AUTOMATIC CALL DISTRIBUTIONThe Automatic Call Distribution (ACD) option enables an organization topool groups of customer service agents for special call handlingapplications, such as airline reservations, catalog sales, newspaper wantads, etc. Calls to a specific telephone number (referred to as the pilotextension number) bypass the attendant and ring directly to an availableagent within the group of agents designated to handle a particular typeof call. Calls are distributed among the agents within an agent groupand are processed on a first-in, first-out basis.ACD begins operation when a call arrives at an ACD pilot extension or istransferred by an attendant or extension. If all agents in the ACD groupare busy, the call is placed in an ACD queue to wait for the nextavailable agent. When an agent becomes available, the call that hasbeen waiting the longest is routed to that agent.ACD AGENT INSTRUMENTYour CT telephone can be used as an agent instrument for receivingACD calls. Each agent instrument is assigned an extension number inthe same way as are other extensions.93
