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ADIX ACD
ADIX ACD is a combination of specially designed hardware
and software that is compatible with any ADIX telephone system to provide
Automatic Call Distribution (ACD) capability combined with standard and
optional PBX/key system features. ACD is used to answer, queue and equally
distribute incoming calls to agents within an ACD group following a logical,
programmable pattern. Many features are available which allow you to customize
the ACD for a specific customer's needs. For example, you can program
the ADIX ACD system to play recorded announcements and messages to callers
waiting on hold. You can also program the system to collect and analyze
information pertinent to calls and call handling with the addition of
the Iwatsu TASKE® ACD Toolbox.
ADIX ACD Programmable Call Routing and Distribution
ADIX ACD allows simultaneous operation of ACD agents and PBX extensions.
Thus, one system handles ACD call traffic and PBX call traffic simultaneously.
ADIX ACD is comprised of a series of agent groups (ACD groups) to which
calls are routed. An ACD group is comprised of agents (up to 150), supervisors
(up to three), call sequence table(s), and various timers and options
that are used to define the ACD group's operation. When the system detects
ringing on an ACD line, the ACD call is distributed to an ACD group. ACD
calls in queue follow the steps programmed in that ACD group's associated
call sequence table. The call sequence table contains information regarding
call progress indications and call routing procedures. When an ACD call
in queue is ready to be distributed (according to the call sequence table),
the call is distributed to the agent whom has been idle longest. If an
agent is not available, the call remains in queue until an agent becomes
available or the call is removed from the queue based on the entries in
the associated sequence table. The illustration below depicts automatic
call distribution.
Automatic Call Distributor (ACD):
An ACD is a specialized phone system used for handling many incoming calls
such as order taking, dispatching of service technicians, taxis, railroads,
and help desks answering technical questions, etc.
An ACD performs four functions
- It will recognize and answer an incoming call.
- It will look in its database for instructions on what to do with that
call.
- Based on these instructions, it will send the call to a recording
that "somebody will be with you soon, please don't hang up"
or to a voice response unit (VRU).
- It will send the call to an agent as soon as that operator has completed
his/her previous call, and/or the caller has heard the canned message.
Source: Newton's Telecom Dictionary
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