Each ACD agent is given a unique agent identification (ID) number, similar to a telephone directory number, that can be assigned a name in the telephone directory. Agents that move between more than one agent skill group may be assigned more than one unique agent ID number but can only use one at a time.
An agent skill group is made up of a group of ACD agents, each having a unique identification number. Up to four agent skill groups can be programmed in an ACD path. An agent skill group can be programmed in one of two methods: an agent skill group may contain 1 or more agent IDs (local agent group), or it may contain a single remote agent subgroup (remote agents). The single remote agent subgroup directs calls through the system that receives calls and distributes them to a remote agent subgroup at another system.
Also known as an ACD Agent Controller. An Answering Point system is one with a local ACD agent group that is a remote agent subgroup from a Distributor system.
Also known as a Queuing Gateway. In a Networked ACD environment, a Distributor system is a system with ACD operation that receives calls and distributes them to a remote agent skill group on another system. It may also distribute calls to an agent skill group on itself.
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.
Calls are queued to a remote agent skill group on the Distributor system. Calls will not overflow or queue to an unavailable remote agent subgroup. If a queue attempt is made to a remote agent subgroup, the call will immediately overflow to the next group in the path will occur.
A group of agents who answer incoming ACD calls at a different system from which the calls were received.
The Remote Agent Subgroup form is no longer used for Networked ACD, but Networked ACD allows one or more agent skill groups containing a single remote agent skill group to be programmed in a path.
NOTE: Networked ACD does not support Silent Monitor, Help features, threshold alerting, or queue status information of remote agent subgroups from the Distributor system.