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Automatic Call Distribution (ACD) and Queuing

The BroadConnect Hosted Call Centre solution expands the capabilities of legacy call centers by allowing call center agents to be geographically distributed. Agents can take calls from home, a satellite office or from mobile handsets.

Our ACD feature set includes hunt groups, call queuing, and no-answer treatments coupled with Auto Attendants that route callers properly.

Scalable – ACD groups are defined on the Hosted-Platform, which allows for larger groups, groups that span multiple sites and agents that work in multiple locations.

Affordable – This hosted service has an affordable monthly fee structure, allows small and mid-sized enterprises to access advanced ACD and reporting capabilities, without the high capital costs of an on-site solution.

Flexible – Enterprises can define ACD groups that best utilize their resources, instead of having to define ACD groups around physical locations. Define skill groups that include agents from any site, or include mobile users in ACD groups.

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Call Distribution Features

  • Linear Call Distribution – Agents are visited in order, always starting with the same agent.
  • Circular/Rotary Call Distribution – Agents are visited in order, starting where the last hunt ended.
  • Uniform Call Distribution – Calls are distributed uniformly to the agents, starting with the agent who is the most idle.
  • Simultaneous Call Distribution – Calls are presented to all idle agents simultaneously.
  • Weighted Call Distribution – Calls are randomly distributed to agents according to a configurable weight.
  • Directory Number Hunting – This enables call waiting for agents, and incoming calls are re-routed to ACD if agents are busy or not available.
  • Geographical Routing – This is call distribution at single site and call distribution at multiple sites.
  • ACD State – Indicate your availability through the desktop, web portal, or IP phone interface.
  • Overflow (Call Forwarding Busy [CFB]) – Incoming calls can be forwarded to an overflow phone number when the queue is overloaded.
  • Night Mode Overflow – Overflow goes to a designated destination/phone number when no agents are available.
  • After Hour Policies can be set through Selective Call Forwarding [SCF] Feature.
  • Hoteling for Extension Mobility – Agents can log in at any available workstation/phone while maintaining unique user settings.
  • Basic and Enhanced Call Logs.

Advanced Queue Features

Queue Announcements:

  • Entrance greeting.
  • Configurable comfort announcement.
  • Music On Hold (MOH) when agents are busy.

Queue Management:

  • Configurable call wait time.
  • Configurable queue length and scalability of queue size.
  • Send the call back in the queue if Call Center is not staffed.
  • Agent Join/Un-join – Calls are only presented to agents who are on duty, and agents can join into multiple Call Centers’ queues.
  • Queue Transfer – An agent can transfer a call back into the queue (at the front or back position). The total wait time is preserved and captured as reporting averages.
  • Voice Messaging – Each ACD has a voice-messaging box where callers can leave messages for agents to process later.
  • Queue Flushing/Escape to Voice Mail – When all group Call Center Agents log out, queued calls are automatically sent to a Call Center group voice mail.