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Automatic Call Distribution (ACD) 5 Call Center
Overview
555-233-001 — Issue 2 — November 2000
5-
2
Automatic Call Distribution (ACD)
If your company has departments (such as sales, billing, or customer service) that
handle large volumes of incoming calls, you can benefit by using DEFINITY ONE’s
powerful ACD capabilities. ACD is the basic building block for Call Center
applications.
ACD offers a method of distributing incoming calls efficiently and equitably among
available employees or agents. ACD also offers a number of ways to connect an agent
to a call. For example, with most idle agent distribution, an incoming call is routed to
the agent who has been available for the longest time, resulting in more balanced
agent workload.
Agents in an ACD environment are assigned to a hunt group, a group of agents
handling the same types of calls. DEFINITY ONE supports up to 99 different hunt
groups. Each hunt group has associated trunks, stations, recordings, and queues. You
can assign many ACD features on a per-hunt group basis to meet the different needs
of diverse agent groups. You can link a telephone number to an ACD hunt group by
associating a published number (often an 800 number) with the hunt group’s
extension number.
In the Figure 5-1 on page 5-3 example of a travel agency, Hunt Group A receives
calls only when agents are available since it has no queue. Calls to Hunt Group B can
be queued while agents are unavailable and then redirected to Hunt Group C if not
answered within an administrable time. Calls to Hunt Group C are redirected to
AUDIX if they are not answered within an administrable time.