Automatic Call Distribution, ACD 

( Now called Contact Centre in manuals )

System Pre-requisites:

ACD Client license per agent

Limitations:

NO ALL RING MODE, calls are delivered to individual available agents, one at a time.

When there are available agents, calls ringing on agents phone are not in Queue, hence comfort greetings / overflows do not apply, Caller hears only “Ring tone” as call is being delivered to a phone as the calls are not queuing yet.

ONLY when all agents are unavailable ( this includes logged in agents but on a call ) do the comfort messages / overflows destinations take effect as this is when calls are “queuing”.

System programming:

ACD queue are allocated by either:

1 - Assigning a ACD Pilot number ( 11-17 ) to an ACD Queue , most common method

2 – Assigning Ring group to a an ACD Queue number ( 41-03 )

Calls can be transferred to Pilot number ( you cannot call directly from an internal handset )

Agents must be logged into the relevant Queue in order to receive any notification there is a call in the Queue ( overflow to a Non ACD Ring group or VE would be one way to prevent calls being stuck in queues that don’t have any agents logged in )

Program your agents time pattern: ( 41-05 )

Program your weekly Time pattern:  ( 41-07)

Agents do not get auto logged out, when the end time is reached, they are available if in the allotted time 00:00 to 23:59

Assign extension to Queue:

Assign a Login button:

These settings can take a few minutes to catch up , even after logging out

This is a simple setup:

Extension assigned to a single Queue

This will always display on your screen

Logged OUT                    Logged IN

Skipping Idle agents

If there are 3 idle agents , who are not present , the inbound ACD call will bounce from agent to agent and the call in the queue will NEVER be played a comfort message / queue depth message / overflow. To prevent this from happening each handset will require a *13 key programmed (off duty mode) commonly known as a Break key. Now each of the 3 phones will put the phone in off duty mode once 41-14-10 expires ( Supervising ACD Answer to Incoming Call ) , once all agents are busy now the call is played a comfort message / queue depth message , overflow options.

“Agent Identity Code” mode is a lot more flexible and better:

( should be called Queue login code as it identifies what queues you want to be a member of , not who you are )

Set the extensions ability to Login:

Set the Codes:

In the above example logging in with AIC code 1 will put the extension into Queue 1, logging in with AIC Code 2 will log you into queue 2

In the above example logging in with AIC Code 3 will log you into queues 1&2 , the matching searches all 960 entries ( it doesn’t stop when it finds a match )

***WARNING, digit length is critical. If a AI

Rest mode:

You can program a key ( *13 ACD Off Duty mode ), the purpose of this function is mainly for statistics, but is does also put your handset into “off duty” mode if your handset “rings out”                 ( 41-14-10 timer )

If you do not have a Off-Duty Mode key the call will re-ring the handset if un answered.

For that reason I would recommend against using a Off duty mode Key