Functional Outline - NEC Univerge SV8500 Programming Manual

CHAPTER 2 GENERAL INFORMATION
Figure 2-1 Functional Outline of Telephony Server ACD System
Telephony Server
ACD System
Announcement
Machine
Supervisory
position

2.2 Functional Outline

Presently, telephone reception services are provided to a wide variety of businesses including mail orders and
travel reservations. However, as the number of customers increase, these services are often subjected to com-
plaints such as telephone calls not answered for long periods of time, or the telephones being busy.
The agent positions receiving these calls also have problems which make their operators busy, such as calls be-
ing concentrated on specific positions.
To solve the problems of customers and telephone operators, the ACD (Automatic Call Distribution) system
provides a range of service features. The addition of the MIS (Management Information System) to the ACD
system saves excessive personnel expenses and communications costs based on calculations of the optimum
number of operators and trunks.
The ACD system can connect large amount of incoming calls automatically to the groups composed of ACD
agent positions. These calls are processed in the order of their arrival, and distributed evenly among the ACD
agent positions.
When all agent positions handling incoming calls are busy or their splits have already finished the service, the
ACD system can transmit various announcements to the calling customers.
The supervisor is able to supervise the agent positions. The supervisor can monitor the performance of each
agent and change the system administration style in order to optimize the personnel arrangement.
– 14 –