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Automatic call distribution (ACD) is an advanced telecommunication technology and integrated application, which was recently introduced to enable companies to manage their incoming calls more effectively and efficiently. Basically it directs calls to a queue, manages the queue and distributes the calls from the queue to an appropriate destination.

PowerX2011™ telecom server brings the company’s Contact Center to a higher level of productivity and efficiency, making it even more of a strategic asset. As ACD is one of many features incorporated within the PowerX2011™ telecom server itself, it integrates seamlessly with any existing PABX/telephone system or as a complete standalone system.

Unlike the traditional “first-in first-out” approach of queuing callers for the next available agent, the PowerX2011™ telecom server applies GrowHill’s unique and new generation of IntelliQue™ technology based on a wide array of parameters. It automatically identifies the type of every incoming call and applies the appropriate call distribution parameters (intelligent routing algorithm) to it. The type of call is based on the following data:
  • Number Dialed Information (NDIS),
  • Caller ID information (CLID), and
  • Transfer code from another hunting number, if any
  • The digit that callers dialed through the Interactive voice response system (IVRs), if any
    The above attributes are used by the IntelliQue™ technology to generate the following powerful call distribution algorithm/rules:
  • Rotation
  • Priority/qualification index
  • Maximum idle time
  • Least talk time / Equal distribution
  • Gender
  • Language preference
  • There are no limitations on the number of extensions or agents that can be created per ACD workgroup. This represents a huge savings in initial investment and subsequent maintenance costs.

    Additional workgroups or agents within an ACD workgroup are created through just a series of mouse clicks on an intuitive Windows based administrator program. A trained user can implement or reconfigure ACD settings within a few minutes from his or her own PC.

    Benefit of Automatic Call Distribution

    Enabled by the powerful functionalities mentioned earlier, Automatic Call Distribution provides the following services:
  • Call distribution: This ensures that calls are handled by a group of people as opposed to a single operator in the traditional PABX systems.
  • Priority and queue handling: This ensures that calls are handled by a group of people as opposed to a single operator in the traditional PABX systems.
  • Queue size and waiting time monitoring: This ensures that calls are handled by a group of people as opposed to a single operator in the traditional PABX systems.
  • Agent-supervisor connections: This ensures that calls are handled by a group of people as opposed to a single operator in the traditional PABX systems.
  • Provision of call management data for reports.
  • Workgroup and staff utilization
  • ACD is one of the most useful communication technology, which benefits all companies in many ways. Some of these benefits are as follows:
  • Call volume: A large number of incoming calls can be received and handled at the same time.
  • Faster response to callers
  • More effective handling of traffic; especially during peak periods
  • Improved customer service quality
  • Increased agent’s productivity
  • More efficient staff utilization
  • Much better, well controlled and managed Contact Center. ACD provides a wide range of statistical and analytical data for the Contact Center. It even provides real time status of the Contact Center at all times.
  • Better coverage across time zones
  • Enables disaster planning and recovery
  • Extends the hours of operation
  • Extensive range of statistical, traffic, analytical, detailed, summary, graphical and management reports
  • Provision of online monitoring tools
  • User-friendly Windows® based graphical user interface (GUI) for the supervisor to configure and monitor the work groups
  • Unlike the traditional PABX systems, ACD is part of the PowerX2011™ telecom server. Thus there is no additional cost to the company, as it does not need to purchase additional hardware and software.

    PowerX2011™ telecom server, with its own powerful FSK modem resources, can simulate and support both single-line and multi-line Caller ID handsets that can be made to display valuable information such as inbound caller ID, name, average queue time, number of group voice mail, number of callers in queue, and many more parameters assignable or configurable by the user. With this powerful feature, the PowerX2011™ telecom server transforms the normal analog caller ID handset to an expensive and high-featured digital handset.

    Companies can also opt for the full PowerX2011™ Contact Center Solution, which integrates the core PowerX2011™ telecom server features with PowerX2011™ Customer Relationship Management (CRM) and Telesales Agent modules. This will enable the company Contact Center to experience the full Computer Telephony Integration (CTI) solution, which has many features and benefits such as the ability to display the customer profile on a PC monitor when a particular call is routed to a call center agent.

    PowerX2011™ telecom server captures and stores information on the activities of the ACD groups for up to a minimum of 12 months. Administrators can access real-time statistical displays and comprehensive ACD management reports anytime to review these activities.

    Unlike the traditional technology, PowerX2011™ telecom server uses GrowHill’s latest technologies such as PowerXTurbo™ engine 6, PowerMatrix™, IntelliQue™ and PowerDialogue™ which amazingly power up the PowerX2011™ telecom server to handle event and call distributions within a few milliseconds. Any complex call flow, table lookup, schema matching can be achieved within a few millseconds from the time the call originates to connection to the destination. This makes PowerX2011™ telecom server the most powerful ACD in the industry. It can handle traffic of millions of calls per day. It can easily manage up to 5,072 agents per ACD and thousands of ACD work groups simultaneously. This remains a dream for the traditional PABX solution.

    PowerX2011™ telecom server also uses the latest powerful digital and risk central processing unit (CPU) to manage its internal digital processing and central processing unit event/task.

    It can meet perfectly the demands of small, medium and large companies alike.

    Features of Automatic Call Distribution

    The PowerX2011™ ACD encompasses a series of very unique and intelligent features that distinguishes it from the traditional PABX/ACD solutions. The following are highlights of these features:
  • Many call distribution rule engines: It is powered by GrowHill’s unique and new generation of IntelliQue™ technology based on a wide array of parameters to generate a wide range of powerful call distribution algorithm/rules. It automatically identifies the type of every incoming call and applies the appropriate call distribution parameters (intelligent routing algorithm) to it.
  • External extension/Remote agent: Agents are no longer confined to the physical location. Contact Center agents can be located either in the office or any other location in the world.
  • Callback: This occurs when a caller calls a hotline and is informed that all the agents are busy. Instead of being put on hold in a queue for the first available agent, he will be given a choice to book a callback service. If the caller applies for the callback, PowerX2011™ telecom server identifies and stores information of the caller’s telephone number and his position in the queue (via the queue number). It does not remove the caller’s position from the queue although the caller has already hung up.
  • Call blending: Outgoing calls based on imported campaign calling lists are automatically connected to the agent at scheduled times. This enables the usage of the same resources for multiple purposes; as Contact Center agents receiving incoming calls and as campaign or service quality promoters to handle large volume of outbound marketing calls for the company’s products or services.
  • Multi Tasking: PowerX2011™ Telecom Server has the ability to create dummy extensions i.e. extensions which are not connected to any physical handsets. These dummy extensions are known as virtual extensions in the PowerX2011™ system.
  • Shift rotation: This feature allows a single physical workstation/handset to be shared by a few employees working on different shifts who are maintaining different extension numbers. Whenever there is a change in the shift duty (time line), the system will automatically log out the previous extension and login the extension number of the current person on duty who is going to use the same workstation/handset as the previous one.
  • Respond to changing traffic condition: When the maximum thresholds are reached, the ACD ‘looks into’ alternative ways to manage the calls. This includes diverting the call to an Interactive Voice Response (IVR) system.
  • ‘Passing token’ technology: This is possible if there is at least one more call center integrated with the current Contact Center. The Contact Center need not be physically near each other. During peak period, the ACD identifies a remote Contact Center to route calls to.
  • Overflow Management/Overflow Assistant: This occurs when the predetermined waiting duration or number of calls has been exceeded. The PowerX2011™ telecom server ACD feature will re-route or overflow these calls to alternative workgroups, pre-assigned workgroup assistant, callback or automated service such as IVR.
  • Overflow value: The threshold value by which overflow call handling is triggered. This can be “Number of callers in queue” or “Average queue/holding duration” or a “Traffic measurement formula”.
  • Overflow alert: Whenever an overflow event is triggered, an alert will be sent to all the agents on duty. The alert can be an special periodic tone, CLI Message on the handset LCD, Screen Popup with the relevant overflow information, SMS message, paging, telephone call, broadcasting message on the video wall, etc.
  • Dynamic Assignment of Agent Extension or Hot-Desk: This is another powerful feature that gives agents greater mobility within the company. Unlike statistic extension assignment nature (via cable) of traditional PABX/ACD systems, PowerX2011™ telecom server assigns dynamic extension numbers to the agents. This means that agents are no longer statistically linked to their pre-assigned workstations (seats). They can go to any other workstation (handset) and login with their extension number and work from there!
  • Intelligent Agent Tracking/Availability (Login/Logout with 6 customizable reasons): Agents are given the facility to login and logout from the ACD with specific reason codes through either the handset or the PC based agent’s console. With this feature, agent productivity can be easily monitored through online status monitoring and reports.
  • Music background/Audio Mixers: PowerX2011™ ACD has a built-in feature that allows recording of messages or prompts from any ordinary telephone handset or through a microphone connected to a computer.This feature significantly enhances the quality of the prompt playback. All these features translate to significant costs savings, as companies need not go to a professional studio to obtain good quality of prompt recordings.
  • Advertising prompts: PowerX2011™ Telecom Server allows authorized users to structure different advertisement prompts for different occasions and instances in an ACD call flow. Advertisement prompts can be recorded and played back with real-time background music.
  • Function call/CTI/Screen pop-up: PowerX2011™ Telecom Server supports API/function calls even at the ACD level. This means that whenever an ACD event is triggered i.e. call transfer to an ACD group, a set of customized instructions or codes will be activated. Example would be to capture the call parameters, search a backend database and pop up a customer profile screen at the agent’s PC.
  • PowerX2011™ telecom server is the most robust ACD in the industry. Offering a wide selection of call distribution parameters, it is able to partner the right agent with each call, which greatly enhances the quality of the service and the value of the customer’s calling experience.

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