Automated Call Distribution System
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Introduction
Automatic Call Distribution (ACD) is an ideal voice feature on the Stanford telephone switch for any University or Hospital department that handles large volumes of incoming calls for numerous call center requirements, such as
- help desk
- appointment scheduling
- services
- message taking.
Your answering staff—also known as ACD agents—can use the functions of ACD with the Nortel Meridian multiline telephone set. For most applications, you don't need special sets or equipment.
Benefits
The Stanford ACD service offering can provide programmable features that benefit call processing, agents, and management.
- ACD distributes incoming calls in the order of arrival to the first available agent. The system answers each call immediately and, if necessary, holds it in a queue until it can be directed to the next available call center agent. Balancing the workload among agents ensures that each caller receives prompt and professional service.
- The Stanford ACD system does far more than simply process calls in sequence. You can design it to provide different kinds of treatment to different callers. For example, departments can use ACD to give priority handling to patients (or clients) calling long distance; or to distinguish help desk callers placing orders from those seeking technical support.
- Management information reports can be produced on a scheduled or ad hoc basis.
Note: Music on Hold/Music on Transfer provides capability for set to access an audio music source when calls are placed on hold. See the music choices available for these specialized phone features.
Rates
INSTALLATION | |
| ACD One time installation charges with basic reports | $1,000.00 |
| ACD One time installation charge without reports | $500.00 |
| ACD custom announcements while on queue | $70.00 |
| if option is generic announcements | no fee |
| ACD add or delete an agent from ACD group | $50.00 |
| Adding ACD reports at a later time | $500.00 |
| ACD group system change | $85.00 |
| ACD supplemental directory number ... ... at the same time as activation of ACD group ... at any time after activation of ACD group |
no fee $100.00 |
| Installation of Call Center Management Information System (CCMIS) w/ system access | $1,800.00 |
| CCMIS software reinstallation and relocation | T&M |
| CCMIS agent name or output destination change | $25.00 |
MONTHLY RATES | |
| Call Center Management Information System (CCMIS) Access | $100.00 |
| ACD group | $40.00 |
| ACD supplemental directory number | $30.00 |
| ACD Agent/ each | $10.00 |
| Music on Hold | $10.00 |
| ACD customized announcements/each | $35.00 |
| ACD Basic report Six reports are prepared and delivered once per month: Call Duration, Group by Agent, Group by Type of Call, Delay Before Abandoning, Delay Before Answering, Summarize ACD Group Performance |
$35.00 |
| ACD Reports Enhanced Approx 70 pages of reports that are prepared and delivered once per month. Includes all the Basic reports plus weekly totals, listed by day, busy hours, etc. |
$75.00 |
| ACD Reports monthly (per report) | $10.00 |
| ACD Reports weekly (per report) | $40.00 |
| ACD Reports daily (one to six reports) | $200.00 |
| ACD Enhanced | $1,100.00 |
ONE TIME CHARGES Design and implementation of call vector/call flow e.g., call flow menus, (custom or generic) holiday, emergency, meeting, and delay announcements; agent telephone set design; agent login ID; and skillset configuration |
|
| Install Enhanced Small Complexity Level 1: 1–2 menus, 2–4 skillsets, 1–10 Virtual Directory Numbers (VDNs) |
$3,800.00 |
| Install Enhanced Medium Complexity Level 2: 3–6 menus, 5–8 skillsets, 11–30 Virtual Directory Numbers (VDNs) |
$6,000.00 |
| Install Enhanced Large Complexity Level 3: 7+ menus, 9+ skillsets, 31+ Virtual Directory Numbers (VDNs) |
$8,000.00 |
How Do I Order?
To get started, have your Department Contact fill out a service request online at the OrderIT site. Select the tab Account Services:Consulting Referral. An IT Services Consultant will contact you to assist in the design of an Automated Call Distribution system.
Timeline:
Two to three months to design, client coordination of implementation/training of staff, coordination with other units in IT Services to schedule installation, schedule upgrade of telephone sets to accommodate ACD features, documentation both on IT Services system server and user training documentation.
More Information
For more information on the how to use the ACD system, see the Basics of ACD.
