ACD Functionality ( CCView )

Automatic call distributor (ACD) is a system that distributes incoming calls and routes them based on a routing algorithm.

An Automatic Call Distributor (ACD) is a telephone functionality that manages incoming calls and handles them based on Incoming CLID, Number of Agents available, Options selected by caller, Campaign running and Call handling instructions.

ACD is an essential feature for inbound and blended call center.

ACD works in synch with TELESOFT pIVR.

Routing of incoming calls to specific agents based on pre-defined routing strategy which can be based on any or all of the following:

• Channel Based Routing
  • PRI line or channels will be associate to business process/campaign
  • Depending on which PRI line or channel where incoming call lands, application will rout the call to associate process /campaigns.
• CLID Based Routing
  • Application will capture and check the incoming CLID with database
  • Depending on associated information from database call will be routed to associated Process.
• Campaign Based Routing
  • Depending on incoming callers selection of Campaign/ options over IVR, call will be Routed to available agent.
• Round Robin Style Routing
  • Call will be routed to free agent in a circular fashion to ensure reasonable distribution of calls among available agents.
• Skill Based Routing
  • Depending on agents different levels of skills in handling customers system will sort the Agent group.
  • Depending on these skill levels calls are routed to Agent.
• Preference Based Routing
  • Application will capture and check the incoming CLID with database.
  • Depending on database, call will be routed to preferred Agent.