3Com 3101, User Manual

Page: 84 / 134

84 C
HAPTER
7: G
ETTING
M
ORE FROM
Y
OUR
T
ELEPHONE
S
YSTEM
Automatic Call
Distribution
Groups, Hunt
Groups, and Calling
Groups
Your administrator can establish formal and informal call centers so that
incoming calls can be directed to several telephones that have been
associated into automatic call distribution groups, hunt groups, or calling
groups.
A call center is a general term that refers to any system that accepts
incoming calls to a site and ensures that those calls are sent to the proper
destination within the site. The call center can be used, for example, as a
help desk, a reservations counter, an information hotline, or a customer
service center.
If you do not answer, calls that come in to your telephone:
■
Through your extension go to the call coverage point that you have
set up.
■
Through an automatic call distribution group, hunt group, or calling
group follow the call coverage path set up by the administrator for
that group.
Automatic Call
Distribution
Automatic Call Distribution (ACD) distributes calls to agents and queues
the calls that have not been answered before a predetermined time
expires. The ACD also manages prerecorded announcements to callers,
manages individual ACD agents and groups of agents, and provides
database reports on both calls and agents.
Calls coming into ACD are distributed according to rules configured by
the administrator. An agent becomes available to receive ACD calls by
logging in to the ACD group.
To log in to an ACD group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the ACD group. Your administrator
can tell you which feature code to use.
3 Dial the ACD group password. Your administrator can tell you which
password to use.
4 Press # and hang up.
To log out of an ACD group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the ACD group.