What can ACD do on Option 11C?

[alex0628]

We now have a service department with four people handling customer calls. I know that the phone system came with basic ACD, which I know nothing about. I will have to call SBC in to program the ACD settings. But what are the capabilities of this basic ACD system? Can anyone tell me what the ACD can do?

 

[acewarlock]

1. Put's caller's in Queuq until an agent can answer.

2. Can give a RAN while waiting.

3. Distributes calls evenly to each agent.

4. Keeps track of agents answer time.


Trher are other things also, but these are probally what you would use it for.

 

[sandyml]

5. Give music on hold while caller waits in queue. You'll need a music source for that.

2. For the RAN, again you will need some time of device like an Interalia or MiRAN card or Viking, etc.

You can give an initial recording when the caller enters the queue (if nobody is available).

You can give another recording that repeats every so often (you can determine how long between repeats).

You can send the call to another destination (such as voicemail) if everybody is logged out.

There are overflows and interflows that can be provisioned also, depending on the feature packages you have in your PBX.

A supervisor can listen in on calls ("observe") from their own phone.

The agents' phone can be programmed with Call Supervisor and Emergency keys, like a hot line to their supervisor for assistance.

A DWC key (Display Waiting Calls) key can be put on agents phone to help them be aware if calls are sitting in queue and give them a few stats.

The list goes on...

 

[alex0628]

I can do all that with the basic ACD that came with the phone system? That will work great for what we want. And we do have a Miran card. The customers already call an 800 number with an option to select "Service". So the ACD shouldn't take too long to set up. Thanks!