Telrad IP Telephone System

Affordable and Inevitable

Traditionally, ACD systems have been prohibitively expensive for all but the largest organisations. They were inflexible computer-based options separate from the telephone system. Now this has changed, and Telrad Connegy can offer ACD functionality as an integrated part of the telephone system - making it affordable and a necessity for any business that has large volumes of incoming calls.

Telrad Connegy even goes one step further than most manufacturers by providing an entry level ACD package as standard with the AdvanceIP 128, AdvanceIP 400 and AdvanceIP 1000 systems. The entry level ACD package allows for one supervisor and up to five agents for the AdvanceIP 128 and AdvanceIP 400 systems, and up to fifteen agents for the AdvanceIP 1000. For businesses that require a larger ACD system, the AdvanceIP system can easily be upgraded to provide a maximum of eight supervisors and one hundred and sixty agents for the AdvanceIP 128, and a maximum of sixteen supervisors with three hundred agents for the AdvanceIP 1000.

Telrad Connegy ACD full specifications

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Fully Integrated for Economy and Flexibility

Sophisticated and flexible, Telrad Connegy's ACD system is designed as a fully integrated solution that utilises system keyphones and the Telrad emaGEN Application Server for powerful functionality at a price to suit and organisation.ACD agents can use any Telrad Avanti keyphone, rather than expensive, specialised turrets. Any keyphone extension user can log in as an agent, so the Call Centre Manager has the option to overflow calls to other staff throughout the building during busy periods. Such overflowed calls are handled quickly and efficiently to maintain a high level of service to your customers.

Call Routing

Calls enter the ACD system in a number of ways, including; ISDN DDI number, analogue trunk, operator transfer, Calling Line Identity routing (CLI on ISDN), or Caller Input Digital Routing. Once through, callers can hear music or ringing tone and/or comfort announcements whilst the system places the call according to the parameters defined by the Call Centre Manager. Each route is known as an ACD Route Plan, which incorporates Call Priority, Main Queue, Overflow Queues and Interflow Destination.

Call Priority

Each ACD Route Plan can be assigned a priority level. When a call enters an ACD group it is placed in the queue according to its priority. This also applies to overflowed calls. For example, a call for motorcycle sales may be overflowed into the bicycle sales group. If motorcycle sales are deemed more important, the overflow call will be placed ahead of any waiting bicycle sales calls.

Overflows

If an ACD group is busy, calls to that group can return ringing tone to the caller whilst waiting for an agent to become free. If the call is unanswered after a pre-determined overflow timer is reached, the call rings in another group as well as the first choice group. This overflow can take place into a further two groups if required, so the first available agent in any of the four groups will receive the call. Overflows are defined in each ACD Route Plan.

Predictive Overflow

If a call rings into an ACD group where all the agents are busy, the Telrad Connegy ACD system can overflow that call immediately (without waiting for the overflow time to elapse) subject to a predictive overflow algorithm. This calculation is based upon the performance of the last fifteen calls into the ACD group, enabling the system to estimate how long it will take for the call to be answered. If the estimated time exceeds the overflow time, the call overflows immediately so that the caller can be answered more quickly. The Predictive Overflow operation can be enabled or disabled in system programming.

Interflow

An interflow timer can be set for each ACD Route Plan. If a call is unanswered after this time has elapsed, the call is removed from ACD and placed elsewhere on the system (or off-site over an outside line or private network) where it is guaranteed to be answered - such as an operator position, remote site or voicemail. This ensures that a call is answered even if the Call Centre is working beyond the capacity of the agents logged in. If calls regularly interflow out of the ACD system, the Call Centre Manager should address the issue, in order to achieve maximum efficiency.