Lucent Technologies 555-230-024 User Manual
Automatic Call Distribution (ACD)
Issue 5 January 1998
3-3
555-230-024
In the Figure 3-1 example of a travel agency, Hunt Group A receives calls only
when agents are available since it has no queue. Calls to Hunt Group B can be
queued while agents are unavailable, and redirected to Hunt Group C if not
answered within an administrable time. Calls to Hunt Group C are redirected to
voice mail if not answered within an administrable time.
when agents are available since it has no queue. Calls to Hunt Group B can be
queued while agents are unavailable, and redirected to Hunt Group C if not
answered within an administrable time. Calls to Hunt Group C are redirected to
voice mail if not answered within an administrable time.
Figure 3-1.
A Basic Example of Automatic Call Distribution
1)
DEFINITY ECS
5)
Group C: General Information
2)
Incoming Lines
6)
Queues
3)
Group A: Business Travel
7)
Call Coverage to Group C
4)
Group B: Personal Travel
8)
Voice Mail