Equate - Automatic Call Distribution

Overview Equate Features Equate Overview The Equate is a software module in the Storacall Ultravox system. The Equate can run as a stand alone call distribution system or integrated with other UltraVox modules to provide a complete Call Processing Solution. The UltraVox will connect to virtually any telephone system. Automatic Call Distribution An ACD system controls the distribution of calls amongst operators, or ACD agents, according to a set of rules. The objectives may be to even out the spread of calls, to manage agent effectiveness or to route and prioritise calls according to the caller's enquiry or origin.

A New Approach

Traditionally, ACD systems are expensive add-on telephone systems or inflexible software upgrades to existing PABX's. The Equate ACD connects to your existing system and immediately allows any extension to become a member of an ACD group. There is no 'cost per agent' - agents may even be on another site. The Equate will also integrate with Centrex services such as BT's FeatureNet.

Call Control

Agents can be members of one or more ACD groups, skilled in dealing with particular enquiry types. Callers can be directed to a group according to the number which they have dialled, a choice made from a menu or other information such as their account code. Callers not answered immediately may be queued in the QueueCall system and kept informed at all times of their progress.

Overflow groups can automatically receive calls which have exceeded pre-set queue times. The Equate gives you complete control over the way in which telephone calls are handled, ensuring satisfied callers and the most efficient use of staff resources.

Supervisor Control

Optional networked consoles allow supervisors to view the activity of each agent and the status of queues. The supervisor can bring more agents into the group to cope with peaks in traffic and to identify agents who are not performing.

Agent Control Agents may login to groups using a key on their handset or from a small Windows application on a networked PC. There are multiple 'Do not disturb' status options for assigning time to non call handling activity. Each agent may have individual wrap up timers for completing a call transaction. Management Real time wallboard displays and flexible call management reporting packages mean that the Equate provides all the detail required to optimise the balance between staffing levels and call handling.

Equate Standard Features: The Equate ACD includes all the features of the QueueCall (Data Sheet 1000) as standard, in addition:
	2200	1-64 ACD groups - Unlimited agents per group
	2200	Overflow groups
	2200	Overflow on time or queue size
	2201	Longest idle distribution
	2201	Cyclic distribution
	2201	Priority distribution
	2201	Uniform distribution
	2202	Variable wrap-up per agent
	2202	Agent wrap-up cancel
	2202	Multiple 'Do not disturb' status
	2203	Dynamic queuing with agent availability

Equate Optional Modules:
	2100	Supervisor consoles or software
	2102	Agent call monitoring (recording)
	2101	Standard Equate reporting package
	1102	Range of TriStar wallboards
	2103	Skill based call routing to agent groups Supervisor Consoles

For further information, please contact Sales:
Tel: 01932 710710  |  Fax: 01932 710711  |  Email:
or use the Enquiry Form