subject: Virtual Pbx With Automatic Call Distribution Feature [print this page] Automatic Call Distribution is also known as queue machine.It's obvious that it is the description of the entire call center system logic function.It can transfer the call to the right agents and supervisors at the table.One of the most important applications of the modern VOIP is based on a phone system.It is for the call centre management. These systems are largely responsible for the evolution of the call centre business.This kind of system distributes the calls equally among the call representatives. If the call representatives are busy with another call, the callers can be placed in call queues for a short time or routed to the voice mail box. It can make sure that important business calls from your customers are not missed. The first one is smart choice seats . It can deal with a batch of incoming calls. Then transfer the calls to the specified artificial agent. If the user enters customer service system at first time, manual transfer agent switching the user agent's phone call may be due to the artificial seat call volume.According to customer's requirements, the artificial agent transfers the automated voice response (IVR). Then the customers would tale to agents. The agent can accept the subscription, answer customers' questions or input customer information.The second one is Automatic Call Distribution.It can easily deal with some incoming calls. Also it can route them to send the required words to similar duties or skills of the group representative. Its performance will directly affect the efficiency of call centers and customer satisfaction.It is different from the modern call center's hotline system. And it becomes an important symbol of the automatic response system.
There are some major functions.At first,it has the function of a program-controlled switching.In fact, Automatic Call Distribution is a type of switch.The switch must have the most basic function of program-controlled exchange;and second, there is an ACD queuing function.Automatic Call Distribution must have the function of the traffic queue. The so-called line is busy under the case.Because of the certain rules, the incoming calls can line up.Once the line is free,the calls will access inside.In addition, the routing of traffic can be transferred to routing rules of Automatic Call Distribution.It can be due to certain response of the agent's terminal or some other terminal such as IVR.ACD queues are divided into hard and soft line.If we use the hard line,it's good to enjoy the line switches and other hardware devices.It is reliable. While it may be at higher prices. Also it's necessary to open each agent licence. Soft line-up is based on software.It just needs to open a licence.The artificial agents connected via IVR. But the stability of the soft line-up is not enough.
