ACD

AUTOMATIC CALL DISTRIBUTION

Improve Customer Service Levels
The ACD package allows the distribution of large amounts of incoming calls to groups of "Agents" who are typically responsible for specific products and services.
Customer waiting time is dramatically reduced by sharing this workload across multiple agents.
ACD runs in conjunction with a Management Information System (MIS) which generates statistics including the number of incoming and outgoing calls, time-to-answer, calls taken per Agent, duration of the calls and the number of calls lost and abandoned.
The MIS interfaces to wallboards that display various statistics for the system or a particular group, e.g. calls waiting, calls answered, lost calls, the amount of Agents logged on etc.
Standard PBX users can log-in to the ACD system to handle peak call periods transparently. This creates a very flexible and powerful business tool.

MIS SOFTWARE

	Agent Alarms
	Idle
	Clear
	Wrap Up
	Incoming call
	Outgoing call
	ACD groups
	Route plans
	Multiple wallboards
	Calls waiting
	Calls answered
	Reports
	Detailed Agent route plan, group and line
	Summary
	Time of day
	Real Time Agent statistics
	Graphical representation of all states
	Real Time Agent Group monitoring
	Configurable windows
	Playback of events

PBX ACD FACILITIES

	Automatic Call Distribution (ACD)
	32 route plans comprising one or more Agent groups
	Agent ID 500 to 649 (150 Agents)
	64 Agent groups - 10 Actions per group
	Inter-group overflow
	Direct Dialing in (DDI)
	Queue announcements
	ACD Terminal facilities
	Agent log in/out - An Agent may log in on any terminal connected to the system
	Virtual Agents - The phone number assigned to an Agent only becomes active when the Agent logs in to the system
	Group overflow - If a group is full, the call will overflow into the next group defined in the route plan
	Variable wrap-up - The Wrap-up time of an Agent is configurable
	Forced feed - Calls are presented automatically
	Key answered - Calls are presented to the specific Agent who has to answer the call
	Silent monitoring - This mode of operation allows the supervisor to listen in to a call between the Agent and a customer without the Agent or the customer knowing
	Clear / Idle
	Supervisor Alarm