Acd Call Routing; Acd Group - Iwatsu ENTERPROSE-CS Owner's Manual

 When an ACD Call is transferred from an Agent in an ACD Group to an
ECS system extension or another Agent, the call is no longer treated as
an ACD Call. When an ACD Call is transferred from an Agent in an
ACD Group to another ACD Group, the call is treated as a new ACD
Call for the second ACD Group.
 Calls may not Call Forward to an ACD Group.
 When an Agent performs a Trunk-to-Trunk Conference call, the ACD
Call is canceled.
 Up to sixty Trunk Groups may be programmed for ACD Calls.
The order in which an ACD Agent's telephone rings is as follows:
1st ........................................................ ACD Supervisor call
2nd ...................................................... Incoming ACD Call
3rd ....................................................... ECS system extension Hold Recall
4th ....................................................... Incoming ECS system extension call

ACD Call Routing

Calls to an ACD Group are distributed on the longest idle agent basis. The
longest idle agent method of call distribution sends the next ACD Call to the
ACD Agent that has not handled an ACD Call for the longest period of time
and has the highest Agent Answering Priority among the ACD Agents
currently logged-in the ACD Group. When a new ACD Agent logs into an
ACD group, the Agent becomes the ACD Agent with the least idle ACD Call
handling time. When all ACD Agents in the ACD Group are busy, ACD Calls
are placed in queue and follow the programmed Call Sequence Table for the
ACD Group. When an ACD Agent becomes free, the call routes to the first
available Agent.
An ACD Call will not be presented to an ACD Agent under the following
conditions:
 When the Agent is handling another ACD Call
 When the Agent is handling an ECS system call
 When the Agent is in the Wrap-Up state
 When the Agent is in the Not Available state.

ACD Group

An ACD Group is the destination for ACD Calls to be answered and is
comprised of ACD Agents (up to 1024 with 512 active at any given time),
ACD Supervisors, Call Sequence Table(s), Priority Change Timer and ACD
Group Expansion Timer. The ECS ACD will allow a maximum of 250 ACD
ECS ACD USER GUIDE - 228