Acd & Ucd Groups - Tadiran Telecom T328 User Manual

ACD & UCD Groups
An ACD/UCD group is a number of stations operating together for the purpose of automatic call distribution.
The ACD/UCD groups form the building blocks of modern call centers. The Automatic/Uniform Call Distribution
Systems improve incoming call handling by queuing and routing callers. They are used in businesses handling a large
volume of incoming calls. ACD/UCD systems prevent sending a busy tone to incoming callers. A recording encourages
callers to wait rather than ring elsewhere.
The incoming calls are distributed among a group of agents. Agents can log in or out of the group. When all lines are in use,
an announcement plays for callers waiting in queue. If the queue is full, calls are routed to a predetermined phone number.
Calls incoming to an ACD/UCD group are answered by free agents, according to system-wide defined rules. The most
common ACD rule enables the longest waiting call to be answered by the agent who has been waiting for a call for the
longest period of time. UCD groups do not provide call distribution to the longest waiting staff. The UCD system
automatically delivers each incoming call to the next available agent.
The following ACD/UCD features are available:
FEATURE ............................................................................PAGE
LOAD ID - FOR ACD GROUP
LOG-IN/OUT - FOR A SINGLE ACD GROUP
PRIMARY LOG-IN - FOR ACD GROUP
RELEASE/RESUME FROM ALL GROUPS
RELEASE/RESUME FROM A UCD GROUP
WRAP-UP CODE - FOR ACD GROUP
WRAP-UP TIME ON/OFF
ACD & UCD Groups
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94 T328 Executive IP Phone User Guide (Coral IPx/FlexiCom)