When calls are delivered to an ACD group, we can support a number of methods of presenting those calls.
ï¿½ï¿½ï¿½ï¿½ï¿½ï¿½ï¿½ï¿½ Collective:ï¿½ All devices that are members of the ACD group will ring or display notification of the incoming call.ï¿½ Any member of the ACD can pick up the call. Users that are on calls will not have their call interrupted
- ï¿½ï¿½ï¿½ï¿½ï¿½ï¿½ï¿½ï¿½ï¿½ Linear:ï¿½ Calls are delivered to the first member of the ACD Group.ï¿½ If that user is already on a call, the call will be passed to the next member of the group. Calls will continue to be distributed to other members of the group in a specific manner of ranking until an earlier person is no longer on the phone and is available to take a call again. The next call will be presented to them.
- ï¿½ï¿½ï¿½ï¿½ï¿½ï¿½ï¿½ï¿½ï¿½ Circular/Round Robin:ï¿½ Each new call is handed to the next member of the group, eventually coming back to the first member of the group. If that member is still on a call, it will pass to the next person and continue to go through the group until it is time for the first person to take their turn again.