Automatic Call Distribution (Acd) - NEC Univerge SV8100 Features And Specifications Manual

UNIVERGE SV8100
Description
Automatic Call Distribution (ACD) uniformly distributes calls among agents of a programmed ACD Group.
When a call rings into an ACD Group, the system automatically routes the call to the agent that has been
idle the longest. Automatic Call Distribution is much more sophisticated and comprehensive than
Department Calling and other group services – it can accurately judge the work load at each agent and
distribute calls accordingly. The system allows up to 64 ACD Groups and 256 ACD agents.
You can put any agent in any group. An agent can be in more than one group only when using AICs. This
allows, for example, a Technical Service representation to answer customer service calls at lunch when
many of the Customer Service representatives are unavailable.
The ACD Master Number is the extension number of the whole group. Calls directly ringing or transferred
to the ACD Master number enter the group and are routed accordingly. Although the master number can
be any valid extension number, you should choose a number that is out of the normal extension range.
Automatic Call Distribution operation is further enhanced by:
ACD Call Queuing
When all agents in an ACD Group are unavailable, an incoming call queues and causes the Queue Status
Display to occur on the ACD Group Supervisor display. The display helps the supervisor keep track of the
traffic load in their group.
The Queue Status Displays shows:
The number of calls queued for an available agent in the group.
The trunk that has been waiting the longest, and how long it has been waiting.
For each ACD Group, you can set the following conditions:
The number of trunks that can wait in queue before the Queue Status Display occurs.
How often the time in queue portion of the display reoccurs.
If the supervisor should hear a Queue Alarm when the time in queue portion reoccurs.
This alarm is a single beep tone that reminds the supervisor to check the condition of the queue.
A remote K-CCIS user can call, or transfer to an ACD Pilot number. However, an incoming K-CCIS
call to the ACD Pilot does NOT provide a Link Reconnect.
SV8100 Features and Specifications Manual

Automatic Call Distribution (ACD)

Issue 1.0
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