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Automatic Call Distribution (ACD) 5 Call Center
Overview
555-233-001 — Issue 2 — November 2000
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Two features provide for redirection of ACD hunt group calls:
• Intraflow allows an ACD call to be redirected from one hunt group to another
through coverage paths that are assigned to determine call-redirection criteria.
• Interflow allows new calls in a hunt group’s queue to overflow and be sent to
another ACD hunt group on another system using the Call Forwarding All Calls
feature. Interflow can be useful during the evening, during peak operation times,
or at other times when agents are unavailable.
ACD agents can use any DEFINITY telephone. The CALLMASTER digital
telephone is particularly recommended to meet the needs of ACD agents. A number
of special ACD agent features can be assigned to agents’ telephones to enable them to
perform their jobs effectively. In addition, special features are available to assist
supervisors in observing and monitoring the performance of these agents.
Additional features provide even more options when using ACD:
• Queue-Status lamps or displays (on telephones with a digital display) show call
status for calls waiting in an ACD queue. Queue-Status also displays oldest call
waiting time.
• Dialed Number Identification Service allows agents to identify (via display
telephones) the purpose of each incoming call and appropriately greet the caller.
• Automatic Available hunt group allows the CONVERSANT Voice Information
System or other “nonhuman” agent positions to be staffed automatically and
made available.
• Each agent can be logged in to as many as four hunt groups at once.
• Malicious Call Trace allows you to designate stations that can trace emergency or
threatening calls. When an agent receives a malicious call, the agent presses the
Malicious Call Trace button. The system gathers trace information and connects a
voice recorder to the call. All equipment used to complete the call is held up (the
call cannot be disconnected) until the feature is deactivated.
• Redirection on No Answer allows an unanswered, ringing call to be redirected to
an ACD queue or to a Vector Directory Number after an administered interval.
The agent position will also be taken out of service.
• Station Hunting allows calls to be routed first to the called extension, then
according to a linear, circular, or modified circular sequence of extensions. The
circular sequences work to distribute calls equitably, ensuring that there are no
overworked “first” extensions in a hunt group.