Avaya Communication Manager Contact Center, Руководство пользователя

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What the ACD does
Issue 1.0 May 2003 25
What the ACD does
Automatic Call Distribution (ACD) is a communication server software feature that
processes high-volume incoming, outgoing, and internal calls and distributes them to
groups of extensions called hunt groups or splits. The communication server also sends
information about the operation of the ACD to the CMS which stores and formats the data
and produces real-time and historical reports on ACD activity. For more detailed
information about ACD, read the feature description in the product documentation that
came with your communication server.
ACD is used by a contact center to route incoming calls to specifically assigned splits/skills
and agents. ACD allows a system administrator to create an efficient call management
environment. This administrator can add or remove splits/skills from the system, add or
remove announcements, add or remove agents, add trunk groups and route calls to the
appropriate splits/skills. The administrator can also specify ACD measurement criteria and
use an optional CMS package to provide reports on ACD efficiency.
Things to know before you start
A voice response port or a person who answers ACD calls is called an agent. Companies
that operate high-volume call-answering centers, for example, a catalogue sales center, a
reservations center, or a customer service center, use the ACD feature to process
incoming calls and distribute them to agents. In addition to agents, each ACD split can be
assigned a split supervisor. The split supervisor uses various communication server and
CMS features to monitor split and agent performance and to provide assistance if
necessary. Maintaining trunks from the CO to the communication server and hiring agents
to answer calls costs money. However, if customers who call to purchase goods or
services have difficulty reaching an agent and, therefore, stop trying to get through, the
contact center loses revenue. Contact center management needs, therefore, to determine
how many trunks and agents are necessary to minimize costs and maximize the ability of
customers to purchase goods or services. Management can then set up and maintain the
ACD accordingly.
Automatic-in processing of ACD calls
Through communication server administration, each automatic-in trunk group is assigned
to an ACD split. All calls that come in on an automatic-in trunk group are directed to the
assigned split. Then the ACD software distributes the calls to the agent extensions
assigned to the split according to the assigned call distribution method (described later).