Businesses are beginning to realize that Customer Service is a priority in helping to grow and maintain a customer base. As such, business owners and managers are looking towards the Automatic Call Distribution (ACD) technology which helps them handle prospects and customers efficiently.

MIND eCenter is an Automatic Call Distributor, it is ideal for organizations that handle a large volume of incoming calls and require that the calls be automatically and equally distributed to multiple groups of Call Center ACD Agents.

MIND eCenter's architecture, which is closely integrated with leading brands of PABX systems, provides a method of meeting business requirements in convenience and efficient fashion. With the system, incoming calls are distributed to available ACD Agents in accordance with rules that you specify.

CALL PROCESSING

MIND eCenter's main function is to answer and automatically route incoming calls. The system comes with pre-recorded greetings, instructions and information.

Customer Distribution

Incoming calls are distributed linearly, cyclically or timed to free ACD Agents. With timed distribution, a call is assigned to the ACD Agent who has been waiting the longest to process a call. If no ACD Agents are available, MIND eCenter will queue calls. While on hold, caller hears a ringing tone or pre-recorded messages.

Allocation Of Call Priorities

Several agents are connected to each other to form individual ACD group, each of which can be reached under several directory numbers. Calls are dealt with according to the principle of "first-in-first-out" (FIFO). In addition, you can create priorities access. Within the queue, four call priorities can be set per ACD group. Incoming calls under this directory number are given preference over others.

Dynamic Queue

For each ACD group, ACD manages a queue, into which all calls are entered. The number of calls entered in this queue is governed by the number of agents currently logged on in the group. You can set a percentage value, relating the maximum number of calls that can be stored in the queue in to the number of agents logged on. In this way, the size of the queue adjust dynamically to the situation in the group.

Load/Time-Based Overflow

If the capacity of the queue is exhausted, and no group overflow is possible, further calls are handled in accordance with the principle of "load-based overflow". You can specify different load-based overflow destinations:

- Load overflow to Voice Mail Service

- Release; the call is rejected with the busy signal

In time-based overflow, you define a maximum period for which a call may remain in the queue. if this period is exceeded, the specified time overflow destinations are used.

Night Service

A separate night service for each ACD group can be defined. Callers will be transferred to the Voice Mail Service, to announcements, or to specific extension number. Another ACD group can specify as a night destination. Switch-over from day to night service can be initiated by supervisor, or can be carried out automatically at a predefined time.

SUPERVISORY CONSOLE

Real-Time Display

The real-time display provides the supervisor with important information needed such as status of group to ensure optimum control of call distribution.

The Supervisor Console includes the following:

- An overflow view of everyone in the assigned groups

- real-time information about individual groups

- The agents position status of individual groups

The group overview provides the supervisor with the following information:

- The number of agent positions currently active in call distribution

- The number of loss calls

- The current load on the queue

In additional, you can create a real-time mode for each group, down to the individual agent position. The supervisor can make use of the features such as logging on / off agents, changing an agent's group and ending manual wrap-up.

ACD Agents

Logon/Logoff in the ACD group

All extensions configured as participants in call distribution can be activated at any time. To do this, an agent logs on the call center service from telephone or from logon user-interface that resides on desktop PC.

MIND Call Center also provide you with the automatic wrap-up position. This involve defining a period that the call distribution system allows to elapse after an ACD call has ended before a new call is passed to the agent position.