ACD

RFCVoIP ACD Contact Center

RFCVoIP’s ACD leverages all the advantages of IP to maximize user productivity and ensure callers experience the ultimate in customer service... both of which translate into improved business performance and an optimal ROI.

Coupled with simple and intuitive administration and user interfaces, RFCVoIP's ACD is flexible enough to support the sophisticated applications necessary for streamlined, efficient and cost effective call handling:

Virtual Call Centers
- utilize the best agents regardless of where they are at
home or in different geographic or branch office locations

Skills-Based Routing
- match the caller’s needs to the available agent best
suited to handle the call

Multiple Queue Assignments - increase productivity and capacity
by equipping agents with the information they need to effectively handle a
variety of call types

Overflow & Load Balancing
- respond to fluctuations in call volume by
automatically enlisting additional agents or groups when user-defined
thresholds are breached


IP ADVANTAGES IN THE CONTACT CENTER

RFCVoIP’s IP PBX with ACD makes the most of all that an open-standards, IP-based platform has to offer, including full support of affordable SIP-based trunking as well as traditional PSTN services. Among the benefits of implementing RFCVoIP’s IP PBX with ACD:

  • Lower operating costs through
    • Resource optimization
      • Best agents regardless of location
      • 'Follow-the-sun' coverage
      • Centralized management
    • Reduced network and toll costs
    • No monthly fee associated with hosted/managed solutions
  • Enhanced flexibility & scalability
  • Simplified, easily accessible administration
    • Browser-based
    • Single integrated platform / solution
  • Survivability

RFCVoIP’s open-standards based solution offers protection against obsolescence and enterprise-grade features at a fraction of the cost.

RFCVoIP’s support for SIP trunking means your business can take full advantage of lower cost telecommunications services and increased bandwidth.


Features

Below is a list of all of RFCVoIP's Formal Call Center and ACD features compared to RFCVoIP's Standard Informal Ring Group Features. The Standard features are avalailable on all RFCVoIP systems. The Optional Formal Call Center/ACD features are available with the options ACD package.

RFCVoIP ACD Features List

Call Queues  
          
Standard Queues
     
ACD Queues
------------------------------------------------
---------------------
-----------------
Unlimited Call Queues
          
Yes
          
Yes
In Queue Call Routing
          
No
          
Yes
Route When a Queued Caller Presses Any Digit
          
No
          
Yes
Queue Caller Timeout
          
No
          
Yes
Queue Member Circuit Limit
          
No
          
Yes
Route When Max Queue Length Reached
          
No
          
Yes
Route When
          
No
          
No
Members Logged In
          
No
          
Yes
Custom Music on Hold Per Queue
          
No
          
Yes
Invisible Queues
          
No
          
Yes
Members Never Busy
          
No
          
Yes
Announce Position in Queue
          
No
          
Yes
Announce Estimated Hold Time
          
No
          
Yes
Announcement Frequency Control
          
No
          
Yes
Log-in Queue Members
          
No
          
Yes
Permanent Queue Members
          
No
          
Yes
Real Time Queue Status
          
No
          
Yes
Historical Queue Logs
          
No
          
Yes
Historical Queue Statistics
          
No
          
Yes
Route When Queue Empty
          
No
          
Yes
Acknowledge Call
          
Yes
          
Yes
Queue Member Presence
          
Yes
          
Yes
Ring Strategies:
          
Yes
          
Yes
Ring All
          
Yes
          
Yes
Round Robin
          
Yes
          
Yes
Fewest Calls
          
Yes
          
Yes
Least Recently Called
          
Yes
          
Yes
Random
          
Yes
          
Yes
Queue Specific Music on Hold
          
Yes
          
Yes
Unlimited Voice IVR Menus
          
Yes
          
Yes
Upload Pre Recorded Prompts and Messages
          
Yes
          
Yes

Agents

Agent Log In
          
No
          
Yes
Agent Log Off
          
No
          
Yes
Auto Log Off
          
No
          
Yes
Agent Only Extensions
          
No
          
Yes
One-touch Log in/Log off                                        
          
No
          
Yes

Web Based Administration

Administrator Controls
          
Yes
          
Yes
User Controls
          
Yes
          
Yes
Program Phones Remotely
          
Yes
          
Yes
Call Center Manager Control                              
          
Yes
          
Yes
Operator Call Control
          
Yes
          
Yes

Recording & Monitoring

Call Recording
          
Yes
          
Yes
Recording Stored in Mailbox Folder                    
          
Yes
          
Yes
Call Monitoring
          
Yes
          
Yes

Logging & Reporting

Current Calls                                                  
          
Yes
          
Yes
Call Logs
          
Yes
          
Yes
Call Reporting
          
Yes
          
Yes
Queue Status
          
No
          
Yes
Queue Reports
          
No
          
Yes

Custom Audio Recordings

Recording Voice Prompts                                 
          
Yes
          
Yes
Multple Languages
          
Yes
          
Yes
Voice Prompts
          
Yes
          
Yes

Business Hours and Schedules

Day/Night Schedule
          
Yes
          
Yes
Operator Can Force Day/Night Schedule          
          
Yes
          
Yes
Routable Schedules
          
Yes
          
Yes
Schedules for Each DID
          
Yes
          
Yes