PBX/ACD system is to provide customer telephone services via telephone switches. Typically, there are two types of PBX switch options. Either the PBX is owned and located at the business location or is leased from the telephone company as a Centrex system. The PBX switches are generally “dumb switches” with limited routing control capabilities. An ACD unit is typically combined with the PBX to provide “smart” routing of the incoming calls for robust directing, managing, and distribution within the organization’s internal network. Integrated ACD units have three basic functions: call routing/ distribution, supervisory monitoring (system and employee), and statistical reporting. ACD units may be either stand-alone or integrated with the PBX (typical) or may be part of a totally software driven architecture. Stand-alone ACD units may be either hardware or software oriented, based on the application/vendor/customer preference, which determines the type of call handling control desired from the PBX or Centrex system. 

Automatic Call Distribution (ACD) is a functionality used with PBX technology to create group numbers with a lot of supporting tools (wall-display, extensive management information, etc.) to process a lot of incoming calls for the same issue. PBX or ACD is just technical equipment to support the people working with the telephone sets.

Routing is the most important feature of good ACD software. Orders can be lost since customers don’t accept having to wait too long. Existing customers will be displeased if their call is routed to the wrong agent, who for instance doesn't’t speak the right language. A good routing mechanism is crucial in call centers. Different techniques for routing calls:  

Skill Based Routing

This is the most important. The IVR asks questions to the caller; the answers to these questions

(can) result in a skill, e g. French speaking, tech. info… Skill based routing means that the call is

routed to an available agent that best matches the required skills.

 Time based routing
            The longer a caller has to wait, the more chance of being transferred to an agent that      becomes free.

Agent based routing

Callers, who call in multiple times, have a greater chance of being transferred to the same agent. Agents that have not had a call for a long time, have a greater chance of being selected. Agents that have had few calls, have a greater chance of being selected.

Prioritized routing.
Time of a day based routing.
Call queuing, which holds incoming callers while playing music or informative
messages until the agent best suited to take the call is available.
Intelligent auto distribution of calls.
Sequential distribution.
Cyclic distribution.

Database Interface

Microsoft Access

Microsoft SQL Server   

 Compatibility

         Siemens

            Panasonic

            Nortel

System Requirements

Windows.

Pentium  or above with at least 1 GB RAM (higher requirements apply for multiple line installations).

TAPI compliant (100%) telephony device. This includes most voice modems (2000/XP only) or a professional telephony card (e.g. Dialogic etc.).

[Optional] Internet Connection [to forward by email]

[Optional] Web site (on local or remote server) [for Internet Access Pages]