SupportTeam Report post Posted 01/28/2004 02:47 AM We have been receiving receving enquiries on how to set up ACD systems with VG. Below is a bit of a summary of how to set up Automated Call Distribution systems: Share this post Link to post
SupportTeam Report post Posted 01/28/2004 02:57 AM It's quite easy to set up the call queues necessary to implement ACD functionality with just about any PBX out there which has some sort of CTI link. Basically any PBX which can somehow inform VG when an extension becomes free can be used with VG to set up an ACD system. When a new call arrives the VG script answering the call would be required to add information about the call to a database which lists all calls currently on hold, and then just start playing music to the caller - optionally telling caller their position in the queue or asking them to enter phone number for callback or leave a message etc etc... A simple program (can be a VB Script) - lets call this program Call Router - would just have to decide which of the current call which VG has 'on hold' (ie: plays music to the caller) to transfer to the newly free extension. So the Call Router program just has to be able to listen to information form PBX which tells it when one of the agents becomes available and then it would find the next entry in the 'CallsOnHold' database and find out on which VG line this call is right now and then issue a command (Script_Goto command) to that line and have the VG script running on that line transfer the call... Share this post Link to post
Guest Christine Report post Posted 03/30/2004 08:09 AM So the Call Router program just has to be able to listen to information form PBX which tells it when one of the agents becomes available How Can I know that? How the PBX "tell" when one of the agents become available? Thanks Share this post Link to post
SupportTeam Report post Posted 03/30/2004 11:10 PM PBX knows when the extension is placed back 'on-hook'. Most PBX's also have a "CTI interface" through which VoiceGuide can receive this information as well. VoiceGuide can then send any calls which it has waiting to the agent which is now free. The above scenario is a fairly basic one. In more advanced call centers an agent would also be able to indicate if they want to receive calls now or not using a small app running on their PC which would send information back to VoiceGuide. Share this post Link to post
