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5 Automatic Call Distribution (ACD)
DEFINITY ProLogix Solutions Release 2 Overview
555-235-100 Issue 2 June 1999 5-9
Automatic Call Distribution (ACD)
If your company has departments (such as sales, billing, or customer service) that handle large volumes of
incoming calls, you can benefit by using DEFINITY ProLogix Solutions’ powerful ACD capabilities. ACD
is the basic building block for call center applications.
ACD offers you a method for distributing incoming calls efficiently and equitably among available
employees or agents. ACD offers a number of ways to connect the agent to a call. With most idle agent
distribution, an incoming call is routed to the agent who has been available for the longest time, resulting in
balanced workloads for agents.
Agents in an ACD environment are assigned to a hunt group, a group of agents handling the same types of
calls. DEFINITY ProLogix Solutions supports up to 99 different hunt groups. Each hunt group has
associated trunks, stations, recordings, and queues. You can assign many ACD features on a per-hunt group
basis to meet the different needs of diverse agent groups. You can link a telephone number to an ACD hunt
group by associating a published number (often an 800 number) with the hunt group extension number of
the hunt group.
In the Figure 2 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.