# ACD Overview

The Mitel Automatic Call Distribution (ACD) functionality allows call centers to process incoming calls based on a number of customer-definable parameters.

## ACD Operation

Callers in an ACD path hear ringback tone while the system attempts to find an available agent. The caller hears this tone until an agent answers, an interflow occurs, the caller hangs up, or the first RAD plays.

If all agents are busy, the caller hears ringback tone until the Recording 1: Delay to Start Time timer expires. At this point the caller hears the first recorded announcement. When no recorded announcements are programmed, the caller continues to hear ring back tone until the call is answered, an interflow occurs, or the caller hangs up.

Agent groups allow agents to be grouped according to their line of business. Up to four agent skill groups can be programmed in an ACD path. Agent groups can appear in one or more paths.

## ACD Path

The Mitel ACD solution is built around the ACD Path, a flexible call routing method that provides the information required for handling incoming calls. The ACD path controls the resources used, the order in which resources are encountered, and the timing of the steps. Calls are queued for an agent skill group based on the call priority, and order of arrival at that path. Queuing is the same as for new calls and overflow calls. If an agent skill group is not available, new calls are not queued for that group.

Each ACD path is assigned a priority from one to 64. This allows incoming calls to be directed based on their importance and expense. A call that interflows to another path adopts the priority of the new path if the new path has "Interflow To This Path Uses This Path Priority" set to "Yes" in its ACD Paths form. If the new path has "Interflow To This Path Uses This Path Priority" set to "No", then the call retains its original priority. For more information, see Interflow below.

## Call Flow

ACD calls to a group are routed to the active agent who is idle the longest. Idle time is calculated from completion of an agent's last ACD call or from when they last went active. An agent is considered active when they are logged in and present in at least one ACD group but not in DND, Make Busy or while a work timer is running. Non-ACD calls are not considered in the idle time calculation.

A caller never receives busy tone from an available path. An incoming ACD call is handled as follows:

- the caller receives a ringback tone

- the RAD timer starts

- the interflow timer programmed in the path starts

- the overflow timer for the primary group in the path starts

- the call goes to the longest idle agent.

The caller connects to the agent when the agent answers the call. When no agent is available, the caller is automatically queued to the primary agent skill group in the path. In both cases, the caller's communication path remains unaffected and the caller remains listening to its tone or RAD. The caller receives ringback tone until the first RAD answers, an agent answers, interflow occurs, or the caller hangs up. If the RAD answers, the RAD audio will continue until an agent answers with no ringback tone injected at any point. ACD Call Progress - All Agents Busy shows the ACD path progress when all agents are busy.

## Overflow

A path contains one primary agent skill group and can have up to three overflow groups. This provides backup resources to the primary agent group to ensure that service level goals are met. Calls that overflow maintain their position in queue. Group overflow timers determine how long a call waits before overflowing.

## Predictive Overflow

Predictive overflow determines whether a newly-queued call to an agent skill group should be immediately overflowed or sent to the next agent skill group. The average call duration is based on the average agent talk time, including the work timer. If the system predicts that a call will not be answered before the overflow timer expires, the system places the call in overflow before the timer expires.

## Unavailable Agent Skill Group

Calls that are directed to an unavailable agent skill group are prevented from being queued. An immediate overflow is attempted. If all agent skill groups are unavailable, then the path is unavailable and "path unavailable" handling is used.

## Interflow

While Overflow offers calls from a queue to different agent groups handling calls for that queue, Interflow moves calls between queues when the wait times reach a pre-set threshold. Interflow can be time-based or load-based.

Interflow redirects calls automatically after a set duration, which is configured on the queue. Interflow occurs without any user interaction. When you configure Interflow for a queue, you set how long a call can sit in the queue and tell the system where to move the call when that time expires. This is useful in reducing caller wait times on a very busy queue.

A call that interflows to another path adopts the priority of the new path if the new path has "Interflow To This Path Uses This Path Priority" set to "Yes" in its ACD Paths form.

Otherwise, the call's priority does not change. The following figure compares Overflow and Interflow.

When an attendant console is the interflow answer point the console display accompanying the rerouted call depends on where the call is queued relative to the console. If the call and console are on the same controller, the display shows "<path name & number> Interflow." If they are different controllers, the display shows "<path name & number> Call Forward-No Answer."

## Recordings

An ACD path can define up to four recorded messages (specific RADs or groups of RADs) and their relative start times for callers waiting for an agent to answer. The path also specifies whether the programmed recording is repeated and its repeat interval.

## Music between Recordings

Recorded Announcement Device (RAD)

Between each of the recordings (RAD) on an ACD path, the incoming caller, by default, listens to the multi-embedded music source (if programmed). An alternate music source may be specified between recordings and after the last recording.

NOTE: If a call from a remote switch is answered by a RAD before being queued to an ACD path, the caller will not hear music unless there is a Music on Hold source at the local switch.

Alternative Recording Device (ARD)

Up to four alternative recordings are available on each path. The Alternative Recording Device (ARD) is an off-hook ONS port that connects to callers in a listen-only conference. The user decides what is supplied on the ONS port: silence, music, or endless loop recordings.

NOTE: An ARD should not be used as a first-level announcement (Music on Hold, for example).

Between RAD messages, callers hear ARDs when they are available. If ARDs are not available or an ARD becomes unavailable when callers are connected to it, callers hear the System Music On Hold. If the System Music On Hold is not available, callers hear silence between RAD messages.

Attempts to directly dial, forward to, transfer to, or system reroute to an ARD result in the message "INVALID DIALING" on display sets and/or reorder tone. Attempts to program call forwarding to an ARD result in the message "NOT ALLOWED" on display sets, and/or reorder tone.

The ACD Paths form can be programmed to provide the same alternative recording between announcements or as many as four different alternative recordings, one between each of the recorded announcements.

The ARD can be a telephone, a recording device, or a transfer device (8/600 ohms) that simulates an off-hook device and allows connection of an audio source such as a radio. The system connects callers only if the device is off hook. There are no restrictions on how paths share ARDs.

NOTE: Depending upon country of installation, the ARD must be either an FCC Part 68 or DOC approved voice coupler or voice connecting arrangement to an ONS circuit.

While ringing an agent, RAD playback is different in Networked ACD and Single Node ACD.

Networked ACD

While ringing an agent in networked ACD, the customer will hear ringback tone instead of MOH. This is to prevent delayed audio connections when the agent answers.

If a remote seize attempt fails, for example the agent goes busy while attempting to seize, then the caller continues to listen to the RAD or music on hold Note that the caller will not be connected to silence or ringback tone. If a caller has successfully seized a remote agent and requeued to the path then the caller will be disconnected from ringback tone and will be connected to music on hold.

Single Node ACD

While ringing an agent in a single node ACD configuration, a caller does not hear ringback tone while a local agent is being rung, the caller continues to hear music on hold or a RAD. If a seize attempt of a local agent fails, the caller continues to hear MOH or a RAD. If a call is ringing a local agent and requeued to the path then the caller continues to hear MOH or a RAD. RAD or MOH playback may be interrupted briefly as the caller is requeued to the path.

## Path Unavailable

When a path is unavailable, calls can be routed to a path unavailable answer point such as an attendant, voice mail, recorded announcement, another ACD path or a system speed call number. This allows the supervisor to choose where to send calls received after hours or during holidays.

An ACD path becomes unavailable in the following situations:

- The path directory number is remotely placed in do not disturb (DND) mode.

- The primary and all programmed overflow agent skill group directory numbers are remotely put in DND mode.

- All members of all agent groups in the path are logged out.

- All agent groups are either in DND mode or have no agents logged in.

When a path is unavailable, calls can be routed to a path unavailable answer point. The path unavailable answer point can be:

- an attendant or valid extension (display set, non-display set, auto attendant, or night bell)

- a voice mailbox

- a RAD

- another ACD path

- a system speed call number.

## Interconnect Restriction

If an interconnect restriction exists between the caller's station or trunk and members of an ACD group, the call waits in queue like any other call. When an agent is ready to service the call, the call is dequeued from the path and forwarded to the destination designated in the Intercept Handling form. If no alternate directory number is provided, the caller hears reorder tone.

## Agent No Answer Call Handling

Agents who fail to answer a call within a programmed amount of time are automatically logged out or made absent from all their groups or can be . In both cases, the call is re-queued as the oldest call in the queue, to all of the agent skill groups available prior to the call offer to the agent. Agent No Answer call handling is set using the "ACD Agent Behavior on No Answer" COS option.

When you set the "ACD Agent Behavior on No Answer" Class of Service option to "Logout", agents who do not answer are automatically logged out. When you set the option to "Absent", agents who do not answer are automatically made absent from all their groups. The "Absent" option ensures that the Hot Desk profile remains active. When you set the option to "Make Busy", the Make Busy feature is enabled.

When the "ACD Agent No Answer Timer" COS timer expires, the following events occur:

- The caller is automatically re-queued into all agent skill groups the caller was previously in as the oldest call within its group.

- The agent is logged out, the agent's presence is set to absent, or the Make Busy feature is enabled.

The timer and call handling behavior are set in the agent's Class of Service. See "ACD Agent Behavior on No Answer" and "ACD Agent No Answer Timer".

## Dial out of Queue

Callers in an ACD path can dial out during or between RAD messages, if they cannot hold for an agent to answer, or if they want to change their current action. The business is not lost because the caller does not leave the ACD path.

NOTES

- The extra demand generated by this feature can be minimized by providing dial out capability during only the first RAD message in the ACD Path Interflow Dialing Lists form.

- Sufficient DTMF Receivers must be available to handle the extra demand generated by this feature. The number of DTMF Receivers required is dependent on several variables including:

- the number of available trunks,

- the volume of calls, and,

- the length of each RAD message.

## Silent Monitoring/Whisper Coach

In order to monitor the quality response of an agent, supervisors can listen to calls answered by an ACD agent or agent skill group. See Silent Monitor/Whisper Coach.

## Skills-based Routing

In ACD Skills-based Routing, each agent in an agent skill group is assigned a skill level. Agents who appear in more than one group may be assigned a different skill level in each group. Calls to a group are routed to the most skilled available agent. If agents of equal skill are available, the call is routed to the longest-idle agent. See ACD Skill-based Routing for more information.

## Networked ACD

Incoming calls are simultaneously queued against local and/or remote agent skill groups within a path. This allows multi-site customers to design call routing schemes that take advantage of, and optimize, their call handling resources. New Networked ACD features include support for scaling, resiliency, and virtual call centers.

## ACD Real Time Event Records

Real time events records are used to monitor and record the activity of the entire ACD operation. Events are divided into two groups: call events and group statistics events. Call events report on individual ACD agent activity, and group statistics provide a cumulative report for hunt group congestion.

## Sets that support ACD

6905 IP Phone (Hot Desk ACD only) 6910 IP Phone (Hot Desk ACD only) 6920 IP Phone (Hot Desk ACD only) 6930 IP Phone (Hot Desk ACD only) 6940 IP Phone (Hot Desk ACD only) 6970 IP Conference Phone (Hot Desk ACD only) 5360 IP Phone 5340/5340e IP Phone 5330/5330e IP Phone 5320/5320e IP Phone 5312 IP Phone 5324 IP Phone 5224 IP Phone 5220 IP Phone 5220 IP Phone (Dual Mode) 5215 IP Phone 5215 IP Phone (Dual Mode) 5212 IP Phone | 5207 IP Phone 5020 IP Phone 5010 IP Phone Symbol NetVision Phone Symbol MiNET Wireless Phone SpectraLink NetLink Phones Navigator phone

NOTES

- Silent Monitoring Agent Help is not supported on the 5010, 5212, 5215, and 5312 IP Phones. However, Silent Monitoring Agent Help is supported on these phones if MiContact Center Phone Set Manager is used with them.

- Although they are supported, we do not recommended that you use 5207 IP Phones as ACD sets due to the phone's limited feature set. 5220 IP Phones or higher are recommended.

Related Topics

- ACD Planning

- Networked ACD

- ACD Programming

- ACD Real Time Events Records

- ACD Telephone Feature Operations

- ACD Terminology