Specifications

With ACD, calls directed to a central service facility
are routed to the appropriate call queues.
Calls entering each of the queues are directed to the
first available agent. Based on parameters programmed
when configuring your system, the ACD system
determines which agent is able to process the call first,
thus enabling your organization to reduce the time
callers must wait. The calls are processed according to
the priority that you set for the ACD plan. Calls to an
ACD plan may be interflowed to any station, attendant
console, attendant position, trunk, trunk group, hunt
group, MDN, ACD plan, speed dial number, or an
ImaGEN or voice-store-and-forward mailbox. ACD
provides a very flexible system for determining call
distribution and routing to the agents. Calls can ring or
be automatically connected to the agent. Agents can be
given wrap-up time to handle activities, such as entering
an order, before the next call is received.
PC ACD: The PC ACD provides a PC-based ACD
agent console that enables the ACD agent to perform
all of the agent functions from a PC. The PC ACD uses
the same port on a line card as the ACD agent telephone
would use and provides a CTI link to allow integration
of third party applications.
ACD I.Q. SYSTEM
The ACD I.Q. is a sophisticated, Windows-
based, online automatic call distribution management
information system and reporting package that runs on
a PC connected to a APPLync data card installed in a
Avanti telephone set. The ACD I.Q. computer receives
data concerning the call processing activities of each
ACD agent and of all of the ACD groups and queues
in the system.
ACD I.Q. can generate online reports that provide real-
time ACD call-processing data, or offline reports that
provide a historical perspective of ACD call processing.
The station that is connected to the ACD computer is
not dedicated to that function, but can continue to
perform all other functions.
ACD I.Q. allows you to request various types of reports
and specify the time frames for the reports. In addition,
21Automatic Call Distribution (ACD) Application Options
Figure 13 ACD I.Q sample agent status and call distribution windows