Automatic Call Distribution/Call Management
If your company has an application where telephone calls are received from the outside world and need to be directed to a specific group within your organization, you can count on the DBS to effectively and professionally distribute these calls with the system’s built in ACD package.
The ACD application resides within the Integrated Feature Module (IFM) that is connected directly to the system’s back plane just like any of our other circuit boards. The IFM, however, is actually a powerful PC with hard drive storage and a Pentium grade processor that handles all of the ACD functionality, including its flexible report package. The IFM can be easily connected to your existing LAN to provide supervisor access and a visual indication of the group’s activities.
ACD Features
Advanced Hunting
Least Busy First
Longest Idle
Standard Reports Package
Built in reports for Agent Groups & System Activity
14 Day Retention
MIS Reports Package (Figure 1)
Historical Reports
Export data to standard software programs for customization
Standard Supervisior Functions
Script Editing, Agent View and Report Generation through large screen telephone
MIS Supervisor Functions (Figure 2)
LAN connection for Agent/Group Activity on the desktop PC
Alarm Thresholds
Multiple On-Hold Messages
Agent View (Figure 3)
Simple display of Agent Group Activity that can reside on any client on the Local Area Network.
Agent Features
Dedicated Function Keys
Log-In/Log-out
Available/Unavailable
Work Unit
Wrap
Zip Mode
Auto Answer for Headset Users
Supervisior Features
Silent Monitor
Traffic Information
View Total Calls & Maximum Wait Time
Agent Status
View Logged-In, Available, Busy & Idle Status
Specifications
| ACD Groups | 8 |
| Agent/Group | 64 |
| Agent IDs/Group | 200 |
| Supervisors/Group | 8 |
| Supervisor IDs/Group | 16 |
| Number of ACD Messages | 16 |
| Recording Time/Message | 60 sec. |
| Call Scripts | 8 |
Advanced Reporting
The DBS 576 ACD comes equipped with several built-in ACD reports which can be used to further analyze your groups' performance and activity. These reports can be viewed either through a PC connected to an RS-232C connector from the ACD card, or they can be printed by connecting directly to a printer. Activity of agents, groups and the system are tabulated on an hourly, daily or weekly basis, and can be stored for a period of 14 days.
|
