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Automatic Call Distribution (ACD)
114 ◆ Features Aspire Software Manual
Automatic Call Distribution (ACD)
Description
Automatic Call Distribution (ACD) uniformly distributes calls among member agents of a pro-
grammed ACD Group. When a call rings into an ACD Group, the system automatically routes the
call to the agent that has been idle the longest. Automatic Call Distribution is much more sophisti-
cated and comprehensive than Department Calling and other group services - it can accurately
judge the work load at each agent and distribute calls accordingly. The system allows up to 64 ACD
Groups and 512 ACD agents.
You can put any agent in any group. In addition, an agent can be in more than one group. This allows,
for example, a Technical Service representation to answer Customer Service calls at lunch time when
many of the Customer Service reps are unavailable.
The ACD Master Number is the “extension number” of the whole group. Calls directly ringing or
transferred to the ACD Master number enter the group and are routed accordingly. Although the
master number can be any valid extension number, you should choose a number that is out of the
normal extension range.
Automatic Call Distribution operation is further enhanced by:
● ACD Call Queuing
When all agents in an ACD Group are unavailable, an incoming call will queue and cause the
Queue Status Display to occur on the ACD Group Supervisor’s display. The display helps the
supervisor keep track of the traffic load within their group. The Queue Status Displays shows:
- The number of calls queued for an available agent in the group.
- The trunk that has been waiting the longest, and how long it has been waiting.
Aspire S Aspire M/L/XL
• Not Available. • Available with the Basic NTCPU (P/N 0891002) with
the PAL upgrade or the Enhanced NTCPU (P/N
0891038)
- 64 ACD Groups and 512 ACD Agents.
• ACD Call Coverage keys supported with 1.06+ software.
• ACD Queue Status Display supported with 1.11+
software.
• ACD Hotline Key Shows Agent Status supported with
1.11+ software.
• ACD MIS software can count overflow calls with 2.63+
software.
• P command support for AIC log-in requires 4.0E+.
• Enhanced Overflow options requires 4.94+.
• For more information, refer to the ACD Manual (P/N
0893202).