Chapter 1 Introduction; What Is Acd; Equitable Distribution Of Calls Among Agents - NEC univerge sv8100 Installation Manual

Introduction
W
S 1
HAT IS
ECTION
1.1
ACD Installation Manual
ACD?

Equitable Distribution of Calls Among Agents

Automatic Call Distribution (ACD) uniformly distributes calls among
member agents of a programmed ACD Group. When a call rings
into an ACD Group, the system automatically routes the call to the
agent that has been idle the longest. Automatic Call Distribution is
much more sophisticated and comprehensive than Department
Calling and other group services – it can accurately judge the work
load at each agent and distribute calls accordingly. Automatic Call
Distribution operation is further enhanced by:
ACD Announcements (which play to incoming callers)

ACD Call Queuing

ACD Overflow

Agent Log In and Log Out Services

Call Monitoring

Enhanced DSS Operation

Flexible Time Schedules

Supervisory Functions

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