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Automatic Call Distribution (ACD)
DEFINITY Enterprise Communications Server Release 8.2
Overview
555-233-002
Issue 1
April 2000
to develop more precise staffing forecasting models or use it with schedule-adherence
packages to ensure that agents are performing scheduled activities at the scheduled
time. You must have Expert Agent Selection (EAS) enabled to use reason codes.
Call Center Release Control
Determines which features are "active" on your switch. Call Center Release Control will
control whether certain new Call Center software features are available to you.
Redirection on No Answer
Redirects a ringing ACD split or skill call or Direct Agent Call after an administered
number of rings. This prevents an unanswered call from ringing indefinitely. The call can
redirect either to the split or skill to be answered by another agent or to a Vector Directory
Number (VDN) for alternative call handling. Direct Agent Calls route to the agent’s
coverage path, or to a VDN if no coverage path is administered. You must have ACD
enabled to use this feature.
Intraflow and Interflow
Intraflow and Interflow allow you to redirect ACD calls from one split to another split.
Intraflow redirects calls to other splits within the system using Call Coverage or Call
Forwarding All Calls. Interflow redirects calls to an external split or location using Call
Forwarding All Calls. You can have calls redirected from one split to another
conditionally
,
according to the coverage path’s redirection criteria. For example, you can define a split’s
coverage path to automatically redirect incoming ACD calls to another split when a
terminal is busy or unanswered.
Look-Ahead Interflow
Balances the load of ACD calls across multiple locations. With Look-Ahead Interflow
(LAI), you can optionally route a call to a backup location based on your system’s ability
to handle the call within parameters defined in a vector. In turn, the backup system can
accept or deny the call also based on defined parameters.
Enhanced LAI allows interflowing only the call(s) at or near the head of the queue to
provide First In/First Out (FIFO) or FIFO-like call distribution and significantly reduce call
and trunk processing for LAI.
233002_1.book Page 96 Monday, February 21, 2000 8:28 AM