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ACD Group

The ACD group, a.k.a. agent group, is used to automatically distribute calls to a group of extensions.

  • Agent log in/log out. Queue managers can statically log their agents in, or agents can dynamically log in using star codes. A minimum number of agents that must always remain in the group can be defined.
  • Overflow assistance. Additional agents or overflow queues can be added to the list of agents when the queue gets busy and the waiting duration exceeds a programmable duration.
  • Audio in the queue. Callers hear music on hold mixed with announcements that can be either uploaded (studio recordings) or recorded from an extension. The announcements can be mixed with position announcements so that callers are aware of their queue position.
  • Recovery time. Agents can be given a short period to take notes between the calls; for example, 20 seconds to prepare for the next call.
  • Missed calls. Agents can be automatically logged out for missed calls.
  • Multiple ACD membership. Agents can be part of multiple ACD groups. The groups can be prioritized to arbitrate conflicts over which queue should ring the agent.
  • Multiple "ring" algorithms. Different algorithms are available for distributing calls to the agents, including random, longest idle first, and predefined priorities.
  • Agent group identification. Agents who belong to multiple agent groups can determine which group the call is coming from by using two different methods: (1) ring tone (the PBX can signal different ring tones to the agents; this requires support from the connected device), and (2) the caller-ID can be displayed along with the queue name.
  • When to connect call. The connection event for the PBX can be set to various points in the call to avoid unnecessary cost to the caller.
  • Trunk overload prevention. The maximum number of calls for the queue can be defined to ensure that limited trunk resources are not overloaded.
  • Repeat callers to same agent. The system can automatically assign a customer-ID to a caller and add it to the address book, enabling repeat callers to be connected to the same agent.
  • Redirection. Calls can be redirected based on time or user-initiated events to other destinations.
  • Instant messaging. Queue managers can receive SIP instant messages related to the queue status.
  • Email of activity. Daily email reports summarize the calls for the group. The reports include waiting times, connection times, and the duration of calls on hold, grouped by each agent and in total.
  • Exiting the queue. Callers can use DTMF to leave the queue and move to other destinations.
  • Recording calls. Calls can be recorded automatically and saved to a predefined folder. For devices that support the XML format, recording can be turned on and off by the agent to comply with legal and credit card requirements.
  • Safety net for no agents available. When all agents are logged out or are no longer registered, calls can be automatically redirected to a programmable destination.
  • Mobility. Calls to the queue can be forked to the agent's cell phone, enabling highly mobile groups (e.g. real estate agents working together in a group on the road) to take advantage of the feature-rich agent group account.
  • Outbound dialing. Call lists can be uploaded to an agent group for automatic outbound dialing support. Agents can use a star code to initiate the callback and then use DTMF tones to mark numbers as completed or to indicate that a follow-up is needed without disconnecting the call. This feature is also available from the cell phone.
  • Simple CDR integration. Incoming calls on Microsoft Windows may pop-up a browser windows with a link to an URL that contains the caller-ID. This makes it easy to integrate with most of the available CRM systems for inbound calls.

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