3Com NBX 100 Administrator's Manual - page 136
136
C
HAPTER
7: C
ALL
D
ISTRIBUTION
G
ROUPS
also manages recorded announcements to callers, manages individual
ACD agents and groups of agents, and provides database reports about
both calls and agents.
The Call Pickup feature is supported for ACD groups.
Topics in this section include:
■
ACD Groups
■
ACD Shifts
■
In-Queue Digit Processing and Announcements
■
ACD Group Open/Close and Announcements
■
Announcements for SIP-Mode Systems
■
Wrap-Up Time
■
Streaming ACD Data Through a TCP Socket
See the administrator online Help for configuration instructions.
ACD Groups
To take full advantage of ACD, organize your ACD agents into ACD
groups. An ACD group is a number of agents that the system treats as a
single entity for the purposes of handling calls.
■
Supported ACD Group Types
■
Multiple ACD Group Membership
■
ACD Agent List
■
ACD Licenses
■
ACD Group Populations
Supported ACD Group Types
The system supports the following ACD group types:
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ACD Linear Group
The system can distribute calls to the group in a linear fashion. An
incoming call goes to the agent ranked first and, if the agent is not
available, then to the agent ranked second. The process continues in
this way until the system completes the rankings, at which point the
call cycles to top of the rankings list to begin again.
■
ACD Circular Group