Automatic Call Distribution (ACD) queues can be thought of as intelligent hunt groups. They allow phone system users (agents) to sign in when they become available take calls or sign out when they no longer want to take calls. Calls then get directed to agents based on different factors such as who is the first person in the ACD list or which agent has been idle the longest. In this chapter we'll explore how to:
Enable the ACD Service
Configure the ACD Service
Monitor ACD Agents
Use ACD Reports
To enable the ACD Service on the sipXecs server, select the System menu and click on the Servers menu item. The following screen should be displayed showing the server name, IP address, and description:
Click on the PBX name hyperlink. This will display the following page that shows the details of the server along with what Server Roles are enabled (if the Services page is displayed, click on Configure in the lefthand side menu).
To...