Automatic Call Distribution Systems - A Boon to Telephony

Posted by Aaeesha on July 3rd, 2014

Telephony which is a field of technology that involves the application, development and even the deployment of telecommunication services for the purpose of voice, fax or data which are the sources of electronic transmissions between two different parties. Thus, in the world of telephony, Automatic call Distributor (ACD) which denotes itself as a device or system which does the distribution of incoming calls to a specific group of terminals that agents based on customer need type and agent skill set accordingly. It is also sometimes known as a part of a computer telephony integration (CTI) system. It is a skilled based routing, which directs calls based on agent's expertise. It has a function of automatically calling back the customers who are not willing to wait. It is an easy option for a non-technical person to operate, use and update.

Automatic call Distribution systems (ACD) are often seen in the offices where they handle the extensive amount of incoming phone calls from the individual callers and there is a requirement of talking to a specific person whereas they require assistance from any of the multiple persons which includes customer service representatives. These individuals should be available for the earlier opportunity. The basic task of the ACD is of routing incoming calls and this being the main function. This system consists of hardware for the attachment of terminals and switches, phone lines and even the software for routing strategy. In typical senses, routing strategy is an algorithm which determines the best and available employee or a number of employees to provide with a response to the given incoming call.

Earlier as we discussed, the incoming calls need to be distributed as and when they come in from a queue. Thus Automatic Call Distribution Systems have a systematic procedure for distributing the incoming calls with multiple and various choices according to the situation.

1) Linear Call Distribution: distribution is in one order which starts from the beginning every time.
2) Circular or rotary call Distribution: Distribution is in one order which starts with the next in order.
3) Uniform Call Distribution: Distribution is done uniformly which starts with the person who has handled the fewest calls.
4) Simultaneous Call Distribution: Distribution of calls is presented to all available extensions simultaneously.
5) Weighted Call Distribution: Distribution of calls are according to a configurable weighting method such as differing skill sets within customer service representatives.

Initially Automatic call Distributor was designed and used to function for the internal private branch Exchange of any company. But unfortunately this function where the closed nature of these systems which limited their flexibility. A new system was designed because of this issue. This new system was designed as such so that it can enable common computer devices such as server PCs in order to make routing decisions.