VS1 Installation, Configuration & Operating Guide 87
AUTOMATIC CALL DISTRIBUTION
Automatic Call Distribution distributes incoming calls in a logical pattern to available company
personnel. Incoming CO lines can be routed directly to an ACD or calls can also be transferred
manually to an ACD extension from any VS1 station or Auto Attendant. The ACD feature
immediately routes the calls to the first available agent. If the agent cannot immediately pick up the
call, the ACD system plays a message defined as the Primary Loop Tape. For example, the message
could say: “Thank you for calling XYZ, Inc. All our agents are helping other callers. Please hold for
the next available agent.”
Each caller hears the Primary Loop Tape message from the beginning. If the Primary Loop Tape is
currently being played, a new caller continues to hear ringing until the loop starts over. When the
Primary Loop Tape message concludes, the ACD feature automatically plays the Secondary Loop
Tape, if it is available. The Secondary Loop Tape message may consist of music or promotional
information. If a Secondary Loop Tape message is not available, the system can play music on-hold
from the music source connected to the dry contacts on the Port Expansion Unit Model 205 (PEU-
205) or the Dry Contact Unit (DCU). If no music is available, the caller hears silence. Both Loop
Tape messages are interrupted immediately when an agent answers the call.
There are 10 ACDs available on the VS1 System. A maximum of 95 agents can be logged on to the
10 ACDs, and a maximum of 30 callers can be in the ACD queue at any given time. The definition
of a logged on agent is a station option that is logged on to one or more ACDs. For example, if an
agent is logged on to three ACDs from a DP200 display phone, that agent is considered only as one
agent logged on to the system.
Call Distribution: Within an ACD, the standard method of call distribution is to route incoming
calls to the highest priority agent available (top-down distribution). If all available agents have the
same priority level, the incoming calls are routed to each agent in order (round-robin distribution).
Agents can log on to the ACD from any VS1 System station option except the Attendant CTI client
application. The system automatically recognizes the logged on station option and routes calls to
that station.
With the standard method, a call in the ACD is answered by the highest priority agent available, or
if all available agents have the same priority level, to each agent in order.
Warnings: The ACD also generates alert messages based on call criteria such as calls per agent
ratio, age of the oldest call in the queue, or if there are callers in queue but no agents logged on. The
alerts can be configured in several ways, but one approach is to have a voice message played over
the paging system (or over speakerphones) to alert the manager or supervisor.
An Activation Key code is required for ACD use on the VS1 phone system. An ACD Activation
Key will activate 5 agents. You will find an Activation Key Request card located in the shipment of
equipment from your distributor.
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