3Com NBX 100 Administrator's Manual - Utomatic
6
A
UTOMATIC
C
ALL
D
ISTRIBUTION
Automatic Call Distribution, or ACD, allows incoming calls to be
distributed to the appropriate agent without any specific action on the
part of that agent. ACD is similar in concept and practice to a hunt
group, but ACD includes other features, such as database capabilities,
that are specifically suited to call center operations.
Topics in this chapter include:
■
Automatic Call Distribution
■
Using ACD
■
Using Supervisory Monitoring
■
Supervisory Monitoring Usage Notes
Automatic Call
Distribution
A call center is the general term that refers to any system that accepts
incoming calls to a site, ensures that those calls are sent to the proper
destination within the site, and manages database records on call activity
and distribution. The call center can be used, for example, as a help desk,
a reservations counter, an information hotline, or a customer service
center. A telephone call center typically manages collections of telephone
extensions that are linked to a centralized database.
The ACD distributes calls to agents and queues the calls that have not
been answered before a pre-determined time period expires. The ACD
also manages recorded announcements to callers, manages individual
ACD agents and groups of agents, and provides database reports on
both calls and agents.
Configuration instructions may be found in the NBX Administrator Online
Help.