Instruction manual

System Features
INTER-TEL
®
5000 ADMINISTRATOR GUIDE – Issue 2.3, September 2007
Page 128 ACD Hunt Groups
ACD Hunt Groups
Automatic Call Distribution (ACD) can be programmed to distribute hunt group calls to equal-
ize call time or call count among the available members. If the System OAI Events premium
feature is included in your software license, ACD hunt groups can also be programmed to send
call information records that can be processed by an external device connected to a system
serial port (such as Contact Center Suite).
ACD hunt groups can use the standard hunt group features described on page 117, and/or the
UCD features described on page 121.
ACD Call Distribution
When an intercom or outside call is transferred or rings in to the ACD hunt group, it can circu-
late in linear or distributed order (as described on page 117) or using one of the following ACD
distribution methods:.
The Restart ACD Idle Time Upon Login flag affects how the longest idle time is calculated.
See page 131 for more information
.
• Longest Idle: An incoming
call is sent to the endpoint
that has not been involved in
a call to this hunt group for
the longest period of time. (It
does not count calls that were
received through other hunt
groups, direct ring-ins, or
transfers.
• Balanced Call Count: To
balance the call load, each
incoming call is sent to the
endpoint that has received the
fewest calls through this hunt
group. (It does not count calls
that were received through
other hunt groups, direct ring-
ins, or transfers.)
When an agent logs in to a balanced call count ACD hunt group (or comes out of Do-Not-Dis-
turb mode), the system checks the average call count for that ACD hunt group and assigns that
average count to the endpoint logging in. This prevents the agent who is logging in from
receiving all of the incoming calls until the call count of the lowest agent catches up with his
call count. For example, if there are five agents logged in whose call counts are 5, 5, 5, 10, and
10, the average call count of 7 will be assigned to the next agent who logs in.
If an extension list is included in an ACD hunt group set for Longest Idle or Balanced Call
Count distribution, it will treat each endpoint in the extension list as a separate agent; it will
not ring all of the endpoints on the list at the same time. If the hunt group is set for linear or
distributed order, a call will ring all endpoints on an extension list at the same time when the
call reaches that point in the hunt group list.
IMPORTANT
The Automatic Call Distribution Hunt Groups premium feature is required to
use ACD hunt group features.
LONGEST IDLE DISTRIBUTION
ACD HUNT GROUP
Ext. 2000
Ext. 1000
Ext. 1001
Ext. 1002
Ext. 1003
Next call will be sent here
TIME IDLE
(3 min.)
(10 min.)
(6 min.)
(1 min.)
BALANCED CALL COUNT DISTRIBUTION
ACD HUNT GROUP
Ext. 2000
Ext. 1000
Ext. 1001
Ext. 1002
Ext. 1003
Next call will be sent here
NUMBER OF CALLS
(10 calls)
(16 calls)
(6 calls)
(3 calls)