Automatic Call Distribution (Acd) - Samsung IPX-S300B System Description

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6.2

Automatic Call Distribution (ACD)

The Automatic Call Distribution (ACD) service is useful when there are more incoming
calls than the people available to answer them. If the ACD feature is enabled, callers do not
need to hear the busy tone for a long time or get delayed in getting their calls answered.
When a call is connected while the ACD group is busy, the call is put in waiting status until
an agent becomes available, and a waiting announcement is played for the caller so that the
caller can wait until an agent answers the call.
Creating ACD Agents
Regardless of system extension number, an agent ID can be assigned.
The agent can answer incoming calls for the ACD group from any phone by logging in
using the agent's ID and password.
Configuring ACD Group
The method of distributing incoming calls for the ACD groups among agents and the
method of playing standby announcement can be configured.

ACD Group Basic Information
Basic information of the ACD group, such as the list of agents logging into the ACD
group and the method of distributing incoming calls among agents, can be configured.

ACD Announcement (Greeting Message)
When there is an incoming call for the ACD group, a short moment is allowed for the
caller to hear the ring back tone, and then the announcement system of the IPX-S300B
is connected to play the announcement. Subsequently, if there is an agent available, the
call is connected to the agent. If not, the call remains in the ACD group and the
announcement and the MOH are played alternately.

ACD Overflow
When there is an incoming call for the ACD group, if there is an agent available, the
call is connected to the agent. If not, the call remains in the ACD group and the
announcement and the MOH are played alternately. If no agent becomes available
even after a long time, the call can be transferred to another ACD group, etc.
ACD Agent Status
Since incoming calls for the ACD group are distributed according to the status of agents, it
must be possible to retrieve the status of agents.
An agent can be in any of the following three status modes.

Logged in: The agent is participating as a member to answer calls for the ACD group.

Wrap-up: The agent is wrapping up after ending a call for the ACD group.

Break: The agent is taking a break.
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