ACD/Skill-based Call Routing
Infinity’s Automatic Call Distribution (ACD) will ensure
all calls get prioritized and routed to the correct
operator. Infinity’s ACD is extremely flexible
and will allow calls to be routed to specific operators
or operator groups based on call criteria (inside
calls, outside calls, main number calls, directory assistance
calls, etc) or based on certain call conditions or
locations (emergency calls, alarms, call boxes, etc.).
The powerful ACD resides in the Infinity CTI server and is
maintained within the Infinity Supervisor program. SMDR(Station
Message Detail Reporting) and other statistical information
included ANI (Caller ID) is collected by the ACD allowing
valuable system, call traffic and operator performance reports
to be generated, as needed.
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