The Samsung Automatic Call Distribution (ACD) feature provides
small and medium size businesses additional powerful and
flexible call handling options previously only available
on larger and more expensive systems. ACD is especially
useful where you have a large number of incoming calls that
need to be managed.
ACD is an advanced feature, which provides sophisticated
call handling to optimise caller service. This functionality
is ideal for those departments, which operate as a call
centre - such as accounts department, sales desk or response
centre.
Calls can be distributed intelligently - using first in
first out (FIFO) rules - to the first available agent within
the group. This can be minimise the length of time before
a call is answered and ensure you keep an even flow of call
traffic to all members of a group. If no extensions are
free, the call can be held in queue, while automated messages
re-assure them of prompt attention as soon as the next call
handler becomes available.
Samsung systems can support up to 20 groups - each with
a maximum of 48 agents, allowing calls to be recorded when
necessary and giving agents time to complete administration
before accepting the next call.
The OfficeServ can also provide incoming call statistics for
a group or extension via the LCD of a display handset, giving
supervisors a simple snap-shot of call traffic and activity
to evaluate the performance of groups and agents for example:
- Calls in queue.
- Waiting time.
- Agent status.
- Average queuing time.
- Total incoming calls received.
In addition the OfficeServ can also be configured to operate
within up to six time zones so that callers receive an appropriate
response and are then routed to the correct destination
depending on the time of day, week or year they call.
Key features of the ACD include:
- Automatic logout - of a group member where a
call has not been answered within a specified time, ensuring
calls do not go unanswered.
- Call Statistics - are available to the supervisor
at the group level and at the group member level, in real
time via handset display, printer or PC.
- Group Supervisor/s - can be allocated to manage
one or more group's performance.
- Multiple Groups
- Real time resource allocation - allows the group
supervisor to log group members in and out of groups to
cope with demand and maintain agreed service levels.
- Wrap-up time - allows a group member time to
finish important paperwork at the end of a call before
taking the next call.
