What is an ACD?
An ACD (Automatic Call Distributor) is a phoning software that allows to direct incoming calls according to the assigned rules for a call, for example only to a few agents or teams within a company.
When should I consider to have an ACD?
ACD technology is used when you have a lot of calls with your client or many agents answering them.
What can I do with an ACD?
1) Call distribution according to rules
2) Information reports, such as call volume, agent attention time, average call time, etc.
3) Call status visualization
Information I can get with my ACD?
ACD use:
- Agents must log-in to the ACD when they are to receive calls.
- Agents must log-out the ACD to stop receiving calls.
- Code to log-in and log-out the ACD: *22
- Is important for the client calls not to be lost.
- It's important to keep the right record.
You can create reports with information as:
- Call volume
- Agent attention time
- Average call time
| Name | extension | Agente Status | User Status | Status Change | Lost Calls | Answered Calls | Extension Status |
| Agent 1 | 1111 | Logged out | Waiting | 08:14:09 | 0 | 0 | Ready |
| Agent 2 | 2222 | Available | In a queue call | 04:33:44 | 1 | 4 | Active |
Table 1: ACD Status example
What assignation call rules can I set-up?
There are many assignation call rules allow us to have the best strategy according to the client's needs. Some rules are:
1) All Ring: Assign incoming call to all agents, and will be atended by the first one to answer.
Image 1:"All Ring" rule
2) Round Robin: Assigns incoming call to the next available agent.
Image 2: "Round Robin" rule
3) Top Down: Assigns incoming call according to a predetermined order of agents.
Image 3: "Top Down" rule
4) Less communication time agent: Assigns incoming call to the agent with less speaking time.
Imagen 4: "Less communication time agent" rule
5) Less number of calls agent: Assigns the incoming call to the agent with the least amount of calls.
Image 5: "Less number of calls agent" rule
What do I need to request an ACD?
1) Tell us the rule option you desire to set-up.
2) List with the agents included on the ACD tool, with it's extension.
2.1) If you choose the Round Robin or Top down rule, the extension list must be in the desired order.
How much is the ACD service?
The ACD service has fixed monthly price of $100.00 mxp + taxes and a monthly $100.00 mxp + taxes per agent.