ACD (Automatic Call Distribution)

 

If a customer has a TAPI (Telephony Application Programming Interface) enabled phone system or a third party TSP (telephony service provider) driver, they will receive full ACD functionality within CALLManager v7.0 (Pro and Standard). 

 

(If customers do not already have these items in place and available, they will still have limited ACD functionality...contact an RMS Telecomms representative for further details.)

 

 

 (ACD Agents List screen shot in standard mode screen)

  • Ticker tape available - scrolling or tile view of ACD activity (available externally and internally)

  • ACD Alarms - both visual and audible (default or user may select a wav file of their choosing)

  • Agent status easily identified (Bubble Hint to see call time and CLI) (See below)

  • Real time call in progress function - mouse over agent call in progress to view CLI information (phone #) and length of call

  • Call Statistics by agent, group and/or queue

  • ACD charts and/or graphs similar to those on the Today Page (Click the link for more information)

  • Mouse over items in the graph for a pop up to easily identify information

  • Wallboard view of agents, groups or queues (or all) (Click the link for more information)

  • Identify productivity of agents

  • Identify line and trunk usage to ensure that your business is equipped to handle call volume

  • Assess  your business service level by determining how quickly calls are answered by agents

 

Got questions, check out our Common ACD Questions page or the Feature Comparison List of the three current CALLManager versions available.

 

See Also

 

 

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