Boots CS-1000 Manuel d'utilisateur télécharger pdf (Page 390)

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101

Notes

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Automatic Call Distribution (ACD) is the

simple way to queue calls to a number

of users in an ACD group.

The ACD has its own number which

callers are directed to on the Call

Server. The ACD itself has Agent

Positions allocated to it by the set

programming. When these are available

to take calls i.e. Logged in and Ready,

calls will be offered from the queue to

the agent positions.

In this way calls can be queued and

receive announcements or continuous

ringing rather than a busy tone.

Further control can be added by using a

Control DN (CDN). This is becomes the

published DN but allows further

flexibility e.g. “Ceiling” to control the total

number of calls queued . The CDN

ultimately passes the call to the ACD

DN for processing.

CS 1000 Rel 7.5 16/04/2013

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Boots CS-1000 Manuel d'utilisateur Page 390

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