Key Features of Automatic Call Distribution Software

• The software is able to handle specified number of incoming calls and Enquiry Clerks simultaneously.
• The software allows login and log-out of Enquiry Clerks through telephone sets by dialling a pre-defined password. This ensures that the call will only be transferred to Enquiry Clerks who have logged in.
• Enquiry Clerks are able to change their password by pressing pre-defined sets of keys on their telephone sets.
• Any number of Enquiry Clerks can be created with different password. This allows any Enquiry Clerk to use any telephone set to attend the calls.
• If an Enquiry Clerk does not pick the call for a predefined number of rings then the call gets forwarded to the next available Enquiry Clerk.
• The system answers the call after a programmable number of rings and greets the caller with a pre-recorded welcome message.
• The system provides up to five queue messages.
• The gap between two consecutive queue messages is programmable in steps of 1 second.
• There also exists a provision to play a forced message to a caller. In this case the caller listens to the forced message immediately after the welcome message. Any Enquiry Clerk, who is currently logged-in, can record the forced message, using his telephone set.
• The call is transferred to the Enquiry Clerk who is idle for the longest time.
• If all the Enquiry Clerks are logged out then the system plays a pre-recorded sorry message to the caller and hangs up.
• The system has the provision to give out voice signals of on going conversation of operators for recording in digital voice recorder installed in control office Jaipur.