NEC ELECTRA ELITE IPK II, Features And Specifications Manual

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Electra Elite IPK II Document Revision 1
Automatic Call Distribution (ACD) 2 - 47
Automatic Call Distribution (ACD)
Description
Automatic Call Distribution (ACD) uniformly distributes calls among agents of a programmed ACD
Group. When a call rings into an ACD Group, the system automatically routes the call to the agent that
has been idle the longest. Automatic Call Distribution is much more sophisticated and comprehensive
than Department Calling and other group services - it can accurately judge the work load at each agent
and distribute calls accordingly. The system allows up to 64 ACD Groups and 256 ACD agents.
You can put any agent in any group. In addition, an agent can be in more than one group only when
using AIC's). This allows, for example, a Technical Service representation to answer customer’s service
calls at lunch time when many of the Customer Service representatives are unavailable.
The ACD Master Number is the “extension number” of the whole group. Calls directly ringing or
transferred to the ACD Master number enter the group and are routed accordingly. Although the master
number can be any valid extension number, you should choose a number that is out of the normal
extension range.
Automatic Call Distribution operation is further enhanced by:
ACD Call Queuing
When all agents in an ACD Group are unavailable, an incoming call will queue and cause the Queue
Status Display to occur on the ACD Group Supervisor’s display. The display helps the supervisor keep
track of the traffic load within their group. The Queue Status Displays shows:
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The number of calls queued for an available agent in the group.
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The trunk that has been waiting the longest, and how long it has been waiting.
For each ACD Group, you can set the following conditions:
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The number of trunks that can wait in queue before the Queue Status Display occurs.
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How often the time in queue portion of the display reoccurs.
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If the supervisor should hear a Queue Alarm whenever the time in queue portion reoccurs.
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This alarm is a single beep tone that reminds the supervisor to check the condition of the queue.
ACD Overflow (With Announcements)
ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all
agents are unavailable can hear an initial announcement (called the 1st Announcement). This
announcement can be a general greeting like, “Thank you for calling. All of our agents are currently busy
helping other customers. Please stay on the line and we will help you shortly.” If the caller continues to