AudioCodes 420HD - B Configuring Automatic Call Distribution (ACD)

Administrator's Manual B. Configuring Automatic Call Distribution (ACD)
Version 2.2.8 299 400HD Series IP Phones
B Configuring Automatic Call Distribution
(ACD)
Note:
• AudioCodes' IP Phones seamlessly interwork with Genesys SIP Server to support
ACD functionality. The IP Phones support two different ACD methods: a legacy
method referred to as 'Genesys' in the Web interface, and an enhanced method
based on BroadSoft’s ACD capabilities, referred to as 'BROADSOFT' in the Web
interface.
• For optimal ACD functionality with Genesys SIP Server, the BroadSoft-based ACD
method must be chosen.
This appendix shows how to enable the ACD (Automatic Call Distribution) feature on the
phone using either the Web interface or the configuration file. 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 IP 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 IP Phone (refer to the 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'.
Note:
• This feature applies to the 405, 420HD, 430HD and 440HD phone models.
• The Web interface screenshots shown in this section are of the 420HD model.
They're identical to those of the 405, 430HD and 440HD phone models.