Description - Integrated Automatic Call Distribution

Integrated Automatic Call Distribution is an automated solution to distribute a large quantity of incoming calls to predetermined services requested by the caller. Each service must principally be connected to an ACD group that consists of one or more agents handling the calls. In this way, it is possible to handle a large number of incoming calls without the corresponding need for Private Branch Exchange (PBX) operators to route the calls.

The agents are assigned as members and can answer calls from one or more ACD groups. The selection of a free member can be based on the selection priority and the type of selection. The selection priority makes it possible to route the calls to the most skilled members within a group. Between members with the same selection priority, different types of selection can be made either in sequential order, where the members are selected in the order they were initiated into the groups, or by load selection, where the member who has been free for the longest time is selected first.

In addition to this ACD basic feature, there are a number of other facilities, as follows, that can be used to build up a complete call center solution:

• Recorded voice announcement
• Estimated waiting time announcement for the ACD
• Automatic Network Call Distribution
• Dialed Number Information Service (DNIS) for the ACD

When all the agent positions are busy, the ACD places incoming calls in queue and a call progress message is provided. Depending on the selected options, the callers can be provided with a recorded voice announcement, connected to music-on-wait, overflowed to another destination, or any combination that best suits the needs of an organization application.

An ACD group can use another ACD group as a backup group to prevent losses of ACD calls when the Line Interface Module (LIM), where the ACD group resides, becomes unavailable, by being blocked or isolated, or if it restarts.