Inbound Automatic Call Distribution (ACD)
SunDial inbound overview:
- Automatically receive inbound calls from multiple sources for multiple companies or projects
- User-definable inbound parameters (by DNIS) and user-definable inbound call flows
- Route calls to the first available agent or by agent extension
Powerful priority / skill-set setup:
Flexible agent grouping and routing:
Other inbound features:
- DNIS priority - Set in inbound parameters table. Sorts the inbound queue by priority then time in queue.
- Agent priority - login table - Allows certain agents to get calls before other agents
- Agent DNIS priority - Allows certain agents to take calls for certain DNIS' before other agents
Flexible agent grouping and routing:
- Specify inbound segment by agent login
- Supports agent exclusions using agent campaign groups
- Allows restriction of inbound calls by station number
- Supports a shared inbound queue or individual segment queue
Other inbound features:
- DNIS translations table allows multiple DNIS records (like toll-free) numbers pointing at a shared inbound call flow
- Requeue feature allows a call which comes to the incorrect agent to be updated and requeued for the next or appropriate agent
- Can receive UUI data from ISDN-PRI (5ESS)
- Support music-on-hold (MOH)
- Supports general and agent extension specific voice mail boxes
- Shared or segment specific inbound queues
Inbound parameters screenshot:
Inbound call flow setup screenshot:
