Automatic Call Distribution (ACD) Server

System Availability: All systems

An external ACD software option with the Strata CIX is provided by connection of an external PC-based CTI application server or as an application on the MAS. The CTI server runs both the ACD call processing application and the separate Management Information System (MIS) application such as Insight CIX, as well as other CTI applications.

The ACD application is available in Basic and Enhanced feature functionality, along with the number of groups and active agent size increments to provide cost-effective pricing levels according to the user’s needs. Enhanced ACD includes all basic capabilities plus multiple group login, skills-based routing, priority queuing, time scheduled ACD queues, agent and call priority escalation handling, and balanced call count agent search. For more information, refer to the Strata CIX and CTX Call Center Solutions General Description.

Features

Automatic Call Distribution (ACD) Server