The Networked Automatic Call Distribution (ACD) feature supports ACD functions over a MITEL Switched Digital Network (MSDN) by allowing agent skill groups at different locations (on different systems) to service calls on the network independently of where the call first entered the network. ACD agents may be located at different systems for reasons such as language, coverage outside of local office hours, or location of agent skill groups in different areas.
Like ACD 2000, Networked ACD queues incoming calls to agent groups in ACD paths for direction to idle agents, and it can overflow incoming calls from an overloaded local agent skill group to another group. Calls can be distributed by an ACD path to agents in any one of its programmed agent skill groups or to remote agent subgroups.
MSDN D-channel signaling is used to queue calls remotely. When a remote agent becomes available to service a call, a signal is sent over the MSDN D-channel, and the agent is blocked from servicing any other call for a short period of time. The Distributor system (the system into which the original call was dialed) then sets up the call by using an MSDN B-channel for the voice channel. This method keeps B-channels free until a remote agent is available.
Examples of typical applications that would benefit from Networked ACD include:
sharing a load across a network
answering calls from a time zone where the local office is closed
sharing traffic with co-located (or nearby) systems that have low trunk costs and agents at each system
reducing time to answer, especially for incoming toll trunks (1-800 numbers).
Features of Networked ACD include:
Reports available include:
