Chapter 5 - Contact Center; Basic Acd Features; Advanced Call Routing; Intelligent Announcements - Toshiba IP edge General Description Manual

Contact Center
The Automatic Call Distribution (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.

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.
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