Automatic
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, etc.
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 800 362-6740 to ask what Automatic Call Distribution can
do for your business.
Additional Customer-Service features may include:
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Context-sensitive greetings
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Music-on-hold
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Verbal status announcements with estimated wait times
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The ability to send a caller to voice mail, faxback or automated
problem-resolution system.
VODAVI
Add-on ACD software modules are available for the Vodavi Starplus, Triad and Infinite 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.
INTER-TEL
The Inter-Tel 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.
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