Basic Acd Features; Enhanced Acd Features - Toshiba Strata CIX40 General Description Manual

Basic ACD Features

Advanced Call Routing
The optional Call Router enables calls to be routed based upon parameters such as Caller ID,
Account Numbers, private lists, time-of-day, day-of-week, day-of-year, and user entered data
(account code, etc.). This is an optional feature that can be added to the ACD application.
Intelligent Announcements
The holding caller can be informed of call status, such as their place in queue or estimated time
before an agent answers. The intelligent announcement function can also offer alternative options
to continuing to hold, such as going to voice mail.
IVR Voice Assistant Open Database Connectivity (ODBC) Access
There are two options that can be used with customized services: Interactive Voice Response
(IVR) Voice Assistant (VA) application can be used as a stand-alone product and/or as an IVR
service to the ACD application. For example, an IVR port could be used to do an external page to
alert agents to return and login to an ACD queue when it gets too overloaded with calls.
Other useful functions include gather and validate user input, play menus and act on response, and
trigger other events. The IVR VA can also be used to provide low cost text to speech capabilities.
The IVR VA is an optional feature that can be added to the ACD application.

Enhanced ACD Features

Agent Priority Routing
The Agent pool can be expanded when traffic gets heavy based upon agent priority levels. When
all agents are busy at one level, calls automatically get distributed to agents at the next level. Calls
can be distributed by agent priority, preferred agent treatment, or balanced call count.
Multiple Group Agent Login
ACD agents can be logged into multiple ACD groups, enabling agents to answer calls for multiple
groups. This is very useful for back up coverage between groups. It is also the foundation for
skills-based routing and agent priority routing, enabling many advanced call center applications.
Skills-based Routing
Based on the caller's input, the system can route the call to the agent best suited to handle the call.
Calls can be routed to certain agents, based upon agent capabilities, in addition to Dialed Number
Identification Service (DNIS), CO line, or Auto Attendant routing into different groups. With the
capability for agents to log into multiple groups, calls can be routed to different agents based upon
skills needed for each specific call.
Priority Queuing
ACD calls can optionally be tagged with a priority number before they are placed into the ACD
group queue. The priority number assigned to the call determines where the call is placed in queue.
This feature enables high priority calls to be answered sooner than low-priority calls. The
escalation parameter ensures that no call is lost by higher priority calls.
Strata CIX General Description 12/07
Automatic Call Distribution (ACD) Server
Features
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