Tadiran Telecom Aeonix T200M Series, User Manual

Page: 80 / 316

Station Telephony Features 66 T200M Series User Guide (Coral IPx / FlexiCom)
ACD and UCD Hunt Groups
ACD and UCD Hunt Groups
An ACD/UCD group is a number of stations operating together for the purpose of automatic call distribution. The ACD/UCD
groups form the building blocks for modern call centers. The Automatic/Uniform Call Distribution Systems improve
incoming call handling by queuing and routing callers. They are used in businesses handling a large volume of incoming
calls. ACD/UCD systems prevent incoming callers from receiving busy tones. They encourage callers to wait rather than ring
elsewhere.
The incoming calls are distributed among a group of agents. Agents can log in or out of the group. When all lines are in use,
an announcement plays for callers waiting in queue. If the queue is full, calls are routed to a predetermined telephone number.
Calls incoming to an ACD/UCD group are answered by free agents, according to system wide defined rules. The most
commonly used rule by an ACD is for the longest waiting call to be answered by the agent who has been waiting for a call for
the longest period of time. UCD groups do not provide call distribution to the longest waiting staff. The UCD system
automatically delivers each incoming call to the next available agent's line.
Select
[ACD]
to access the ACD and UCD options.
Page 1
10:50 26 May 2007 Company xyz
user name station number


GpCl
[ACD]
Lock Exec
Page 2
ACD & UCD Hunt Groups

Wait ID LogI pLog