BusinessPhone Communication Platform 6.0
Facilities

## ACD – Introduction

## Definition

The ACD (Automatic Call Distribution) system of the ASB 150 02 automatically distributes calls to supervised groups of agents answering incoming calls on assigned ACD-numbers. Incoming calls are handled efficiently on a First-In-First-Out basis (FIFO), and if applicable, according to which agent has been free the longest. Each agent has a dedicated position equipped with a system telephone.

Agents’ supervisor has a dedicated position that includes a system telephone that enables access and supervision of agents within each individual supervisor’s area of responsibility. The supervisor position can also supervise ACD traffic on the telephone display or on an advanced level through PC based ACD Management System (ACD-MS).

ACD (Automatic Call Distribution) is a function for a fair distribution of incoming traffic to a number of answering positions.

Each answering position is served by an (active-marked) agent.

## Glossary

See page Glossary.

## Use

ACD facility is ideal for companies needing to direct large numbers of incoming calls to specific departments. The facility is fully integrated, which means that ACD staff easily can be relocated as well as be reassigned. Integration also means that all PBX facilities are available to the ACD agents as well as to the rest of the company staff.

The ACD-function is particularly valuable for applications with a large number of incoming calls and where the queue order is important.

Calls to internal directory numbers via the public network or private network have the possibility to be translated into DDI numbers by the individual number translation table.

For further information please refer to the document Individual Number Translation on page 1 (170/155 34-ASB 150 02 Uen).

Typical examples of branches are:

- Travel agencies
- Booking centres
- Information centres
- Mail order companies
- Taxi
- Telemarketing
- Customer services
- Field support

### Connection of equipment for ACD traffic monitoring and processing of statistics

A PC can be connected to ASB 150 02 for monitoring ACD traffic, agent status and processing statistics.

Two different software packages are available:

- Call Centre Supervisor (CCS) Standard Edition
- Call Centre Supervisor (CCS) Basic Edition

Although the programs offer different performance levels the same hardware interface, a V.24 port (RS232C) on the AUX board, in the PBX is used.

To facilitate connection of this external unit it is necessary to program the system and install certain hardware for connection.

The PC-equipment must be also specified in details for both packages in order to guarantee function.

For detailed information about this programming, see Start Of Operation (2/1537-ASB 150 02 Uen).

## Capacity

The ACD-function can be divided into as many as eight call queues with different access (call) numbers.

As many as 40 agents can serve the programmed queues.

Each agent group can contain an optional number of agents.

Agents can answer all queues if programmed in this way.

The individual queues can, for each agent, be assigned an individual priority. An agent who is designated to give a certain queue priority can, if there are temporarily no calls in this queue, answer calls from other queues.

The total number of trunk lines should not exceed 50.

## Limitations

ACD-calls can only seize one of Line 1 or Line 2. Thus, one line is always open for other incoming or outgoing calls. The PBX-operator telephone cannot be used as an ACD-agent telephone.

Call classification requires CCS Standard or Basic Edition. Log on with authorisation code (PIN) requires CCS.

Only one external PC-based program for ACD-monitoring and statistics can be connected per ASB 150 02 system.

Only one VMU-D, VMU-HD or MFU board per system can be used for ACD-voice messages, etc. The storage capacity is approximately eight minutes for VMU-D or MFU board and 18 hours for VMU-HD.

## Programming

3710 |  | Pause time

3711 |  | Non ACD callcode request?

3712 |  | Display clerical time?

## Equipment

To use the features that ACD system offers, DBC 222, DBC 212, DBC 631, DBC 211, DBC 223, DBC 213 and DBC 662 telephones can be used as agent’s telephone.

Revision: F © Ericsson Enterprise 2004