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Aastra ACD, ACD Terms

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Aastra ACD Aastra ACD "Aastra ACD" is an application for automatically distributing calls. It is integrated into the Aastra 800 / Aastra 100 / OpenCom 100 communications system and can be activated via licence. Use this application to ensure the employees of your company can be reached optimally. Providing group services with call distribution, call queues, individual announcements and service times enables your customers to benefit from short wait times and qualified contact personnel. ACD systems can be used anywhere a high volume of calls is to be expected, e.g. in individual departments such as customer service or sales or in call centres and Customer Interaction Centres (CIC). ACD Terms The following explanation of terms makes it easier to understand the functions described in this guide for the "Aastra ACD" application. ACD ACD stands for Automatic Call Distribution. ACD is a feature for automatically distributing incoming calls to specific terminals according to a defined strategy. ACD group Incoming calls are processed by the members of an ACD group. Each ACD group has at least one own call number. Agents The employees who process calls are referred to as agents. Agents can be a member of one or multiple ACD groups. Agent status Agent status indicates the availability of agents for processing calls. • Agents who are not available for processing are "logged out" from the ACD group. All other agents are "logged in". • A logged in agent's status indicates that agent's current processing situation. - When telephoning, the agent's status is "busy". 5

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Aastra ACD
5
Aastra ACD
“Aastra ACD” is an application for automatically distributing calls. It is integrated into
the Aastra 800 / Aastra 100 / OpenCom 100 communications system and can be acti-
vated via licence.
Use this application to ensure the employees of your company can be reached opti-
mally. Providing group services with call distribution, call queues, individual
announcements and service times enables your customers to benefit from short wait
times and qualified contact personnel.
ACD systems can be used anywhere a high volume of calls is to be expected, e.g. in
individual departments such as customer service or sales or in call centres and Cus-
tomer Interaction Centres (CIC).
ACD Terms
The following explanation of terms makes it easier to understand the functions
described in this guide for the “Aastra ACD” application.
ACD
ACD stands for
A
utomatic
C
all
D
istribution. ACD is a feature for automatically distrib-
uting incoming calls to specific terminals according to a defined strategy.
ACD group
Incoming calls are processed by the members of an ACD group. Each ACD group has
at least one own call number.
Agents
The employees who process calls are referred to as agents. Agents can be a member
of one or multiple ACD groups.
Agent status
Agent status indicates the availability of agents for processing calls.
•
Agents who are not available for processing are “logged out” from the ACD group.
All other agents are “logged in”.
•
A logged in agent's status indicates that agent's current processing situation.
– When telephoning, the agent's status is “busy”.