OVERVIEW ADVANCED CALL DISTRIBUTION ACD
The call distribution mode "Advanced Call Distribution ACD" is characterized as follows:
• An incoming call is signaled with selectable methods:
- Linear signaling
- Cyclic signaling
- Parallel
• Different types of destination types can be signaled:
- Any type of number: internal extension, national & international number.
- Exactly defined internal phones
- VoiceMail Box VM
• Additionally, can be added a waiting queue with a notification and waiting music.
• A PBX extension with a ACD is counted as "Service Extension" in the license.
ACTIVATE CALL DISTRIBUTION: ADVANCED CALL DISTRIBUTION ACD
BEST PRACTICE BEFORE STARTING THE CONFIGURATION OF ACD
| 1. Define the basics of the ACD: - Signaling method: Linear, cyclic, parallel - Waiting queue? yes/no, size - Failover destination and timeout 2. Create all destinations that will be signaled by the IVR e.g.: - Personal extensions - Advanced Call Distribution ACD - (Other Interactive Voice Response IVR) 3. Prepare all needed audio files of this IVR for upload. |
CONFIGURATION ACD: ASSIGN THE DESTINATIONS
CONFIGURATION ACD: DEFINE THE SIGNALING METHOD
CONFIGURATION ACD: METHOD SPECIFICS
CONFIGURATION ACD: DEFINE A WAITING QUEUE
CONFIGURATION ACD: ASSIGN NOTIFICATION & MUSIC FOR THE WAITING QUEUE
CONFIGURATION ACD: SELECT A TIMETABLE
CONFIGURATION ACD: ASSIGN ACD'S TO THE TIMEBANDS
