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DEFINITY ProLogix Solutions Release 2 Overview 

555-235-100

Issue 2 June 1999 5-9

If your company has departments (such as sales, billing, or customer service) that handle large volumes of 
incoming calls, you can benefit by using DEFINITY ProLogix Solutions’ powerful ACD capabilities. ACD 
is the basic building block for call center applications.

ACD offers you a method for distributing incoming calls efficiently and equitably among available 
employees or agents. ACD offers a number of ways to connect the agent to a call. With most idle agent 
distribution, an incoming call is routed to the agent who has been available for the longest time, resulting in 
balanced workloads for agents.

Agents in an ACD environment are assigned to a hunt group, a group of agents handling the same types of 
calls. DEFINITY ProLogix Solutions supports up to 99 different hunt groups. Each hunt group has 
associated trunks, stations, recordings, and queues. You can assign many ACD features on a per-hunt group 
basis to meet the different needs of diverse agent groups. You can link a telephone number to an ACD hunt 
group by associating a published number (often an 800 number) with the hunt group extension number of 
the hunt group.

In the Figure 2 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.