Specifications
20 Automatic Call Distribution (ACD) Application Options
APPLICATIONS
Telrads Automatic Call Distribution (ACD) system
provides two optional software packages that support
the DIGITAL KEY BX, DIGITAL 400, and
DIGITAL 1000 systems.
The two Telrad ACD options are:
The ACD enhanced call processing and
distribution system;
The ACD I.Q. management information
system.
The ACD system has been designed for the service
oriented office with a high volume of incoming call
traffic that must be processed quickly and efficiently.
ACD is uniquely suited for organizations that have to
quickly process calls from numerous customers, such
as customer care or customer service departments.
The ACD system provides the means to distribute calls
among user groups and gives supervisors basic call
processing statistics about their agents. Figure 11 shows
ACD statistics, and figure 12 shows a list of ACD
agents as it might appear on the Avanti 3025 telephone
display.
The ACD I.Q. reporting package has been designed to
provide advanced management information with
graphical and statistical reports. ACD and ACD I.Q.
streamline utilization of telephone and personnel
resources and optimize the efficiency of your call
center.
ACD SYSTEM
Telrad's Automatic Call Distribution (ACD) system
provides an easy-to-use, advanced system for the routing
and distribution of incoming calls to various office
units, and also provides viewing of basic ACD statistics
on the telephone display at the supervisors station.
The ACD system has been refined to include the ability
to create ACD groups and to customize on-hold
announcements for each group.
Figure 12 Telephone display of a list of ACD agentsFigure 11 Telephone display of ACD statistics