WarmConnect Automatic Call Distributer - ACD

Multi Channel Intelligent Routing to Agents

The most extensive feature set

• Virtually unlimited phone numbers groupable into "In-groups"
• Full Call Recording
• On hook agent capable. Agents do not need to be tethered to their phones at all times.
• CRM integration capable with automatic transfer to CRM screen.
• Agent screen can be transferred to a closer/another agent.
• Live scripts available.
• Presetable numbers for conferencing call or for blind transfer.
• Call timers with many presetable actions
• Configurable working hours, including state and national holidays with many after hours actions.
• Ability to play place in line and estimated wait time to caller.
• Ability to let callers leave a voicemail or request callback while in queue.
• Ability to calculate hold time and modify queue behavior if hold time above threshold.
• Overflow queues.
• Whisper to agent.
• Real time call monitoring by manager.
• Ability to re-route repeat callers.
• Ability to integrate web based APIs of external services
• Ability to block display of callerID to agent.
• Custom Music-On-Hold and agent alert sound.

Many distribution strategies

• random: Randomly selects an idle agent.
• oldest_call_start: Strategy for distributing the same number of calls to all agents regardless of length of calls.
• oldest_call_finish: Send call to agent who is idle the longest at this point of time.
• oldest_inbound_call_start: Strategy for distributing the same number of inbound calls to all agents.
• oldest_inbound_call_finish: Send call to agent that has not been on an inbound call for the longest time.
• overall_user_level: Orders by the user_level of the agent. Higher user_level = more calls.
• inbound_group_rank: Skills based ranking given to the agent for the specific inbound group. Higher = more calls.
• campaign_rank: Skills based ranking given to the agent for the campaign. Higher = more calls.
• ingroup_grade_random: gives a higher probability of getting a call to the higher graded agents by in-group.
• campaign_grade_random: gives a higher probability of getting a call to the higher graded agents by campaign.
• fewest_calls: orders by the number of calls received by an agent for that specific inbound group. Least calls first.
• fewest_calls_campaign: orders by the number of calls received by an agent for the campaign. Least calls first.
• longest_wait_time: Orders by the average wait time of agent.
• ring_all: Rings all idle agents, for small queues.

Multichannel capable

• Incoming phone numbers - DIDs as well as Toll Free - available from every area code and country
• Incoming email distributed in same way as incoming calls
• Incoming SMS also handled in same way as email and incoming calls.
• Outgoing calls, email and SMS possible for return communication.