3Com NBX 100 Administrator's Manual - page 139
Automatic Call Distribution (ACD)
139
ACD Group Populations
ACD administrators typically organize agents whose functions are
logically related into entities called ACD groups. These groups can be
used instead or with the ACD Agent List while creating (or modifying) the
ACDs. ACD groups can be added as members of the ACD along with the
individual extensions from the ACD Agent List.
ACD Shifts
ACD can provide different kinds of work shifts for ACD agents. As well as
managing calls, ACD shifts can differentiate work assignments in the
Real-Time Streaming Statistics, and to reset internal statistics used by the
Most Idle Agent and Least Call Count call distribution methods.
The ACD shift feature is not available on SIP mode systems.
You can set up an ACD group to have any one of the following shifts:
■
24-hour shift – The ACD group always accepts incoming calls. This is
the default behavior.
■
Shift that uses system business hours – The ACD group uses
defined business hours (click System-Wide Settings > Business Hours).
■
One of four custom configurable shifts – The ACD group uses the
hours specified in the ACD function Custom Hours.
■
Dynamic or Emergency Shifts – The operating hours of the ACD
group are dynamically reset in the ACD function Custom Hours.
Custom Operating Hours and Shifts
ACD includes the concept of customizable work shifts. You plan your
ACD call coverage at your site that best suits the call center. As the basis
for this discussion, click Call Distribution Groups > ACD Groups. Then,
click an extension or Add, and click the Custom Hours tab.
The Start time of a shift is the End time of its predecessor. However, you
do need to specify the Start time and End Time for each appropriate day
because this is what defines the operating boundaries of the ACD for
that day.
■
Shift 1 is mandatory, and represents the start of operations.
■
Shifts 2,3 and 4 are optional, and you need only enter the Start time
for those shifts.