Instruction manual

DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
Hunt Group Solutions
12-3Automatic Call Distribution
12
In Figure 12-1, Split A receives calls only when agents are available, since Split A
has no queue. Calls to Split B can be queued while agents are unavailable, and
redirected to Split C if not answered within an administered time. Calls to Split C
are redirected to voice mail if they are not answered within an administered time.
Figure 12-1. An Example of Automatic Call Distribution
The system places all Automatic Call Distribution calls into a queue. Each call
stays in the queue until an agent becomes available, until an optional timed inter-
val 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. The call can be sent to a coverage path, or it can be connected to
another announcement.
1) DEFINITY BCS/GuestWorks 5) Split C: General Information
2) Incoming Lines 6) Queues
3) Split A: Business Travel 7) Call Coverage to Split C
4) Split B: Personal Travel 8) Voice Mail