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Understanding Automatic Call Distribution

Issue 3 July 2001

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call center

Viewing system capacity

The capacities of your system depend on the type of switch you

have, the software you’re using, and your contract with Avaya.

Use the System Capacity screen to view the maximum capacities

of your system and your current level of usage. Remember,

however, that the capacities you’ve purchased from Avaya may

be lower than the maximums shown on the switch.

For example, to find out how many hunt groups your DEFINITY

ECS can support:

1. Type

display capacity and press RETURN.

The System Capacity screen appears.

2. Go to the page that shows capacities for Hunt Groups,

Splits, or Skills.

This screen shows the system limits for hunt groups and

how much of this capacity is currently used.

Understanding Automatic Call Distribution

Automatic Call Distribution (ACD) is a DEFINITY feature used

in many call centers. ACD gives you greater flexibility to control

call flow and to measure the performance of agents.

ACD systems operate differently from non-ACD systems, and

they can be much more complex. ACD systems can also be more

powerful because they allow you to use features and products that

are not available in non-ACD systems.

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AT&T CentreVu Custom Reports Manual de Instruções Página 97