Automatic Call Distribution - Flow

Automatic Call Distribution (ACD) is a way to automatically route a call. There are several types of distributions: 

The incoming call is ->>>

• routed to a specific extension;
• routed to one of many extensions (simultaneous or one-by-one);
• routed to a queue that is handled by one or several extensions.

Notes:

You must determine which of the above ACD you want to use.

you must know which incoming calls you wish to route and to what extension(s) or queue.

Incoming call is routed to a specific extension

1. Open the admin->>> DIDs screen.
2. Follow the instructions ->>> DIDs URL.
3. Check it is working correctly.

Incoming call is routed to a many extension simultaneous/one-by-one) 

1. Open the admin->>> Extension Groups screen.
2. Follow the instructions ->>> Extension Groups URL.
3. Select "strategy" based on requirement (simultaneous/one-by-one)
4. Open the admin->>> DIDs screen.
5. Follow the instructions ->>> DIDs URL. Use the name defined in 2 above as routing target
6. Check it is working correctly.

Incoming call is routed to a queue

1. Open the admin->>> Queues screen.
2. Follow the instructions ->>> Queues URL.
3. Select "strategy" based on requirement (simultaneous/one-by-one/other)
4. Open the admin->>> DIDs screen.
5. Follow the instructions ->>> DIDs URL. Use the name defined in 2 above as routing target
6. Check it is working correctly.