Streamlining Support with Web ACD Technology
Short for Automatic Call Distributor, ACD is a system that routes incoming calls to a specific group of terminals that are used by agents. As a part of a computer telephony integration system, this system is built to route incoming calls. It is usually established in offices, which deal with a huge amount of incoming phone calls made by callers who don’t need to talk to a specific person but who need assistance from anyone in these offices as soon as possible.
acd is made up of hardware for the terminals and switches, phonelines and software for the routing strategy. The routing strategy is a rule-based set of instructions that show it how to handle the incoming calls within the system. Typically, it is an algorithm that chooses the ideal employee or employees available to deal with a specific incoming call. To help make this match, it also solicits and reviews additional data to show what the customer is calling for. Sometimes, it uses the caller’s caller ID or ANI. In most cases, it uses a simple IVR to find out the reason for the call.
ACD is an indispensible part of an automated call processing system. Combined with the PhoneMail system, it routes incoming calls to agents who are dedicated to deal with the calls. It usually forwards incoming calls to the agent who has been waiting the longest. When all the extensions are occupied, it deals with the call in a routing table that is designated by the company. For instance, the company can decide that when all the extensions are busy, the caller will hear a recorded voice message and be placed in a queue, or be offered the option of being placed in a queue or leaving a voice mail message.
If your company has to deal with a large volume of phone calls throughout the day than one person fails to deal with, then ACD will help you take care of those calls in a more efficient manner. In order to make a decision on staffing, a company will generally get an idea of its call volume and determine the number of people whose jobs are answering calls with an acceptable wait time. During busy times when an agent is busy, it can place call in a queue, offer a recorded message, route the call to someone dedicated to deal with call overflow, provide a voicemail option, as well as giving the caller a busy signal.
Resource from: ACD and IP Telephony System
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