Traditionally, ACD systems have been prohibitively expensive for
all but the largest organisations. They were inflexible
computer-based options separate from the telephone system. Now this
has changed, and Telrad Connegy can offer ACD functionality as an
integrated part of the telephone system - making it affordable and a
necessity for any business that has large volumes of incoming calls.
Telrad Connegy even goes one step further than most manufacturers by
providing an entry level ACD package as standard with the AdvanceIP
systems. The entry level ACD package allows for one supervisor and
up to five agents for the AdvanceIP C128 and AdvanceIP C400 systems,
and up to fifteen agents for the AdvanceIP C1000. For businesses
that require a larger ACD system, the AdvanceIP system can easily be
upgraded to provide a maximum of eight supervisors and one hundred
and sixty agents for the AdvanceIP C128, and a maximum of sixteen
supervisors with three hundred agents for the AdvanceIP C400 and
C1000.
Make sure you keep up with technology - you can be certain your
competitors will!
Fully integrated for economy and flexibility
sophisticated and flexible, Telrad Connegy's ACD system is designed
as a fully integrated solution that utilises system keyphones and
the Telrad emaGEN messaging platform for powerful functionality at a
price to suit. ACD agents can use any Telrad Avanti keyphone, rather
than expensive, specialised turrets. Any keyphone extension user can
log in as an agent, so the Call Centre Manager has the option to
overflow calls to other staff throughout the building during busy
periods. Such overflowed calls are handled quickly and efficiently
to maintain a high level of service to your customers.
Calls enter the ACD system in a number of ways, including; ISDN DDI
number, analogue trunk, operator transfer, Calling Line Identity
routing (CLI on ISDN), or Caller Input Digital Routing. Once
through, callers can hear music or ringing tone and/or comfort
announcements whilst the system places the call according to the
parameters defined by the Call Centre Manager. Each route is known
as an ACD Route Plan, which incorporates Call Priority, Main Queue,
Overflow Queues and Interflow Destination.
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Each ACD Route Plan can be assigned a priority level. When a call enters an ACD
group it is placed in the queue according to its priority. This also applies to
overflowed calls. For example, a call for motorcycle sales may be overflowed
into the bicycle sales group. If motorcycle sales are deemed more important, the
overflow call will be placed ahead of any waiting bicycle sales calls.
If an ACD group is busy, calls to that group can return ringing tone
to the caller whilst waiting for an agent to become free. If the
call is unanswered after a pre-determined overflow timer is reached,
the call rings in another group as well as the first choice group.
This overflow can take place into a further two groups if required,
so the first available agent in any of the four groups will receive
the call. Overflows are defined in each ACD Route Plan.
If a call rings into an ACD group where all the agents are busy, the
Telrad Connegy ACD system can overflow that call immediately
(without waiting for the overflow time to elapse) subject to a
predictive overflow algorithm. This calculation is based upon the
performance of the last fifteen calls into the ACD group, enabling
the system to estimate how long it will take for the call to be
answered. If the estimated time exceeds the overflow time, the call
overflows immediately so that the caller can be answered more
quickly. The Predictive Overflow operation can be enabled or
disabled in system programming.
An interflow timer can be set for each ACD Route Plan. If a call is unanswered
after this time has elapsed, the call is removed from ACD and placed elsewhere
on the system (or off-site over an outside line or private network) where it is
guaranteed to be answered - such as an operator position, remote site or
voicemail. This ensures that a call is answered even if the Call Centre is
working beyond the capacity of the agents logged in. If calls regularly
interflow out of the ACD system, the Call Centre Manager should address the
issue, in order to achieve maximum efficiency.
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Copyright
© 2003 - 2009 Iridiacom Ltd
