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ECS ACD USER GUIDE - 227
Automatic Call Distribution (ACD)
Overview
ECS ACD is a combination of specially designed hardware and software that
is compatible with any ECS telephone system to provide Automatic Call
Distribution capability. ACD can be of benefit to any organization because it
distributes calls equally among employees and ensures that callers are handled
in the most efficient manner.
ECS ACD is designed to provide the most flexible, integrated ACD product
offering. Unique to ECS ACD is extension priority assignment. This priority
enhancement allows calls transferred to an ACD Group from an ECS
extension or an automated attendant/voice mail machine to be answered prior
to other calls presented to the ACD Group.
TASKE
®
Contact, a call center management and reporting software solution,
may be added to the ECS ACD package. TASKE
®
Contact allows ACD
Supervisors to view contact center activity in real time. In addition, TASKE
®
Contact offers the ability to generate over 150 detailed reports on call details,
abandoned calls, extensions, queue groups and much more. ECS ACD
Supervisors have access to this information from their network PC or remotely
via the Internet.
ACD Calls
The following type of calls may be directed to an ACD Group:

CO line calls programmed to a specified ACD Group.

E&M Tie Line calls when the calling party dials an ACD Group Access
Number.

DID calls when the DID conversion number is programmed to be an
ACD Group Access Number.

DISA calls when the calling party dials an ACD Group Access Number.

Unscreened transfer calls from an ECS system extension or another
ACD Agent in the system when the transferring party dials an ACD
Group Access Number.

Extension calls that dial an ACD Group Access Number.

T1 span calls programmed as CO, E&M or DID lines.

IP Networking calls configured as CO, E&M or DID lines.
ACD Calls are subject to the following conditions:

ACD calls are not subject to Hold Recall.