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Contact Center
An external Automatic Call Distribution (ACD) software option with the IPedge is provided by
connection of an external PC-based CTI application server or as an application on the Media
Application Server (MAS). The CTI server runs both the ACD call processing application and the
separate Management Information System (MIS) application such as Insight, as well as other CTI
applications.
The ACD application is available in Basic and Enhanced feature functionality, along with the
number of groups and active agent size increments to provide cost-effective pricing levels
according to the user's needs. Enhanced ACD includes all basic capabilities plus multiple group
login, skills-based routing, priority queuing, time scheduled ACD queues, agent and call priority
escalation handling, and balanced call count agent search. For more information regarding ACD,
ACD Licensing, etc., refer to the IPedge Contact Center General Description.
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.
IPedge General Description
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