ADIX ACD

ADIX ACD is a combination of specially designed hardware and software that is compatible with any ADIX telephone system to provide Automatic Call Distribution (ACD) capability combined with standard and optional PBX/key system features. ACD is used to answer, queue and equally distribute incoming calls to agents within an ACD group following a logical, programmable pattern. Many features are available which allow you to customize the ACD for a specific customer's needs. For example, you can program the ADIX ACD system to play recorded announcements and messages to callers waiting on hold. You can also program the system to collect and analyze information pertinent to calls and call handling with the addition of the Iwatsu TASKE® ACD Toolbox.


ADIX ACD Programmable Call Routing and Distribution
ADIX ACD allows simultaneous operation of ACD agents and PBX extensions. Thus, one system handles ACD call traffic and PBX call traffic simultaneously.
ADIX ACD is comprised of a series of agent groups (ACD groups) to which calls are routed. An ACD group is comprised of agents (up to 150), supervisors (up to three), call sequence table(s), and various timers and options that are used to define the ACD group's operation. When the system detects ringing on an ACD line, the ACD call is distributed to an ACD group. ACD calls in queue follow the steps programmed in that ACD group's associated call sequence table. The call sequence table contains information regarding call progress indications and call routing procedures. When an ACD call in queue is ready to be distributed (according to the call sequence table), the call is distributed to the agent whom has been idle longest. If an agent is not available, the call remains in queue until an agent becomes available or the call is removed from the queue based on the entries in the associated sequence table. The illustration below depicts automatic call distribution.

Automatic Call Distributor (ACD):
An ACD is a specialized phone system used for handling many incoming calls such as order taking, dispatching of service technicians, taxis, railroads, and help desks answering technical questions, etc.
An ACD performs four functions

  1. It will recognize and answer an incoming call.
  2. It will look in its database for instructions on what to do with that call.
  3. Based on these instructions, it will send the call to a recording that "somebody will be with you soon, please don't hang up" or to a voice response unit (VRU).
  4. It will send the call to an agent as soon as that operator has completed his/her previous call, and/or the caller has heard the canned message.

Source: Newton's Telecom Dictionary


Top