Introduction

With IRISA/ACD (Automatic Call Distributor) a new generation of multimedia call centres can be created. Whatever the media (phone, chat, mail) and organisation structure, IRISA/ACD enables the enterprise to provide a quality of service by matching the caller profile to the most appropriate service point.

Key features

IRISA/ACD is an optional module in an Irisa configuration, independent of the IRISA/PBX module, and can be used whatever the media.

It provides the following components :

· A distribution server (Irisa sub-system)

· A graphical real-time supervision tool

· A native link to IRISA/PBX (Irisa software PBX)

· XGC and C/C++ API for development

· Samples of “client” softwares for agent state monitoring in ACD queues

The distribution server (emacdd) is a sub-system within the standard Irisa infrastructure (DRI), providing supervised administration with BRK and LOG sub-systems. The distribution server can manage several agents assigned to one or more queues.

· The important characteristics are :

· An Unlimited number of agents, queues and calls managed

· An agent can be local or distant, and Call Centers can be distributed on several sites

· An agent with multiple skills can be assigned to several queues

· An agent can be logged into several simultaneous physical locations (“broadcast” distribution)

· Several agents can be logged in to the same physical location

· A configurable minimum waiting-time for one call in a queue

· An user-defined maximum waiting time for one call in a queue

· A dynamic configuration of queue capacity and an automatic call forwarding in case of queue overloading

· User-defined parameters for distribution algorithms

· User-defined after-call delay

· Configurable forwarding system on non-active queue (manual or planned action), overloaded queue, when maximum waiting time is reached, when no agent logged in queue, when agent does not answer

· Automatic log off of non-answering agents

· Client/Server architecture

· Alert generation and detection mechanism

Graphical supervision tool (emxacd) allows the real-time monitoring of the Call Center activity as well as the dynamic configuration of queues.

In a synthetic view, Call Center load and agents’ activity are displayed. IRISA/ACD also provides API that will make possible to develop other supervision tools.

· The most important features of emxacd are:

· A real-time graphical supervision from any system connected through TCP/IP

· Detailed and summary statistical views for queues, agents, calls, positions, call forwards, etc.

· Customizable views

· Simultaneous supervision/configuration

Benefits

IRISA/ACD manages call distribution throughout a single or multi site Call Center. Calls can originate from phone systems or other media such as e-mail, Fax or chat.

In a traditional configuration, it makes it possible to match the appropriate resource to handle the customer’s requests.

The principle is based on applying a set of skill attributes to each resource (agent). Agents are then assigned to one or several distribution queues. Using advanced and efficient algorithms, queued calls are effectively distributed to available agents.

· One of IRISA/ACD’s major advantages is that it accepts any kind of request (e-mail, fax, chat, phone call) .

· Agents then manage these requests (phone call, Web, mail, etc.) from several origins in a homogeneous way.

When using simultaneously IRISA/PBX, the IRISA/ACD product is able to directly manage telephones. ACD monitoring via CTI agent applications (JTAPI application, for example) is also available.

IRISA/ACD can be used in single-site as well as multi-site configurations with local and centralised administration and simultaneously in real time by several administrators.

Furthermore, it provides a graphical and easy to use interface for configuration, supervision and real-time statistics.

Distinctive characteristics

· Multi-site distribution from a unique and centralized ACD server

· Advanced distribution algorithms and methods

· Suitable for any contact application in an Irisa solution, independent of the media