OVERVIEW
ADIX ACD is a combination of speciallydesigned
hardware and software that is compatible with any ADIX telephonesystem
to provide Automatic Call Distribution (ACD) capability combinedwith standard
and optional PBX/key system features. ACD is used to answer,queue and equally
distribute incoming calls to agents within an ACD groupfollowing a logical,
programmable pattern. Many features are availablewhich allow you to customize
the ACD for a specific customer's needs. Forexample, you can program the
ADIX ACD system to play recorded announcementsand messages to callers waiting
on hold. You can also program the systemto collect and analyze information
pertinent to calls and call handlingwith the addition of the Iwatsu TASKE(R)
ACD Toolbox.
ADIX ACD Programmable Call Routing and Distribution
ADIX ACD allows simultaneous operation of ACD agents and PBX extensions.Thus,
one system handles ACD call traffic and PBX call traffic simultaneously.
ADIX ACD is comprised of a series of agent groups (ACD groups) to whichcalls
are routed. An ACD group is comprised of agents (up to 150), supervisors(up
to three), call sequence table(s), and various timers and options thatare
used to define the ACD group's operation. When the system detects ringingon
an ACD line, the ACD call is distributed to an ACD group. ACD callsin queue
follow the steps programmed in that ACD group's associated callsequence
table. The call sequence table contains information regardingcall progress
indications and call routing procedures. When an ACD callin queue is ready
to be distributed (according to the call sequence table),the call is distributed
to the agent whom has been idle longest. If anagent is not available, the
call remains in queue until an agent becomesavailable or the call is removed
from the queue based on the entries inthe associated sequence table. The
illustration below depicts automaticcall distribution.
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