BusinessPhone Communication Platform 5.1
Facilities

## ACD-Group General

## Definition

An ACD-group is a group of trunk lines used for distributing ACD calls to a group of agents.

## Use

Calls on the incoming trunks are routed to an ACD-group with queue function. A number of agents can be logged onto the ACD-group to answer the queued calls. Every agent can be a member of all ACD-groups at the same time if required.

The ACD-groups are also equipped with the night service function. When this feature is activated, the incoming ACD-calls will be rerouted to a programmed night answer position. This is used for distributing calls after office hours.

## Operation

None.

## Capacity

Maximum 8 groups

Maximum 40 agents

Note

It is possible to increase the number of ACD-group directory numbers by using:

- Diversion Direct / Diversion on Busy / Diversion on No Reply / Follow me to an ACD group:

- An extension (does not have to be physically available) has been programmed with one of the above Diversion/Follow me features. If the extension is allowed to divert calls to an ACD group (See command 2057 - Follow me/Diversion to ACD group number), more than 8 ACD group directory numbers can be used within a call centre.
- Please note that only the 8 directory numbers which have been assigned to an ACD-group are equipped with an ACD-queue and the ACD functionality.

- Fictive Numbers

- The feature Fictive Numbers allows you to enter an ACD-group as direct diversion adress. Fictive numbers are supported by the ACD MS-interface and can therefore be analysed by CCS 3.1 and higher.
- Example: A call centre which operates for several clients (or products) can announce a separate directory number (public number + fictive number) for each client/product. This will help the call centre agent to identify the reason of the incoming call easily. The agent then can adapt the welcoming message to the reason of the call (e.g. agent can welcome the caller with the specific company/client information).

## Limitation

How the ACD groups are reached from outside depends, if the public network provides DID for the trunk lines or not.

If DID is used the connected trunk lines are a common resource for all the extensions in the system. DID calls to non ACD-extensions will automatically decrease the resources for an ACD-group.

If the trunk lines are used without DID, the resource can directly be assigned to a specific ACD group and can not be used for any other purpose.

If an ACD-MS system (CCS) is connected to the ASB 150 02 then a measurement on ACD - trunk level can only be done by using trunk lines without DID.

### Analogue + digital CAS trunk lines

See above.

### ISDN Basic Access, Primary Rate Access

In case of incoming traffic it is not possible to assign B-channels of a PRA/BA to different ACD groups. In order to use dedicated trunk resources for each ACD group a complete link (PRA or BA) has to be used without DID subscription.

## Programming

### Administration of ACD-groups

An ACD-group consists of one or more agents who answer calls within the ACD-queue. Up to 8 groups can be programmed.

Following commands are only accessable via BMS:

5407 |  | Create ACD group

5615 |  | Alter of ACD-group number

5507 |  | Delete ACD-group

3801 |  | ACD-group number

### Assign the ACD-group a name string

To each ACD-number can be assigned a name string. The ACD-name string will be displayed on the display of the extensions when they internally call an ACD-number.

See document Telephone Directory (481/155 34-ASB 150 02 Uen).

### Trunk Programming

Each trunk that is included in (assigned to) the ACD‑groups must be programmed with regards to line and register signalling.

See document Trunk (486/155 34-ASB 150 02 Uen).

1010 |  | Reroute on answering position blocked?

1101 |  | Answering position at day

1102 |  | Answering position at night

1103 |  | Reroute position at day

1104 |  | Reroute position at night

6501 |  | Directory name

### Common data for ACD-groups

3819 |  | Time for passive marking

3820 |  | Postprocessing (clerical) time

3821 |  | Operatorís identity number for active

3822 |  | Call code after terminated call

3824 |  | Alternative answering position

3828 |  | Enter multiple call code in clerical state allowed?

3829 |  | Number of timeouts before logout

3830 |  | End fix clerical time by pressing the clerical key before timeout

2057 |  | Follow me/Diversion to ACD

See following documents for closer information concerning the specific topic:

- Diversion Direct (165/155 34-ASB 150 02 Uen)
- Diversion on Busy (166/155 34-ASB 150 02 Uen)
- Diversion on No Reply (167/155 34-ASB 150 02 Uen)
- Follow me (202/155 34-ASB 150 02 Uen)

## Equipment

None.

Revision: K © Ericsson Enterprise 2003