# ACD Express Groups - Description

Mitel Automatic Call Distribution (ACD) Express Groups are call answer groups similar to Hunt Groups. They provide the same functionality as an ACD Path, except ACD Express Groups support only one group. ACD Express Groups have limited support for RADs, embedded media for music on hold, Interflow
Interflow is a time-based or load-based feature that takes an ACD call out of the path and routes it to the interflow answer point (if programmed). All calls that interflow lose their priority in the Queue., and resilience.

ACD Express Groups support the following features:

- up to 150 members if the "Extended Agent Skill Group" option is set to "No", and up to 1000 members if the option is set to "Yes" on the server-based MiVoice Business for Industry Standard Server, MiVoice Business Virtual MiVoice Business platforms or 500 members on other platforms

- automatic call queue when members are busy

- call distribution to the longest idle member

- two recorded announcements using RADs or RAD groups

- one embedded media source (that is, music on hold) or one external alternate recording device

- one programmable Interflow point and associated Interflow timeout

- one programmable Group Unavailable Answer Point

ACD Express Groups have the following limitations:

- a maximum of 64 combined ACD Express Groups and ACD Agent Skill Groups if the "Extended Agent Skill Group" option is set to "No"

- a maximum of 128 (on 3300 ICP controllers) combined ACD Express Groups and ACD Agent Skill Groups if the "Extended Agent Skill Group" option is set to "Yes"

- a maximum of 999 combined ACD Express Groups and ACD paths

- resiliency is not formally supported, but programming is possible. See the 3300 IP Communications Platform Resiliency Guidelines for the steps.

NOTE: Since ACD Express Groups share ACD Agent Skill Group, ACD Path, and ACD Agent ID database table records, when resources are assigned in any of those areas they contribute to consumption of available maximums.

### Hot Desk ACD Express Agents

A Hot Desk ACD Agent becomes a Hot Desk ACD Express Agent on an ICP when the first group in which it is programmed is an ACD Express Group. If a Hot Desk ACD Agent is not a member of an Express Group, it is considered an ACD Agent. ACD Agents cannot be members of ACD Express Groups.

Hot Desk ACD Express Agents have the same behaviors as Hot Desk ACD Agents, except that Hot Desk ACD Express Agents:

- never consume an ACD Active Agent license

- can be members of up to eight different ACD Express Groups

- cannot be members of ACD Agent Skill Groups

- cannot log in if 100 other ACD Express agents are already logged in. The maximum number of ACD Express Agents that can be logged in at any given time is 100.

NOTE: The maximum number of agents that can be programmed in MiVoice Business, whether traditional, Hot Desk, or Express, is 1181.

### Interflow

ACD Express Group Interflow differs from ACD Path Interflow as follows:

- A caller's original call destination is not altered by the Interflow.

- A caller's camp-on destination is not altered by the Interflow.

See ACD Express Groups - Conditions for additional information about Interflow.

### Resiliency

Hot Desk ACD Express Agents can be resilient if the Hot Desk ACD Agent that they are based on is resilient. ACD Express Groups cannot be resilient but a certain level of resiliency can be obtained. To program resiliency, see the MiVoice Business Resiliency Guidelines.

Related Topics

- ACD Express Groups

- ACD Path

- ACD Skill-based Routing

- Hot Desk ACD Agents - Description

- ACD Agent Skill Groups

- Hunt Groups

- ACD Paths

- ACD and SMDR Reports