Tainet IPBX 230, User Manual

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Chapter 5 Feature Configuration
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5.11 Automatic Call Distribution
TAINET IPBX 230 implements Automatic Call Distribution (ACD) by queues and
agents. A pool of agents is created first and then one or more queues could be
added with distinct service numbers and a list of agent extensions. Each agent
should be bound with an existed extension to take calls and each queue could
have a specific distribution policy, such as round robin, ring all, least recent, fewest
calls, and random. With such settings one can enable agents located at any
location to serve a unified queue of calls. This comes with a benefit that
administrative changes can be made in a single place, and these changes
immediately become effective for all calls and all agents. This not only enables
distributed centers to be operated cost-effectively, but also reduces the cost and
complexity of implementing home-based agents, who now only need an IP
connection to serve calls in queues. Refer to Table 5.11.1 for creating an agent
pool, and Table 5.11.2 for setting queues. Select Feature -> ACD to configure
agents and queues.
5.11.1 Set Agent Login and Logout
Before add agents or queues of the ACD, the administrator has to give universal
Agent Login and Logout numbers for all agents.
Click the Agent Login / Logout tab.
Enter numbers in Agent Login and Agent Logout.
Click MOD to apply login and logout numbers to all agents.
5.11.2 Add an Agent or a Queue
Click the Add New tab.
Enter settings shown in Table 5.11.1 and Table 5.11.2.
Click ADD at the bottom of the page.
The newly added agent or queue should display in the Management page.