With Automatic Call Distribution (ACD), Communication Manager connects incoming calls to specific splits or skills. An ACD split or skill is a hunt group that receives a high volume of similar calls. ACD hunt groups with basic ACD, but non-EAS, are called splits. ACD hunt groups with basic ACD and EAS are called skills. Communication Manager distributes calls to a specific split or skill or to hunt group members assigned to the split or skill. Calls queue to the split or skill until an agent is available.

An ACD agent can be a physical phone extension, an individual attendant extension, or an agent login ID in an EAS environment. An agent can log in to multiple splits or skills. However, in a non-EAS environment, agents can log in to only one split if that split is administered for Multiple Call Handling (MCH).

You can assign a supervisor to each split or skill. The split or skill supervisor listens to agent calls, monitors the split or skill queue status, and assists agents on ACD calls. Although supervisors can assist agents on ACD calls, supervisors do not receive ACD calls unless supervisors are members of the split or skill.

If you have CMS or Basic Call Management System (BCMS), you can measure and create reports on the status of ACD agents, splits or skills, and trunks.

1. Incoming calls

2. ACD switch

3. Trunk group 1

4. Trunk group 2

5. Trunk group 3

6. Trunk group 4

7. Split 1 Business Travel with 10 agents

8. Split 2 Personal Travel with 8 agents

9. Split 3 Group Travel with 5 agents

10. Split 4 General Information with 15 agents

11. Queues

12. Announcement 1

13. Announcement 2

14. Intraflow (Call Coverage)

15. Split 2 Personal Travel (3rd choice)

16. Split 3 Group Travel (2nd choice)

17. Split 4 General Information (1st choice)

18. Supervisor with Service Observing

19. Announcement

20. Disconnect

21. CMS

22. Terminal

23. Printer