Our Automatic Call Distributor (ACD) together with our IVR or PBX perform advanced information collection and call routing to ACD queues and then to agents. Skills based routing, multiple languages, priority based queues, call recording, call monitoring, chat, and extensive reporting provide all the tools needed for the smooth handling of all your calls.

A unique capability of our IVR is the ability to perform ACD operations even behind another PBX. Even in this scenario, our ACD can maintain control of calls allowing agents to send the call to another queue, to another agent, or to VoiceMail. The functionality is identical to our ACD provided within our PBX.

Following is a list of some of the most inquired about features:

1. Our agent and management applications are Windows applications and not web pages. This allows us to provide near real time information rather than the 60 or 90 second typical refresh time used with web pages.


2. Calls are routed to an agent based on the agent's defined  skill set, queue skill requirements, language of the caller and agents, and agent idle time. Depending on queue configuration, the agent with the best skill set match or the longest idle time will be offered the call first. Agents may be eliminated by lack of language or skill set compatibility.


3. While some ACD software forces you to assign a fixed "wrap up" time, if configured, agents can control when they are available for a call.


4. We can track all time spent by an agent whether on a call or not. Agents can start any number of time segments when not on a call. Each time segment is assigned a classification code. This allows fine granularity in the reporting of each agent's time and helps you understand just what your agents are really doing.


5. Each call can be classified and reclassified by an agent any time during a call. This allows you to understand why your customers are calling.


6. We provide enhanced control over background audio and is configurable by queue to allow background music, one initial and up to 6 additional messages that cycle after a definable delay. All hold messages may include estimated wait time. The background music is interrupted when a message is played and then resumed where it left off.


7. Calls may be routed based on Caller ID and/or the called number. There is no limit to the number of entries in either category and all management is done by the user via simple web pages.


8. All queues can be priority based. Calls can be assigned a priority based on DNIS, Caller ID, account number lookup, or any information entered data by the caller.


9. Our IVR routing is script based for unlimited flexibility such as conditional tests, XML, TCP, and ODBC interfaces for communication with other systems.


10. Any information sent to the IVR or collected by the IVR can be passed to the agent screen pop application and can include any customized web page with any customer, call, or CIS data.


11. Call recording may be configured by queue (all, random %, off) or by the agent. If configured, inbound calls are always recorded but recording outbound calls is configurable by extension and/or queue. Recordings may be searched by date/time, caller ID, or agent ID and listen to via a web page.


12. Call monitoring may be performed by any supervisor or manager using the ACD management application.


13. A language requirement may be assigned to any call. You may also specify one or more languages to an agent which allows multi-language speaking agents to handle all spoken languages. There is no need to create language specific queues.


14. An agent may send a call back to the IVR, to another queue, to another agent, or to VoiceMail. Calls move to another queue retain their time in queue and are not necessarily placed at the end of a queue. e.g., A caller that waited 10 minutes to get to an agent and then sent to another queue will automatically be placed in the new queue as if they had waited 10 minutes in that queue.


15. Agents may at any time initiate a chat session with a supervisor or manager. This allows an agent to receive special handling instructions when the troublesome caller is connected.


16. All statistics are available in a reporting package and because we provide access to all statistics database tables, a customer may create any additional reports desired using their own reporting software.