Ericsson ACD Agent, Руководство пользователя

Страница: 6 / 24

The ACD Function
BusinessPhone – ACD Agent 6
The ACD Function
Automatic Call Distribution (ACD) is a system that distributes
incoming calls evenly among the members of an answering group -
the Agents.
Incoming calls are distributed to free Agents. If several Agents are
free, the call will be presented to the Agent who has waited the
longest. If a call cannot be connected immediately to a free Agent it
will be placed in a queue. Each queue is handled according to the
First-in First-out principle. If maximum queue length is obtained,
incoming calls can be overflowed to an alternative answering
position, e.g. another call group, an extension, the operator or a
Voice Mailbox.
The system can be programmed for dynamic queue length, this
means that the maximum queue length will vary proportionally to
the number of active Agents, and thus maintains an even service
level. Priority overflow patterns (i.e. calls that cannot be answered
by Agents with the highest priority are automatically overflowed to
free Agents with lower priorities) can also be pre-programmed to
handle specific traffic conditions.
To monitor the work load and call traffic, the Supervisor is provided
with statistical call information. The Supervisor can re-organize the
ACD groups to meet varying demand or, if needed, provide Agents
with direct assistance on the phone.
During peak hours the Supervisor can also activate himself as a
normal Agent position.
Each Agent can be a member of several ACD groups. The system
can handle up to eight ACD groups (numbered 0 - 7), each with a
specific call number.
Your Agent position is equipped with a Dialog 4222 Office /
Dialog 3211 & 3212, or Dialog 4223 Professional / Dialog 3213
system telephone. These phones have special pre-programmed
keys related to the specific ACD features.
ACDAgentEn.book Page 6 Wednesday, January 15, 2003 11:29 AM