ACD/UCD 5
ACD/UCD
The Automatic Call Distribution (ACD) feature is available with optional
software. When purchased, Uniform Call Distribution (UCD) is not used
and is replaced by the ACD functions.
ACD Call Factor
The Call Factor feature is used exclusively with digital voice mail to
provide average call duration to the caller. This feature can be activated
from administration or the ACD supervisor can use a flexible button
[580]+[ACD group number]+ [FFF] (FFF=Call Factor) to enter the factor
(average call duration).
This formula is used to calculate the average call duration:
(Place in Queue) (Call Factor)
--------------------------------------------------------
Number of Agents Logged into Group
ACD Call Qualifier
While agent is on a call:
1. Press the preprogrammed CALL QUALIFIER flexible button, followed
by the qualifier code.
2. If the qualifier code has less than 12 digits, enter a [
] to complete
the sequence. A confirmation tone sounds.
-or-
Press the one-touch preprogrammed CALL QUALIFIER flexible button.
The Discovery Manager reporting package will only receive
up to the first 4 digits of the qualifier code.
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