7
C
ALL
D
ISTRIBUTION
G
ROUPS
Call distribution groups allow for the distribution of incoming calls to the
appropriate agent without any specific action on the part of that agent.
The system supports two kinds of call distribution groups:
■
A
hunt group
is a set of telephone users that you can access when you
dial a single extension
■
An Automatic Call Distribution, or ACD, group is similar in concept
and practice to a hunt group. However, an ACD group includes other
features, such as database capabilities, that are specifically suited to
call center operations.
Topics in this chapter include:
■
Automatic Call Distribution (ACD)
■
ACD Considerations
■
Using ACD
■
Hunt Groups
For more information about these topics and configuration procedures,
see the online Help.
Automatic Call
Distribution (ACD)
A call center is the general term that refers to any system that accepts
incoming calls to a site, ensures that those calls are sent to the proper
destination within the site, and manages database records on call activity
and distribution. For example, you can use the call center as a help desk,
a reservations counter, an information hotline, or a customer service
center. A telephone call center typically manages collections of telephone
extensions that are linked to a centralized database.
The ACD distributes calls to agents and queues the calls that have not
been answered before a pre-determined time period expires. The ACD
Summary of Contents for 3C10402B
Page 18: ...18 ...
Page 22: ...22 ABOUT THIS GUIDE ...
Page 26: ...26 CHAPTER 1 INTRODUCTION ...
Page 74: ...74 CHAPTER 3 FEATURE SETTINGS ...
Page 130: ...130 CHAPTER 5 TELEPHONE CONFIGURATION ...
Page 156: ...156 CHAPTER 7 CALL DISTRIBUTION GROUPS ...
Page 194: ...194 CHAPTER 8 PSTN GATEWAY CONFIGURATION ...
Page 256: ...256 CHAPTER 10 SIP MODE OPERATIONS ...
Page 328: ...328 CHAPTER 11 DIAL PLAN ...
Page 360: ...360 CHAPTER 13 DOWNLOADS ...
Page 370: ...370 CHAPTER 14 LICENSING AND UPGRADES ...
Page 406: ...406 CHAPTER 16 NETWORK MANAGEMENT ...
Page 412: ...412 CHAPTER 17 COUNTRY SETTINGS ...
Page 450: ...450 APPENDIX A INTEGRATING THIRD PARTY MESSAGING ...
Page 456: ...456 APPENDIX B ISDN COMPLETION CAUSE CODES ...
Page 510: ...510 APPENDIX F OUTBOUND CALLER ID AND 911 SERVICE ...
Page 546: ...546 APPENDIX G NBX ENTERPRISE MIB ...
Page 566: ...566 GLOSSARY ...
Page 578: ...578 INDEX ...
Page 582: ......