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ACD AGENT/SUPERVISOR GUIDE FOR THE
MIVOICE 5224/5324 IP PHONES
About this Guide
This guide describes operation of the Automatic Call Distribution Feature Package on the Mitel®
MiVoice 5224 and 5324 IP Phones. For operation of other features associated with these phones
(some of which will work in conjunction with ACD), refer to phone user guide.
What is Automatic Call Distribution (ACD)?
The Automatic Call Distribution (ACD) Feature Packages are offered by the Mitel MiVoice
Business system. ACD is a method of switching large volumes of similar calls directly to a
selected group of extensions (Agents). All calls are distributed equally among the Agents. The
calls are all of a similar nature, and the Agents are trained/equipped to provide the particular
information or service the caller is requesting.
Typical examples of ACD applications include:
airline reservation offices
telephone order desks for department stores
customer service departments of telephone or cable T.V. companies
When there are more incoming calls than available Agents, the calls may be routed to recordings.
The recordings may advise the callers that all Agents are busy, and that an Agent will answer as
soon as possible. Various recordings may be provided to inform the caller as to call progress if an
Agent is not accessed immediately, or to advise the caller of information the Agent will require
when connection is established.
The MiVoice Business system also distributes calls to the Agents so that all Agents are given an
equal workload. A Supervisor usually oversees the operation, monitors the activity of the Agents,
and handles unusual situations that may arise.
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