Automatic Call Back (ACB) is a feature that saves time and keeps an office productive. If a caller is busy, the ACB monitors the connection. When the phone is back on-hook, ACB will kick in and ring both parties. Automatic callback can be a function of the terminal, the switching system or may be shared between the two. In other words, you can program your own phone to monitor the other person’s phone, the other person’s phone (usually a call center) can have that feature, or both phones can be part of an internal network that has ACB.
When the ACB system is being activated, several parameters must be set:
Monitor Minutes: How long to monitor the busy line; also called “camp-out.”
Retry Originator Minutes: How long to wait before retrying the originator; how long to wait before calling the phone that initiated the ACB
Max Sessions: How many ACB sessions you can have going at once; how many callers can be waiting for/on you at one time
Max Retry Rings: How many rings alerting the originator that the terminator is available before giving up
Max Time To Retry: Total amount of time to alert an originator that has been unavailable; how long ACB tries to alert the originator of the call if he is busy
ACB is not to be confused with ACD. An Automatic Call Distribution, or “ACD” system automatically routes calls from an incoming caller to an agent.