User guide

Automatic Call Distribution
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Table 6 describes optional ACD telephone features for the SX-200 and 3300 ICP.
Table 6 Optional ACD Features and Benefits
Feature Description Benefit SX-200 3300 ICP
Skills Based
Routing
Agents are
programmed in agent
groups/skill groups,
which enables they
system to route calls to
the next available,
highest-skilled agent
within a skill group.
• Ensures that each call is
routed to the best
available resource to
meet the customer’s
needs
• Shortens training time
and creates career path
opportunities
No Standard
Skill Level
Routing
Skill level routing
enables the system to
route calls to the next
available,
highest-skilled agent
within a skill group, but
gives priority to agents
who have higher skill
level assignments in
any given group. Each
agent in a group is
assigned a skill level
from 1 - 500. Agents
appearing in more than
one group may be
assigned a different
skill level for each
group. Calls to a group
are routed to the most
skilled available agent.
If agents of equal skill
are available, the call is
routed to the longest
idle agent.
• Ensures that each call is
routed to the best
available resource to
meet the customer’s
needs
• Shortens training time
and creates career path
opportunities
No Standard
Agent Skills
Group
Supports a number of
different agent groups
(A logical grouping of
agents trained to
support a particular line
of business)
• Ensures each call is
routed to the best
available resource to
meet the customer’s
needs
• Shortens training time
and creates career path
opportunities
No Standard
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