Intelligent ACD (Automatic Call Distribution)

The ACD program basically processes the incoming calls by the principle the first called the first answered. In its turn, Intelligent ACD works slightly different and allows directing calls depending on the caller’s identification, dialed number, the time of a day and other users’ parameters, available in IVR (Interactive Voice Response). Some of programs are able to recognize the caller by the voice.

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Multiple Queue Priority Routing

This service gives an opportunity to configure priorities for several queues and different traffic classes at once, by indicating different levels of the priority for every traffic class in one type of service. It is also possible to customize several service types in the router.

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