ACD - Revision history

Mike Lunn: /* Enable Abandoned Call Text Alert */

2015-03-12T18:15:03Z

Enable Abandoned Call Text Alert

Drew Harrell at 18:25, 13 May 2013

2013-05-13T18:25:43Z

Drew Harrell at 18:24, 13 May 2013

2013-05-13T18:24:30Z

Paul Falanga at 20:17, 17 April 2013

2013-04-17T20:17:30Z

Paul Falanga at 20:15, 17 April 2013

2013-04-17T20:15:19Z

Show changes

Paul Falanga: Created page with "== ACD
== ACD is Automatic Call Distribution ACD is an optional licensed feature that is added to the IPitomy Ring Group feature. Since Ring Groups are unlimited* (*onl..."

2013-04-17T16:28:04Z

Created page with "== ACD == ACD is Automatic Call Distribution ACD is an optional licensed feature that is added to the IPitomy Ring Group feature. Since Ring Groups are unlimited* (*onl..."

New page

== ACD ==

ACD is Automatic Call Distribution

ACD is an optional licensed feature that is added to the IPitomy Ring Group feature. Since Ring Groups are unlimited* (*only limited by numbering plan, 3 and 4 digits in length) you may deploy as many Ring Groups as you wish and therefore utilize as many ACD Groups as you wish when the ACD license is equipped.

ACD's roots are in the Ring Group which can be utilized to:

#Efficiently handle traffic at one answering position
#Distribute calls efffectively to a group of system extensions
#Select Ring Group Ring Strategy 
#Select a Failover Destinaiton (exit strategy)
#Caller ID tagging - for Ring Group identity
#Ring Group specific Music On Hold

ACD adds:

#Agents (virtual members)
#Makes the group a Queue by feature content  
#Many additional Data Fields (features) to enhance the handling off callers that enter the Queue
#Intelligent routing of calls to Queues based on priority (called Weight)
#Deliver recorded messages to callers waiting in queue
#Advanced handling of calls utilizing Queue status'
#Queue Alerts to Q Manager
#Text Message Alerts to Q Manager licensed extensions running Q Manager or other XMPP Chat client

== Ring Group Parameters ==

=== Ring Group ===

==== Name ====

Name the group for ease of use. This name is referenced in programming and user interaction.

==== Group Number ====

This is the directory number associated to this group. It is unique and must not conflict with other PBX-system numbering.

==== Allow Paging ====

Selecting "Yes" will enable all of the Members of this group to receive page announcements (one-way, voice announced) when the code "**" is dialed as a prepend to the group number. Consider using Multicast Paging (available on all IPitomy model telephones) as a more effecient alternative to minimize network traffic.

==== Ring Strategy ====

This setting determines how Agents/Members receive incoming call traffic to this group. The following choices are available:

==== Failover Destination ====

==== Timeout ====

==== Allow Recording ====

==== Agent /Member Ring Time ====

==== AutoFill ====

==== Ring In Use ====

==== Retry Timer ====

=== Ring/Hold Settings ===

==== Caller Hears ====

==== Override Hold Music ====

==== Hold Music ====

==== Ring Tone ====

=== Custom Caller ID ===

==== Use ====

==== Name ====

==== Number ====

← Older revision		Revision as of 18:15, 12 March 2015
Line 380:		Line 380:

	Yes or No... use this to disable a Send Text Message list of destinations temporarily.		Yes or No... use this to disable a Send Text Message list of destinations temporarily.
		+
		+	NOTE: In QManager Chat must be enabled to see these notifications.

	==== Send Text Message to... ====		==== Send Text Message to... ====

@@ Line 3: / Line 3: @@
 ACD is an acronym for Automatic Call Distribution
-ACD is an optional licensed feature that is added to the IPitomy Ring Group feature. Since Ring Groups are unlimited* (*only limited by numbering plan, 3 and 4 digits in length) you may deploy as many Ring Groups as you wish and therefore utilize as many ACD Groups as you wish when the ACD license is equipped.
+ACD is available as an optional licensed feature that is added to the IPitomy Ring Group feature. Since Ring Groups are unlimited* (*only limited by numbering plan, 3 and 4 digits in length) you may deploy as many Ring Groups as you wish and therefore utilize as many ACD Groups as you wish when the ACD license is equipped.
 ACD's roots are in the [[IP PBX Manual Destinations Groups|'''Ring Group''']] which can be utilized to:

@@ Line 1: / Line 1: @@
 = ACD<br/> =
-ACD is Automatic Call Distribution
+ACD is an acronym for Automatic Call Distribution
 ACD is an optional licensed feature that is added to the IPitomy Ring Group feature. Since Ring Groups are unlimited* (*only limited by numbering plan, 3 and 4 digits in length) you may deploy as many Ring Groups as you wish and therefore utilize as many ACD Groups as you wish when the ACD license is equipped.
-ACD's roots are in the [[IP_PBX_Manual_Destinations_Groups|'''Ring Group''']] which can be utilized to:
+ACD's roots are in the [[IP PBX Manual Destinations Groups|'''Ring Group''']] which can be utilized to:
 #Efficiently handle traffic at one answering position

@@ Line 5: / Line 5: @@
 ACD is an optional licensed feature that is added to the IPitomy Ring Group feature. Since Ring Groups are unlimited* (*only limited by numbering plan, 3 and 4 digits in length) you may deploy as many Ring Groups as you wish and therefore utilize as many ACD Groups as you wish when the ACD license is equipped.
-ACD's roots are in the '''Ring Group''' which can be utilized to:
+ACD's roots are in the [[IP_PBX_Manual_Destinations_Groups|'''Ring Group''']] which can be utilized to:
 #Efficiently handle traffic at one answering position
@@ Line 59: / Line 59: @@
 ==== Failover Destination ====
 Enter into this data field the destination for callers whose time in the queue has exceeded the maximum time desired for those waiting in this queue. ("Timeout").
@@ Line 95: / Line 93: @@
 ==== Ring In Use ====
 This setting determines if a Member or Agent can receive new ringing from callers entering the queue while they are busy on a previous call.
@@ Line 201: / Line 197: @@
 ==== Join Empty Queue ====
 Controls calls entering an empty queue.
@@ Line 213: / Line 207: @@
 ==== Leave Empty Queue ====
 Determines how a call will be handled if while waiting in queue, the queue state becomes "empty".
@@ Line 233: / Line 225: @@
 ==== Timeout Restart ====
 This is associated to Time Out and Failover.
@@ Line 248: / Line 238: @@
 ==== Exit Status: Full ====
 Enter into this data field the destination for callers who reach this queue in the "Full" state or for whom the queue goes to the "Full" state while they were waiting.
@@ Line 270: / Line 258: @@
 ==== Exit Status: Join Empty ====
 Enter into this data field the destination for callers who reach this queue in the "Empty" state.
@@ Line 292: / Line 278: @@
 ==== Exit Status: leave Empty ====
 Enter into this data field the destination for callers for whom the queue goes to the "Empty" state while they were waiting.
@@ Line 314: / Line 298: @@
 ==== Exit Status: Join Unavailable ====
 Enter into this data field the destination for callers who reach this queue when there are no Members/Agents in the "Available" state.
@@ Line 336: / Line 318: @@
 ==== Exit Status: Leave Unavailable ====
 Enter into this data field the destination for callers waiting in queue when all of the Members/Agents of the queue go to the "Unavailable" state.
@@ Line 406: / Line 386: @@
 ==== Agents ====
 Agents (at the bottom of the page) is where you will assign previously programmed Agents of this PBX to the queue. A Priority is assigned to each which indicates how it relates to the other group Agents and Members for call delivery. A Priority of "0" is the highest priority while "99" is the least priority. Calls into this queue will be directed to those Agents and Members with the highest priority before being directed to those of lesser priority.