ACD for Inbound call centers

Automatic Call Distribution is a generic term to wrap all aspects associated with receiving calls on several DNIS/DID, processing the received inbound calls through IVR Dialplans and routing them to Queues using skills based routing. Agent are automatically logged into Queues for which they have the required skills. Calls are distributed by the ACD to the most appropriate agent based on skills levels.

Q-Suite call center ACD provides an interface to unify all aspects aspects of DID/DNIS, Time of the day scheduling, agent customer interaction, scripts, IVR interactions and routing to Queues. In the following screen, you can setup a the DID/DNIS, description of the source of call, associated URL or Web pages to be presented to the agent within script tabs as well as other settings. The default dialplan will allow you to setup sophisticated IVR interaction.

A call center ACD should be able to handle call routing depending on the time of the day, day of the week or holidays. Dialplan controls the call processing and routing. With time of the day scheduling, you can set different dialplans for different times to suit the call center requirements.

Calls are routed to Queues from Dialplan. This gives the ACD absolute control over how to handle the call before passing to a live agent. If calls have to be immediately given to agents, the dialplan is limited to forwarding the call to the Queue.

Queues maintain calls in a sequential order. They provide same MOH, announcements and other common settings. Dialplan has a command to send calls to a Queue and therefore it is the most common entry point.

Skills are assigned to Queues. Here .Skill. is an abstraction for whatever a call center chooses as a requirement for handling calls. These Skills are assigned to agents with skill levels. The agents are automatically logged into all the Queues for which they have the required Skills.