Automatic Call Distribution (ACD)

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Automatic Call Distribution (ACD)


OverviewAgent ServicesQueuesReports

Automatic Call Distribution (ACD)

Phone-based automatic call distribution service for small environments

Automatic call distribution (ACD) systems are used to handle incoming calls and forward them to an agent who handles the request. Typically this type of service is used to deliver product support, handle information inquiries from customers or to setup a help desk.

Especially for smaller envi


Automatic Call Distribution (ACD)



Phone-based automatic call distribution service for small environments



Automatic call distribution (ACD) systems are used to handle incoming calls and forward them to an agent who handles the request. Typically this type of service is used to deliver product support, handle information inquiries from customers or to setup a help desk.

Especially for smaller environments where only a couple of agents are required it is usually not cost-effective to build a call center environment or outsource the business process.

For such environments the ACD service of AND Phone Group ACD is a tailor-made solution which is easy to implement into existing communications networks.

Overview



Incoming calls to the main number (hunt group number) are automatically distributed to one of the agents. The call distribution algorithms available are:



Additionally it is possible for agents to use the availability service to logoff temporarily from the hunt group with one button on the IP phone. In this case the call distribution algorithm automatically chooses the next available agent for incoming calls.

Technical overview of automatic call distribution (ACD) services


Agent Services



Real-time status display of agents on the IP phone displayThe ACD service is completely phone-based and allows agents to see the status of the whole group in real-time on their IP phone. Supervisor phones, controlling the activity, can be integrated into the environment and can be used to monitor multiple groups at once.


Beside normal call handling services, agents are capable of:



Queuing



AND Phone Group ACD service supports multiple queues where incoming calls are parked until an agent is available. Queues are easy to setup and offer a welcome announcement and music on hold.

Additionally to showing the queue information directly on the IP phone it is possible to integrate queues into the AND Desktop client as well.

Reporting



Reporting offers full access to all agent records. Besides the basic reports offered directly in the web frontend it is possible to access the database directly and create highly customized reports with Crystal Reports.

ACD is included in AND Phone Group ACD and delivers you cost-efficient ACD services for small environments. Especially the phone-based nature of the services helps to establish the solution hassle-free.


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