ACD = Automatic Distribution of Calls is extremely important for supervisors and the company to distribute the incoming calls among the team members.
How the fundamental works
Incoming call will be segregated among the teams
Example : Sales and Support
Objective :
Customer calls up a Toll Free number and hears the IVR - asking press 1 for Sales Support and press 2 for Technical Support
Call should get queued for the Sales team if customer press 1 and agent of that particular team should ring and if customer press 2 call should get queued for the technical support team
Steps to Achieve the above mentioned scenario
1) Queuing
Queues needs to be configured in the queue.conf
Example : [Sales Queue] and [Tehnical Support Queue]
[sales queue]
member => Agent/8700
[tehnical queue]
member => Agent/8701
And then create members(agents who will receive the call) in this queue
2) Agents
[agents]
Format
agent => Number of the agent,Password,Name of the Agent
agent => 8700,1234,Dip Mehta
agent => 8700,1234,Dip Mehta
agent => 8701,1234,James Anderson
Create agents in the agents.conf file and make them as members in the queue
3) Dial Plan Configuration
In extensions.conf, perform the following
Create the Agents Login Code which will be used for agent to login
exten => 4455,1,AgentLogin(8700)
exten => 7000,1,Queue(sales queue)
Testing
This is how it works -
Agent logs on, e.g. using code "4455" as in the example above, hears music and waits for call.
Inbound call gets transfered to extension 7000 and agents hears beep and inbound call gets connected to agent.
