Lucent Technologies DEFINITY ProLogix Solutions, Обзор

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5 Automatic Call Distribution (ACD)
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-11
DEFINITY ProLogix Solutions places all Automatic Call Distribution calls into a queue. Each call stays in
the queue until an agent becomes available, until an optional timed interval expires, or until the caller hangs
up. If the call has not been answered after an administrable period of time, an announcement can be played
for queued callers. The call can then be connected to music to let the caller know that the call has not been
dropped; it can be sent to a coverage path; or it can be connected to another announcement.
You can set a maximum queue length in a group to anywhere from 0 to 999 calls, and you can establish a
queue warning level. If the preset maximum queue length is reached, additional incoming calls are
redirected to a call-coverage path (if administered), ensuring that calls are routed to an extension that will
answer or are given a busy signal. A priority-queuing feature allows you to designate which calls should
receive priority; these calls override the standard first-in-first-out queuing pattern.
Two features provide for redirection of ACD hunt group calls.
•
Intraflow allows an ACD call to be redirected from one hunt group to another
through coverage paths that are assigned to determine call redirection criteria.
• Interflow allows new calls in a hunt group’s queue to overflow and be sent to
another ACD hunt group on another system using the Call Forwarding All Calls
feature. Interflow can be useful during the evening, during peak operation times,
or at other times when agents are unavailable.
ACD agents can use any DEFINITY ProLogix Solutions telephone. The CALLMASTER digital telephone
is particularly recommended to meet the needs of ACD agents. A number of special ACD agent features can
be assigned to these agents’ telephones to enable them to perform their jobs effectively. In addition, special
features are available to assist supervisors in observing and monitoring the performance of these agents.