Call distribution

Our unique integral UCD package, provided as a standard feature to all users, offers a sophisticated busines telephone system to any working environment. This provides the opportunity to optimise the service incoming callers receive and maximise the efficiency of staff.

Calls can be distributed intelligently by our business telephone system - using first in first out (FIFO) rules - to the first available agent within the group. This can minimise the length of time before a call is answered and ensure you keep an even flow of call traffic to all members of a group. If no extensions are free, the call can be held in a queue, while automated messages reassure them of prompt attention as soon as the next call handler becomes available.

Our business telephone system can serve up to 20 groups - each with a maximum of 48 agents allowing calls to be recorded when necessary and giving agents time to complete administration before accepting the next call.

Our business phone system can also provide incoming call statistics for a group or extension via the LCD of a display keyphone, giving supervisors a simple snap-shot of call traffic and activity to evaluate the performance of groups and agents for example:

- Calls in queue
- Waiting time
- Agent status
- Average queuing time
- Total incoming calls received

This functionality is ideal for those departments that operate as an incoming call centre with groups or teams of operators with their own terminals - such as your accounts department, sales desk or response centre. Call management software is availalble to fully monitor the system.

In addition our system can also be configured to operate within up to six time zones so that callers receive an appropriate response and are then routed to the correct destination depending on the time of day, week or year they call.

For further information, contact us today.