User`s guide

2(16)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 G
105/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD-GROUP GENERAL
Definition
An ACD-group is a group of trunk lines used for
distributing ACD calls to a group of agents.
Use
Calls on the incoming trunks are routed to an ACD-
group with queue function. A number of agents can be
logged onto the ACD-group to answer the queued
calls. Every agent can be a member of all ACD-groups
at the same time if required.
The ACD-groups are also equipped with the night
service function. When this feature is activated, the
incoming ACD-calls will be rerouted to a programmed
night answer position. This is used for distributing calls
after office hours.
Operation
None.
Capacity
Maximum 8 groups
Maximum 40 agents
NOTE: The number of ACD groups can be
enhanced by programming follow me
respective diversion from several
extension positions (must not be physical
available) towards one ACD group. So for
example, one ACD group can be shared
by maybe three different product
suppliers, but with one advantage, that it
takes approximately three times longer
because of the advanced tasks of the
ACD agent. For closer information see
in programming part the command 2057.
Limitation
How the ACD groups are reached from outside
depends, if the public network provides DID for the
trunk lines or not.
If DID is used the connected trunk lines are a common
resource for all the extensions in the system. DID calls
to non ACD-extensions will automatically decrease the
resources for an ACD-group.
If the trunk lines are used without DID, the resource
can directly be assigned to a specific ACD group and
can not be used for any other purpose.
If an ACD-MS system (CCS) is connected to the
ASB 150 02 then a measurement on ACD - trunk level
can only be done by using trunk lines without DID.
Analogue + digital CAS trunk lines
see above.
ISDN Basic Access, Primary Rate Access
In case of incoming traffic it is not possible to assign B-
channels of a PRA/BA to different ACD groups. In
order to use dedicated trunk resources for each ACD
group a complete link (PRA or BA) has to be used
without DID subscription.
Programming
ADMINISTRATION OF ACD-GROUPS
An ACD-group consists of one or more agents who
answer calls within the ACD-queue. Up to 8 groups
can be programmed.
5407
Create ACD-group
(accessible only via RASC)
Every new ACD-group must be created and assigned
a directory number. Each ACD-number can be
assigned a name string that is displayed on internal
calling telephones display. See TELEPHONE
DIRECTORY (481/155 34-ASB 150 02 Uen).