ACD: Automatic Call Distribution
Recorded Announcements
Each ACD route plan includes a Recorded Announcement (RAN) scheme. Multiple RANs are available, using either Telrad emaGEN, or external announcer units (digital or analogue). The call centre manager defines which announcements are played when and how often, and in what order to the different ACD route plans. Careful planning ensures that callers hear different announcements and are deterred from abandoning the call whilst waiting for an agent to become available. Callers retain their place in the queue even during announcements, and are answered immediately an agent becomes available. Up to fifty user-definable recorded announcements can be used.
