User guide

General Information Guide
24
How ACD Works: The ACD Routing Engine
The ACD routing engine (on the 3300 ICP) involves several basic components:
• Incoming lines or trunks that point to an ACD path
• Paths (queues) that point to a group (you can configure one primary answer group and up
to three overflow groups)
• Agent groups
• Recorded announcements to greet waiting callers
• Music on hold (to entertain waiting callers between recordings)
Each ACD agent is assigned a unique agent identification (ID) number that is associated with
an answering group. The agent ID is similar to a telephone directory number and can be
assigned a name in the telephone directory.
Agents can log into any ACD-enabled phone set and receive calls, providing agent mobility.
During the agent login, the set assumes the personal profile of the agent, which includes the
assigned name, class of service (CoS), class of restriction (CoR), group memberships, and
path memberships.
Central to ACD functionality is the ACD path. A number of possible paths can be defined in the
ACD system. The ACD path is a flexible call-routing method that provides the information
required for handling incoming calls. Each path has a set of parameters that determine how
the system handles queued callers, what system resources to use, when the call is to be
answered, and which group will answer the call. Based on customer requirements, each call
received is directed to a path. Calls are queued for an agent group based on the path priority
and the order of arrival at that path. Each ACD path is assigned a priority number. A call to a
path adopts the path’s priority, which allows incoming calls to be directed based on their
importance and expense.
Calls are routed to the longest idle agent within a group, or optionally, to the longest idle agent
with the highest skill level for that group (3300 ICP, SX-200, 5000, Axxess).