Call Distribution (ACD)#
ACD is a function of some phone systems that routes and times calls and
provides the data needed to generate detailed reports of call history. Reports
are generated by separate computers equipped with special software. Available
information will include the flow of calls, time unaswered, time to process,
ACD comes standard with the Inter-Tel
Axxess system and is available as a software upgrade on Vodavi
systems. For reporting capability, you will need special software, cards
and a separate computer. Ask your salesperson for details.
The features and operation of ACDs vary widely, but they all fill the same
purpose. That is, to route incoming calls to agents organized into groups.
Using sophisticated algorithms, Automatic Call Distribution determines which
agent is next in line for a call, and if no agents are available, the calls
are automatically placed on hold, transferred to a mail box, or into queue
(where all employees can pick up the call).
Call Us at 800-397-8417 to ask what Automatic Call Distribution can do for
Additional Customer-Service features may include:
Verbal status announcements with estimated wait times
The ability to send a caller to voice mail, faxback or
automated problem-resolution system.
Add-on ACD software modules are available for the Vodavi Starplus,
DVXPlus telephone systems. They support up to sixteen 16-agent groups and
offer features such as 8-party conferencing, agent Help facility and real-time
supervisory monitoring for $1,500 to $5,000. Discover ACD+ reporting offers
real-time report templates with the required Windows-based server. Also included
are user-configurable large-character screen layouts, support for wallboard
displays, and visual and audio alarms to warn supervisors of high call loads.
AXXESS PBX systems all include the AXXESSORY ACD module, providing full
ACD functionality integrated with the rest of the phone system. The AXXESSORY
ACD is packed with enough features to meet the needs of most small businesses
with screen pops, call-routing mechanisms and on-hold announcements that keep
users up-to-date with their place in line and anticipated wait times. Also available
is the Taske ACD Toolbox. The Toolbox includes reporting functions including
graphical real-time monitoring, forecasting, and traffic-study capabilities
along with file-export options.