Technical data

ACD Basic Feature 10-1
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
Chapter 10
ACD (Automatic Call Distribution)
ACD (Automatic Call Distribution) feature provides the service to distribute calls to agents in an
efficient way. Each agent can set or change own specific state and get ready to receive the ACD
calls. And supervisor can be assigned to each group and they can change the ACD group
status.
ACD Basic Feature
ACD calls are analyzed first by the system to find an appropriate agent who will receive the call.
System selects one of the free agents and then directs the ACD call to the agent selected.
Each agent registered in admin has to log in first to receive an ACD call. If all the agents are in
busy status or in logout status, the next ACD calls will be queued. When one of the agents goes
to ready state or idle state, the queued ACD call is routed to the agent in ready state. While an
ACD call is being queued, queuing announcement will be served.
• ACD Group has 5 types of status: Normal / Forward / Overflow / Night / Holiday. Each
status of ACD calls can be handled at the same time.
• Each ACD group can have one Supervisor and three Sub-Supervisors. A Supervisor
or Sub-Supervisor can monitor the state of an agent and can also check the group's
call traffic.
• Each ACD group can have a maximum of 50 agents. To answer the ACD call, agents
have to log-in.
Items MBX IP 100 MBX IP 300
Number of ACD Group 20 50
Number of Supervisor 1 1
Number of Sub-Supervisor 3 3
Number of Agents 50 50
Max Queue Count 99 99
Max Steps for Queue Announcement 5 5
ACD Agent Priority 20 (1-20) 20 (1-20)
Release 1.0
November 2010