Telephone

Automatic Call Distribution (ACD)

Accepts and routes incoming calls to fixed group of agents

Automatic Call Distribution (ACD) software automatically accepts and equally routes incoming calls to a fixed group of agents assigned to an ACD group based on their job function, workload, and availability.

If all agents are busy, incoming calls are held in queue for the next available agent. Callers waiting in queue hear delayed announcements and music.

ACDMIS Management software supports the Real-Time Display and monitoring of incoming call activity, agent activity and status, historical report data and allows customer to manage their Call Center parameters.

For departments that require the ability to manage a call center environment, this will allow them to handle call queuing for a large volume of calls and will provide report statistics to manage their incoming calls and forecast staffing requirements. ACDMIS provides the ability to have real time data of all the call center activity.

Features

Automatic Call Distribution (ACD) automatically accepts and equally routes incoming calls to agents assigned to an ACD Group by work function based on workload and availability. Standard ACD Group Features include:

  • Queue incoming calls
  • Overflow calls
  • Prioritize incoming calls
  • Recorded announcements
  • Music in queue

The ACD Management Information System (ACDMIS) software allows customers to manage their call center resources. ACD-MIS is a software application designed to work in conjunction with the ACD call processing software:

  • Real time call center activity
  • Calls answered
  • Calls abandoned
  • Average and longest wait time to answer

Eligibility

Departments that require the ability to manage a call center environment

  • Departments that require call queuing to handle a large volume of calls.
  • Require report statistics to manage their incoming calls and forecast staffing requirements.

ACD service is appropriate in any environment where the deployment of Electronic Business Sets (EBS) is required.

Limitations: not available for Extended Campus Service (ECS) service