An automatic call distribution system is generally part of a broader PBX (private branch exchange) system and performs the routing of incoming phone calls. Automatic call distributors generally consist of hardware such as a server, router, phones, and also software that provides the call flow functionality. Call routing can be based on such factors as:
- Caller Identification/ANI recognition
- Dialed Number (DNIS) - typically these are based on toll free numbers (800, 888, 866, etc.) and can also be based on international toll free (ITFS), universal free phone (UIFN), and local DDI/DID numbers.
- Time of day
- Parameters established in conjunction with an Interactive Voice Response (IVR) program and based on knowledge groups, e.g., press "one" for customer service, press "two" for sales, press "three" to reach a live operator, etc.
Not all automatic call distribution systems are alike. DOW Networks’ Automatic Call Distribution system which is based on cutting-edge Asterisk Voice over IP technology can also provide many enhanced features and functionality such as:
- Multimedia support such as email, chat, phone, etc.
- Call queuing and routing based on knowledge groups
- Announcement of hold times by queue
- Remote monitoring of agent calls
- Graphical user interface (GUI)
- Customizable agent screen pops
- Web call-backs
- Real-time statistics
- Historical reports
