ACD & UCD Groups
4
FlexSet 120/280 User Guide
Display Message
Key LED
ACD & UCD Groups
An ACD/UCD group is a number of stations operating together for the purpose of automatic call distribution. The ACD/
UCD groups form the building blocks for modern call centers. The Automatic/Uniform Call Distribution Systems improve
incoming call handling by queuing and routing callers. They are used in businesses handling a large volume of incoming
calls. ACD/UCD systems prevent from giving busy tone to incoming callers. They encourage callers to wait rather than
ring elsewhere.
The incoming calls are distributed among a group of agents. Agents can log in or out of the group. When all lines are in
use, an announcement plays for callers waiting in queue. If the queue is full, calls are routed to a predetermined telephone
number.
Calls incoming to an ACD/UCD group are answered by free agents, according to system wide defined rules. The most
common ACD rule enables the longest waiting call to be answered by the agent who has been waiting for a call for the
longest period of time. UCD groups do not provide call distribution to the longest waiting staff. The UCD system
automatically delivers each incoming call to the next available agent.
The following ACD/UCD features are available:
Feature
Page
Calls Waiting Display (ACD only)
. . . . . . . . . . . . . .
5
Load ID - for ACD Group
. . . . . . . . . . . . . . . . . . . .
6
Log-In/Out - for a Single ACD Group
. . . . . . . . . . .
8
Primary Log-In - for ACD Group
. . . . . . . . . . . . .
10
Release/Resume from All Groups
. . . . . . . . . . . . .
12
Release/Resume from a single UCD Group
. . . . . .
13
Wrap-Up Code - for ACD Group (#1977)
. . . . . . . .
14
Wrap-Up Time On/Off (#1976)
. . . . . . . . . . . . . . .
15
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