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An administrator can configure an ACD group in which all members are fax machines.
Incoming faxes are routed to an available fax machine. Depending on the type of ACD
group configured, if no fax machine is available, pending faxes may be queued until a
machine becomes available or they may be sent to the call coverage point.
The method used to allocate a call to an available ACD group member is determined by
a configured call ring pattern for that group. Pattern types include linear, circular, and
calling groups, MIA group, LCC groups. These patterns are described in
ACD Group
Types
.
If you are a member of an ACD group, your administrator should provide the following
information:
The type of ACD group to which you belong. The ACD group type determines the
ringing pattern followed by incoming calls. See
ACD Group Types
.
Your ACD group number. You need this number to log in to the ACD group. You
must be logged in to receive calls directed to the ACD group. See
Logging In to an
ACD Group
.
You can be a member of, and logged in to, multiple ACD groups, which may be of
different ACD group types.
As an ACD group member, you should also be aware of how ACD group calls work with
other VCX telephone features, such as call conferencing. See
ACD Group Interaction
with Other Features.
ACD Group Types
The type of ACD group determines how incoming calls are allocated to group members.
You can configure a linear ACD group, a circular ACD group, a calling group, a MIA
group, a LCC group.
To illustrate the differences between ACD group types, assume you have configured
four members (A, B, C, and D) for each type. Note that a member must be logged in to
both the VCX system and the group to receive a call.
Linear ACD Group
:
An incoming call always rings at the first member phone of the
group, then, if the call is not answered, at the phone of the next member in the group
list.
For example, if A, B, C, and D are all logged in, an incoming call will always ring first
at member A’s extension. If A does not answer, the call is routed to member B’s
extension, and so on until the last member of the group is reached. If no member is
logged in, the call is routed to the call coverage point immediately. When the total
timeout value configured for the group is reached or the last ACD group member
fails to answer (whichever happens first), the call is routed to the call coverage point
(see the discussion of timeout values and call coverage points later in this section)
.
Circular ACD Group
:
An incoming call rings at the member phone following the
member to whom the last call was routed. If the call is not answered, the call rings at
the phone of the next member in the group list.
For example, if A, B, C, and D are all logged in and member B received that last call,
the next call will ring at member C’s extension. If C does not answer, the call is routed
to member D’s extension, and so on until the total timeout value for the group is
reached (see the discussion of timeout values later in this section).
