BusinessPhone – ACD Agent

## The ACD Function

Automatic Call Distribution (ACD) is a system that distributes incoming calls evenly among the members of an answering group - the Agents.

Incoming calls are distributed to free Agents. If several Agents are free, the call will be presented to the Agent who has waited the longest. If a call cannot be connected immediately to a free Agent it will be placed in a queue. Each queue is handled according to the First-in First-out principle. If maximum queue length is obtained, incoming calls can be overflowed to an alternative answering position, e.g. another call group, an extension, the operator or a Voice Mailbox.

The system can be programmed for dynamic queue length, this means that the maximum queue length will vary proportionally to the number of active Agents, and thus maintains an even service level. Priority overflow patterns (i.e. calls that cannot be answered by Agents with the highest priority are automatically overflowed to free Agents with lower priorities) can also be pre-programmed to handle specific traffic conditions.

To monitor the work load and call traffic, the Supervisor is provided with statistical call information. The Supervisor can re-organize the ACD groups to meet varying demand or, if needed, provide Agents with direct assistance on the phone.
During peak hours the Supervisor can also activate himself as a normal Agent position.

Each Agent can be a member of several ACD groups. The system can handle up to eight ACD groups (numbered 0 - 7), each with a specific call number.

Your Agent position is equipped with a Dialog 4222 Office / Dialog 3211 & 3212, or Dialog 4223 Professional / Dialog 3213 system telephone. These phones have special pre-programmed keys related to the specific ACD features.

Dialog 4222 Office |  | Dialog 3211 Economyplus Dialog 3212 Standard |
Dialog 4223 Professional |  | Dialog 3213 Executive |

#### More Information

Phone keys

© Ericsson Enterprise 2004