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OpenACD - automatic call distribution system

The system distributes incoming calls among operators according to access level.

Use: Perl, Postgresql, PHP

The automatic call distribution openACD allows you to distribute any incoming calls between operators of call-center.

Operator is selected from any available operators, who can answer for an incoming call. If operator does not accept this call within 15 seconds, the call is redirected to another operator.

Incoming calls are queued in the case of busy of all operators. Customer gets information about approximate waiting time, while he is waiting on line.

A distinctive feature of OpenACD is its decentralization. We have the ability to combine openACD call centers, which geographically located in different cities or countries. You need access to the Internet only.

Consider the example of a remote call processing. When a call arrives in to the first call center and all operators of the first call center are busy, then incoming calls can be routed to any of free operators from another call center. Also we can initially configure that free operator must be searched in a remote call center for remote handling of calls.

But if the link with remote call center is broken, this call center is not involved in the receive remote calls scheme. But, nevertheless, this call center accepting of its incoming calls.

Consider operator's access to services. For example, we have two services and two operators. Using the table of access to services of each operators, we can prohibit to respond to second service for first operator and prohibit first service for second operator. Thus, the first service incoming calls can be answered only the first operator, and the second service incoming calls are avaible only for second operator.

Based on operator to service access table, we use priorities for calls. In this case, operator receives a call, if the priority of service of incoming call is higher than other operators has.

The first operator, who receives the call will be the one, who did not receive calls longer than others, in case of equal access to service. OpenACD contains five call distribution strategies: random selection, based on number of calls, idle time, qualification, based on received calls amount time.

It is available to set priorities for services. In the case of two incoming calls from two services with different priorities, the first answered call will be the one, from higher priority service.

Operator receive a text message when the call is begin - the greeting, he should say. Also, openACD sends technical information about the call (phone number, operator, service, etc.). This information is intended for external applications, CRM-systems.

There is a "black list" mechanism in openACD. Client will receive a "busy tone" signal if his phone number is blacklisted.

OpenACD can be connected to IVR service and automatic outgoing calls system.

You can see currently logged operators and all services in the web interface. Operator is green colored when he is free to receive calls. Operator is red at the moment he is answering the call. When he is answering, we can determine incoming service, phone number and time of current connection. Slightly to the right in the web interface, you can find load of services. In case of 100% load service, you can see solid red line, then no one agent is free to respond to this service. In this case, all incoming calls are queued and they are displayed in the same area. Next, you see a brief statistics of calls (phone number, service, response operator, incoming time and responding time).

You can manage operators, services, operator to service access, edit welcome message and the black list in the web interface.

Automatic call distribution openACD saves detailed statistics for each call and each event of operator.

Statistics of operators provides detailed information of each login/logout, received and missed calls, local calls, e.t.c. You can listen any incoming calls, saved by the system. Also, you can see the summary statistics of all operators in a selected time period.

Statistic of calls includes missed calls.

Presentation of openACD in russian language is below.
Link: openacd.ppt.gz (430 KB)