3Com 3C10401A User Guide - Page 84

84 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM Automatic Call Distribution Groups, Hunt Groups, and Calling Groups Your administrator can establish formal and informal call centers so that incoming calls can be directed to several telephones that have been associated into automatic call distribution groups, hunt groups, or calling groups. A call center is a general term that refers to any system that accepts incoming calls to a site and ensures that those calls are sent to the proper destination within the site. The call center can be used, for example, as a help desk, a reservations counter, an information hotline, or a customer service center. If you do not answer, calls that come in to your telephone: ■ Through your extension go to the call coverage point that you have set up. ■ Through an automatic call distribution group, hunt group, or calling group follow the call coverage path set up by the administrator for that group. Automatic Call Distribution Automatic Call Distribution (ACD) distributes calls to agents and queues the calls that have not been answered before a predetermined time expires. The ACD also manages prerecorded announcements to callers, manages individual ACD agents and groups of agents, and provides database reports on both calls and agents. Calls coming into ACD are distributed according to rules configured by the administrator. An agent becomes available to receive ACD calls by logging in to the ACD group. To log in to an ACD group using your 3Com Telephone: 1 Pick up the handset. 2 Press Feature + the feature code for the ACD group. Your administrator can tell you which feature code to use. 3 Dial the ACD group password. Your administrator can tell you which password to use. 4 Press # and hang up. To log out of an ACD group using your 3Com Telephone: 1 Pick up the handset. 2 Press Feature + the feature code for the ACD group.