Instruction manual

Understanding Automatic Call Distribution
Issue 3 July 2001
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call center
Viewing system capacity
The capacities of your system depend on the type of switch you
have, the software you’re using, and your contract with Avaya.
Use the System Capacity screen to view the maximum capacities
of your system and your current level of usage. Remember,
however, that the capacities you’ve purchased from Avaya may
be lower than the maximums shown on the switch.
For example, to find out how many hunt groups your DEFINITY
ECS can support:
1. Type
display capacity and press RETURN.
The System Capacity screen appears.
2. Go to the page that shows capacities for Hunt Groups,
Splits, or Skills.
This screen shows the system limits for hunt groups and
how much of this capacity is currently used.
Understanding Automatic Call Distribution
Automatic Call Distribution (ACD) is a DEFINITY feature used
in many call centers. ACD gives you greater flexibility to control
call flow and to measure the performance of agents.
ACD systems operate differently from non-ACD systems, and
they can be much more complex. ACD systems can also be more
powerful because they allow you to use features and products that
are not available in non-ACD systems.