Traditionally, Networked ACD was delivered with TDM-based systems. TDM Networked ACD:
Uses the D-channels of the MSDN network to look for available ACD Agents.
Is based on the built-in ACD Overflow functionality. Overflow permits a call originating in a particular geographic location to overflow to an ACD Agent on a different system in a different geographic location.
Lightens the workload of the Primary ACD Agent Skill Group. Overflow ACD Agent Skill Groups receive calls only when all ACD Agents in the Primary ACD Agent Skill Group are busy.
Is suitable for optimizing bandwidth usage, but not for distributing calls evenly among geographically-dispersed ACD Agents.
Is based upon the ability to overflow between ACD Agent Skill Groups in the same ACD Path. When calls are overflowed to remote ACD Agent Skill Groups on different systems, delivering the call to the longest idle ACD Agent across the whole ACD Path is not possible. To get the longest-waiting idle ACD Agent, all ACD Agents must reside on the same controller.
In TDM Networked ACD, for Silent Monitor to function correctly, Supervisors must reside on the same controller as the ACD Agents they wish to monitor.
The following figure illustrates the traditional Networked ACD call flow, and the process follows the graphic.
Incoming PSTN calls are sent to an ACD Path on the ACD Agent Controller at the Main Site in New York.
The call is initially queued at the Primary Agent Skill Group. The ACD Agents in this group are on the ACD Agent Controller at the Main Site in New York.
After a period of time, the call overflows to the Overflow 1 Agent Skill Group, which is also on the ACD Agent Controller at the Main Site in New York. The ACD Agents in this group are on the ACD Agent Controller at the Main Site in New York.
If ACD Agents are not available in the Primary and Overflow 1 Agent Skill Groups, the call overflows to Overflow 2 Agent Skill Group at the Remote Site in London. The call waits for an ACD Agent there, while also still in queue and waiting at the Main Site. The ACD Agents in this group are on the ACD Agent Controller at the Remote Site in London.
Networked ACD uses the MSDN network’s D-channel to look for available ACD Agents. This allows the remote controllers to l>ook back and find available ACD Agents in higher ACD Agent Skill Groups.
If the first three ACD Agent Skill Groups are all busy, the call overflows to the Overflow 3 Agent Skill Group, in Sydney. The call is now simultaneously queued at all four ACD Agent Skill Groups across three sites. The ACD Agents in this group are on the ACD Agent Controller at the Remote Site in Sydney.
The call remains physically queued at the ACD Agent Controller at the Main Site in New York throughout.
NOTE: There are no London or Sydney ACD Agents in the New York ACD Agent Skill Group
Reports available include: