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Automatic Call Distribution
Issue 1.0 May 2003 77
Automatic Call Distribution
Automatic Call Distribution (ACD) allows incoming calls to connect automatically to specific
splits/skills. An ACD split/skill is simply a hunt group that is designed to receive a high
volume of similar calls. Calls to a specific split/skill are automatically distributed among the
agents, or hunt group members, assigned to that split/skill. Calls queue to the split/skill
until an agent is available.
An ACD agent can be a physical telephone extension, an individual attendant extension,
or, in an Expert Agent Selection (EAS) environment, an agent login ID. An agent can be
logged into multiple splits/skills. However, in a non-EAS environment, agents can be
logged into only one split if that split is administered for Multiple Call Handling (MCH).
You can assign a supervisor to each split/skill. The split/skill supervisor can listen in on
agent calls, monitor the split/skill queue status, and assist agents on ACD calls. Although
supervisors can assist agents on ACD calls, the supervisors do not normally receive ACD
calls unless they are also members of the split/skill.
If you have Call Management System (CMS) or Basic Call Management System (BCMS),
you can measure and create reports on the status of ACD agents, splits/skills, and trunks.
See
Agent Call Handling on page 59 and Call Management System (Category A only) on
page 119 or Basic Call Management System on page 91 before setting up your ACD splits.
See Agent Call Handling on page 59 for detail on administering agent functions and
operations.
The following figure depicts a typical ACD arrangement.