User guide

Automatic Call Distribution
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Table 5 describes core ACD features for the SX-200/SX-200 ICP, SX-2000, and 3300 ICP.
Table 5 Core ACD Features and Benefits
Feature Description Benefit
SX-200/
SX-200 ICP
3300 ICP
ACD Positions Structures the handling
of ACD calls into a
hierarchy of ACD
positions. The ACD
supports three types of
positions:
• Agents, who handle
ACD calls
• Supervisors, who
monitor agents
• Senior supervisors,
who monitor
supervisors
• Shortens the training
time and creates
career path
opportunities
Yes No
ACD Path
(Queue)
• Guides a wide variety
of incoming calls
through the system
according to
customized routes
• Defines all information
required for each type
of call, including how
the system will handle
queued callers and
which grouping of
agents will be
allocated the calls
• Optimizes pooled
resources to achieve a
more cost-effective
work flow
• Delivers consistent
processes and
services
Yes
• Supports up to
99 ACD
queues,
including one
Primary Agent
group and
three Overflow
Agent groups
per queue
Yes
• Supports up to
999 ACD
queues (3300),
including one
Primary Agent
group and
three Overflow
Agent groups
per queue
Path (Queue)
Priority
Each queue is assigned
a priority level with level
one being the highest
• Reduces
communication costs
and improves
customer service with
reduced call queue
times
• For example, a queue
receiving expensive
incoming calls, such
as collect long
distance calls, can be
assigned as a
high-priority queue so
those callers may be
answered first
Yes
• Assigns
priority levels
from 1 - 99
• Calls arriving
on high-priority
paths may
move directly
to the front of
the call
queues.
Yes
• Assigns
priority levels
from 1 - 64
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