a timeout value that defines final call handling, such as voice mail or
Auto Attendant, if the timeout value is exceeded. (see the discussion of timeout values
and call coverage points later in this section)
For each ACD group type, you configure two timeout values:
Device Timeout — Specifies how long the VCX call processor rings at one
extension before moving to the next extension if there is no answer.
Total Timeout — Specifies how long the VCX call processor attempts to make a
connection within the group before directing the call to the group's call coverage point.
You can configure the call coverage point to be:
A voice mailbox
Another group
An individual extension
An Auto Attendant number
An external phone number
Each ACD group has a default call coverage point. However, you can also create a call
coverage plan that specifies where unanswered calls should be redirected based on a
specific date, day of the week, or time.
Table 7 summarizes how the five group types route incoming calls.
Table 7 ACD Group and Calling Group Behavior
ACD No
Type Members
Immediat
elygo to
Linear
Call
coverage
Go to call
Circular
coverage
Most Idle
Go to call
Agent(MI
coverage
A)
Members
Agent
logged
Ranks
out
Wait for
Agents
someone
list starts
to log in
with the
or if
predefine
timeout
d list
reached
Agents
Wait for
list starts
someone
at where
to log in
it stopped
or if
in
timeout
previous
reached
call
It
Wait for maintains
somebod a queue
y logs in and starts
till Time with the
out most idle
agent
Call
Members Override
busy Total
Timeout
Queues
this call
and wait
for
Go to Call
someone
Coverage
to get free
or if
timeout
reached
Wait for
someone
to get free Go to Call
or if Coverage
timeout
reached
Queues
this call
and wait
for Go to Call
somebod Coverage
y to get
free till
Time out
Total
Timeout
Go to Call
Coverage
Go to Call
Coverage
Go to Call
Coverage