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ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones
About this Guide
This guide describes operation of the Automatic Call Distribution (ACD) Feature Package on Mitel
Networks IP Phones.
For operation of other features associated with a Mitel Networks IP Phone (some of which will
work in conjunction with ACD), refer to the set guide.
What is Automatic Call Distribution (ACD)?
The Automatic Call Distribution Feature Package is offered by the
Mitel
®
Communications Director Platform (MCD). 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 large retail 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 can 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 MCD distributes calls to the Agents in so that all Agents are given an equal workload. A
Supervisor usually oversees the operation, monitors the activity of the Agents, and handles any
situations that may arise.
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