AudioCodes 405HD - C Configuring Automatic Call Distribution (ACD)

Administrator's Manual C. Configuring Automatic Call Distribution (ACD)
Version 3.4.3 215 400HD Series IP Phones
C Configuring Automatic Call Distribution
(ACD)
Note:
• Support pending.
• The phones seamlessly interwork with Genesys SIP Server to support ACD
functionality. The phones support two different ACD methods: Two ACD server
types are supported with parameter ‘voip/services/ACD/server_type’:
√ GENESYS
√ BROADSOFT
• For optimal ACD functionality with Genesys SIP Server, the BroadSoft-based ACD
method must be configured.
This appendix shows how to enable the ACD (Automatic Call Distribution) feature on the
phone. The feature automatically distributes incoming calls to agents' phones on the basis
of agent availability and unavailability.
In contact centers, ACD is a key feature of CTI (Computer Telephony Integration). The
feature automatically distributes incoming calls to a specific group of terminals that contact
center agents use. Most ACD functionality is the SIP server's responsibility; however, users
must inform the Call Center SIP server on the following events:
 Whenever the call center representitive logs in or out on the phone. This information is
included in a SIP SUBSCRIBE message.
 Whenever the call center representitive indicates whether they are ready or not to take
a call. When the BroadSoft server is configured, the user can also specify the reason
for their unavailability e.g. Lunch break. All this information is included in a SIP
NOTIFY message.
 Whenever the user is busy with After Call Work (ACW) (only relevant when a
BroadSoft SIP server is configured). This information is included in a SIP NOTIFY
message.
All the above actions can be performed on the phone (see the phone's User's Manual). The
Call Center SIP server then uses the above presence information to automatically distribute
calls between agents based on their availability.
ACD systems allow companies that handle a large number of incoming phone calls to direct
the callers to a company employee who is able to talk at the earliest opportunity.
The feature is typically implemented in contact centers encountering large numbers of
incoming customer calls that must be distributed to available agents to provide immediate
support to callers. The feature automatically directs incoming calls to agents working in the
contact center whose presence status is 'Ready' rather than not ready. The feature's main
benefit is to reduce the time customers are kept waiting and thereby improve service.
AudioCodes' IP phones seamlessly interwork with Genesys' SIP server to support the ACD
feature. Once an agent signs in on their phone to ACD, their status is set to 'Ready' and
synchronized with Genesys' Server. Incoming calls are directed to an agent whenever their
status becomes 'Ready'.