136
C
HAPTER
7: C
ALL
D
ISTRIBUTION
G
ROUPS
also manages recorded announcements to callers, manages individual
ACD agents and groups of agents, and provides database reports about
both calls and agents.
The Call Pickup feature is supported for ACD groups.
Topics in this section include:
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ACD Groups
■
ACD Shifts
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In-Queue Digit Processing and Announcements
■
ACD Group Open/Close and Announcements
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Announcements for SIP-Mode Systems
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Wrap-Up Time
■
Streaming ACD Data Through a TCP Socket
See the administrator online Help for configuration instructions.
ACD Groups
To take full advantage of ACD, organize your ACD agents into ACD
groups. An ACD group is a number of agents that the system treats as a
single entity for the purposes of handling calls.
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Supported ACD Group Types
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Multiple ACD Group Membership
■
ACD Agent List
■
ACD Licenses
■
ACD Group Populations
Supported ACD Group Types
The system supports the following ACD group types:
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ACD Linear Group
The system can distribute calls to the group in a linear fashion. An
incoming call goes to the agent ranked first and, if the agent is not
available, then to the agent ranked second. The process continues in
this way until the system completes the rankings, at which point the
call cycles to top of the rankings list to begin again.
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ACD Circular Group
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: ......