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DEFINITY Enterprise Communications Server Release 8.2
Overview
555-233-002
Issue 1
April 2000
Call Center Features
93
Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD)
ACD is the basic building block for Call Center applications. ACD offers you a method for
distributing incoming calls efficiently and equitably among available agents. With ACD,
incoming calls can be directed to the first idle or most idle agent within a group of agents.
Agents in an ACD environment are assigned to a hunt group, a group of agents handling
the same types of calls. A hunt group is also known as a split or skill with EAS.
A hunt group is especially useful when you expect a high number of calls to a particular
phone number. A hunt group might consist of people trained to handle calls on specific
topics. For example, the group might be:
■ A benefits department within your company
■ A service department for products you sell
■ A travel reservations service
■ A pool of attendants
In addition, a hunt group might consist of a group of shared telecommunications facilities.
For example, the group might be:
■ A modem pool
■ A group of data-line circuit ports
■ A group of data modules
In the Figure 13 example, Hunt Group A receives calls only when agents are available
since it has no queue. Calls to Hunt Group B can be queued while agents are unavailable,
and redirected to Hunt Group C if not answered within an administrable time. Calls to
Hunt Group C are redirected to voice mail if not answered within an administrable time.
233002_1.book Page 93 Monday, February 21, 2000 8:28 AM