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Automatic Call Distribution (ACD)
Issue 5 January 1998
3-3555-230-024
In the Figure 3-1 example of a travel agency, Hunt Group A receives calls only
when agents are available since it has no queue. Calls to Hunt Group B can be
queued while agents are unavailable, and redirected to Hunt Group C if not
answered within an administrable time. Calls to Hunt Group C are redirected to
voice mail if not answered within an administrable time.
Figure 3-1. A Basic Example of Automatic Call Distribution
1) DEFINITY ECS 5) Group C: General Information
2) Incoming Lines 6) Queues
3) Group A: Business Travel 7) Call Coverage to Group C
4) Group B: Personal Travel 8) Voice Mail