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ISG50 User’s Guide 553
CHAPTER 38
ACD
38.1 Overview
This chapter shows you how to configure Automatic Call Distribution (ACD). ACD utilizes Skill-Based
Routing (SBR), which allows you to distribute incoming calls to specific groups of phones based on
assigned skills.
When the ISG50 receives an incoming call, the auto-attendant presents the caller with a list of
available skills and the key codes to access them. Each skill is linked to a specific group of agents.
One agent from the group can be selected to answer the incoming call based the rules defined by
the associated skill.
Figure 370 ACD Example
For example, a call comes in and the ISG50 prompts the caller with an auto-attendant greeting,
asking him to choose which “skill” he requires: an English-speaking (1) or Spanish-speaking (2)
representative. In this case, the auto-attendant’s message may say something to the effect of
“Thank you for calling Acme Mail Order Company. Press 1 for English service, o selecciones el
número 2 para Español.” Once the caller makes his selection, the call is routed to an agent
according to the skill rule set. If the caller presses the 1 key for English then, the ISG50 routes the
call to 1 of 3 available agents (A, B, and D) whose IDs appear in the English skill’s associated agent
list and based upon their current availability.
38.1.1 What You Can Do in this Chapter
•Use the ACD Global screen to set the global “wrap up” time for each extension in the ACD
system. See Section 38.2 on page 556.
•Use the Agent screen to manage the ACD agent identities. See Section 38.3 on page 556.
•Use the Skill screen to manage the ACD skills. See Section 38.4 on page 558.
•Use the Hunt Group screen to manage the hunt groups. See Section 38.5 on page 562.