Quick Start

Available to: Departments

Cost: Costs depend on the system and features selected

Call distribution systems automate the distribution of incoming telephone calls for answering by a group of people. They are useful in environments that receive a large number of calls, such as a help desk. IS&T offers two types of systems: Uniform Call Distribution (UCD) and, for additional functionality, Automated Call Distribution (ACD).

Benefits

Both UCD and ACD systems facilitate uniform distribution of incoming calls to a specified group of call takers, called “agents.” Both systems can provide daily reports on call statistics, and ACD systems also provide a real-time view of statistics. Call distribution systems ensure efficient and equitable use of resources and provide reports that can be used in planning and scheduling people. IS&T provides the analysis and design expertise and takes care of configuring the system to meet your needs.

Key Features

  • Agents can log in and out of the system, based on their availability to take calls.
  • An incoming call is sent to the agent who has been idle longest. If no agent is available, the system can place the call in queue and play a customizable recording, asking the caller to hold for the next available agent.
  • UCD systems send via email a daily management information report, providing statistics on the previous day’s calls, including the number of incoming calls, calls answered, calls abandoned, etc. UCD systems do not provide a view of statistical information in real time.
  • ACD systems offer additional functionality and include software to be loaded onto a supervisor’s PC allowing for real-time data viewing. The supervisor can see which agents are currently logged in and taking calls, how many calls are waiting to be answered, etc. Management information reports similar to the daily UCD reports described earlier can also be produced, either scheduled or on an ad hoc basis. These reports can also provide agent-specific information, such as the number of calls answered by each agent, average length of calls, etc.
  • UCD and ACD features are accessible through one-touch buttons on Nortel’s Meridian business sets or through feature codes on single-line sets.
  • Both systems offer a Music in Queue feature for callers waiting for their calls to be answered.

What to Expect

This service normally will be available 24 by 7 except for standard change windows, as described in IS&T’s standard policies, procedures, and schedules for making changes.

Requirements

None

Getting Started

Contact us or call us at 617-353-2097 for more information.