Avaya Communication Manager Contact Center, Руководство пользователя

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Issue 1.0 May 2003 17
Chapter 1: Automatic Call Distribution (ACD)
basics
This chapter gives an overview of the Automatic Call Distribution (ACD) feature, and
addresses ACD terminology, communication server features, how the ACD processes
calls, split queues, distributing and handling calls, and the ACD and call management
systems.
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ACD terminology defines common terms that are used throughout this book.
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The Communication server features section defines ACDs and explains how the
following features work: trunks, trunk groups, and extensions; automatic-in processing;
communication server attendant; and Direct Inward Dialing (DID) processing.
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The What the ACD does section discusses how the ACD uses Automatic-in and Direct
Inward Dialing (DID) to process calls.
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Split Queues defines a split queue and explains how to set up call processing to a split,
including announcements for calls in a split queue; answer supervision and abandoned
calls, intraflow and interflow, and night service for the ECS and Generic 3.
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Distributing and Handling Calls describes how calls are distributed to agents and how
agents handle the calls. It also defines the split supervisor telephone buttons.
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ACD and call management systems — CMS and BCMS describes how CMS collects
measured data on splits/skills, extensions, trunks, trunk groups, VDNs, and vectors.
This section also includes communication server features that affect CMS data, such as
Hold, Conference, Transfer, Multiple Call Handling, and so forth.
Category A versus Category B
The ACD feature is available with communication servers that are sized differently and
allow for different features to be implemented. These differences fall into two categories:
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Category A — allows for all ACD-related features to be implemented, according to what
the customer purchases. Category A supports the CMS and CAS adjuncts.
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Category B — includes Avaya BCS and GuestWorks. Category B allows for all basic
ACD-related features to be implemented, excluding EAS, Avaya Business Advocate,
and Avaya CMS Supervisor. Category B does not support the CMS and CAS adjuncts.