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DSC Tech Library
ACD Automatic Call Distribution
This section of our technical library presents information and documentation relating to ACD Systems and Automatic Call Distribution software and products.
Automatic call distribution systems are the heart of inbound call centers. ACD systems are call routing utilities for incoming calls and can be even used to route calls originated by our predictive dialer to the next available agent. Our PACER and Wizard phone systems comes with a complete automatic call distribution system for call routing.
The PACER and Wizard ACD system and automatic call distributor can route calls based on the dialed phone number (DNIS) and the time of day. Additionally, the PACER IVR system can intelligently route calls using complex conditional logic.
ACD Call-Handling Elements
Taken from The Irwin
Handbook of Telecommunications 3rd Edition © Pantel,
Inc., 1989, 1992, and 1997
Every ACD call has the following elements, as illustrated
by the above flow chart:
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Answering the call.
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Identifying or determining who the caller is and what he
or she wants.
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Queuing or holding the call for an agent if none is immediately
available.
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Informing, which is keeping callers informed as to the status
of the call and providing information to callers while they wait in queue.
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Routing, which is sending the call to the appropriate service
agent.
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Service Delivery.
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Termination of the call.
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