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5 Automatic Call Distribution (ACD)
DEFINITY ProLogix Solutions Release 2 Overview
555-235-100 Issue 2 June 1999 5-12
Additional features give your company even more options when using ACD.
• Queue-Status uses button lamps and telephone displays to indicate call status for
calls waiting in an ACD queue on telephones with a digital display. It can also
display how long the oldest call has been waiting.
• Dialed-Number Identification Service allows agents to identify (via display
telephones) the purpose of each incoming call and greet the caller appropriately.
• Automatic Available hunt group allows the CONVERSANT Voice Information
System or other “nonhuman” agent positions to be staffed automatically and
made available.
• Each agent can be logged into as many as four hunt groups at a time.
• Malicious Call Trace allows you to designate stations that can trace emergency or
threatening calls. When an agent receives a malicious call, the agent presses the
Malicious Call Trace button. The system gathers trace information and connects
a voice recorder to the call. All equipment used to complete the call is held up
(the call cannot be disconnected) until the feature is deactivated.
• Redirection on No Answer allows an unanswered, ringing call to be redirected to
an ACD queue or to a Vector Directory Number after an administered interval.
The agent position will also be taken out of service.
• Station Hunting allows calls to be routed first to the called extension, then
according to a linear, circular, or modified circular sequence of extensions. The
circular sequences work to distribute calls equitably, ensuring that there are no
overworked “first” extensions in a hunt group.