ACD Conditions

Learn about the Automatic Call Distribution conditions.

Conditions for ACD (Automatic Call Distribution) are usually needed in call center.

In order to define a condition for ACD:

  1. Open the CRM.phone Conditions dialog box. For further details, see Defining Conditions.
  2. Switch to the ACD-specific tab.

  3. Select the desired option under Call data availability:
    • No restrictions: Call data does not influence the event in any way.
    • Do not accept data: The event is only valid if no call data is supplied.
    • Data must be available: The event is only valid if call data is supplied.
    • Replace telephone no. with call data: The telephone number is replaced with the call data when transferred to the CRM.phone task.
  4. Select the desired options under Call data filter:
    • Data list: Enter the desired call data, separated by commas.
    • Included: The call data must be included in the list.
    • Not included: The call data must not be included in the list.
    • Separate the matching part: If the first part of the call data matches data in the list, this part of the call data is removed. Enable this check box if you wish to remove additional information that is not required for processing.
    Example:

    <Additional information><Customer number>

    Order12345.

    If "Order" is included in the list of call data, then only the number (12345) is used for further processing.

  5. Configure the desired settings under Automatic call distribution (ACD) availability. Usually this concerns call center group numbers:
    • No restrictions: Forwarding numbers do not affect the validity of the condition.
    • Do not accept ACD numbers: The condition is only met if no forwarding number is included.
    • ACD number must be available: The condition is only met if a forwarding number is included.
    • Number list: Enter the numbers separated by commas.
    • Included: The condition is only met if the forwarding number is included in the list.
    • Not included: The condition is only met if the forwarding number is not in the list.

Displaying the ACD Number in the CRM.phone Toolbar

You can determine that the ACD number (the number of the call center forwarding the call) is displayed in the CRM.phone toolbar. To do so, you need to add a text field to the toolbar.

To display the ACD number in the toolbar:

  1. Start the Rights module.
  2. Select Extras > Telephone Profile from the menu.

    The Telephone profile dialog is displayed.

  3. Switch to the System tab.
  4. Click on the Toolbar Layout button.

    The CRM.phone Toolbar Layout dialog is idisplayed.

  5. Switch to the Lines tab.
  6. If your toolbar contains two rows, select the desired Row.
  7. Select ACD Group from the Text Fields list and click on (Add Text Field). The text field is added to the end of the Row Elements list.
  8. Drag the entry to the desired position in the list. For further details, see Configuring the Order of Elements in a Row.
  9. Confirm with OK.