To enable the ACD to optimally support your organisation, you should plan it carefully, and become familiar with the most important terms and concepts of the ACD.

Preconsiderations

Using an organisational plan and flow charts can help, to setup the system more quickly. Ask yourself the following questions:

• Which employees should receive calls and media events via the ACD?
• What criteria can be used to group employees (call center agents)?
• What skills of your workers should be reflected in the ACD?
• How many and what telephone numbers are used by your organisation?
• How should a high call volume be handled?
• What service level do you want to achieve?

To plan and create the ACD for a group of agents successfully it is necessary to have an understanding of the call flow.