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Call Center TrueACD Queuing

PBX Features: Virtual Call Centers and TrueACD Queuing
virtual offices and virtual call centers
Because we can send calls to any phone in any locations, the VirtualPBX® system allows you to set up call centers with distributed workers. Hardware-based PBX systems usually require all employees to be in a central business office. With VirtualPBX®, call center agents can work from a main office or branch offices. They can set up home offices and still be a part of the call center. They can even log in while they are traveling and receive calls as though they were still in the office.
When your employees can work from anywhere, you have the freedom to set up your company any way that makes sense. Keep your agents together in an office most of the time, while facilitating travel or telecommuting, or set up a virtual office, with employees scattered across town or around the globe. Make your phone system adjust to your business needs, instead of the other way around.
Trueacd queuing
ACD (Automatic Call Distribution) queues are used when callers may know what they want but not who they want.
Typically, these callers will want to be connected with a department, such as sales or support. Without ACD queuing,
callers must know the extension number of the person with whom they want to speak. With ACD, employees (agents) log
into a queue group so they can answer calls for a specific department. Incoming calls are routed into the appropriate queue,
and the calls are distributed to the agents logged into that queue. ACD queuing is a critical business function, especially
for call centers, and needs to be as robust and feature-rich as possible to allow the maximum flexibility for your company.
Many suppliers simply route calls to a list of names (a hunt group) and call it ACD queuing—leaving customers with incomplete
and frustrating systems. VirtualPBX® offers the most sophisticated ACD capability of any hosted system, through
our TrueACD™ technology, which offers a whole list of advanced features, such as:

Click on any of these PBX features to get more details. Or you can take the ACD Queue Tour. Only TrueACD offers all of these features in a virtual solution.
even load distribution
TrueACD queuing includes the ability to guarantee an even distribution of calls across all employees logged into an ACD queue. We keep track of how long it has been since the agent last received a call, and route the next call to the person who has been off the phone the longest time. Competitive offerings usually try to pass off hunt groups as giving even distribution of calls. Typically, however, this type of solution simply creates a list of extensions and the calls are sent to the same extensions, in the same order, every time. The first person on the list gets every call, and if that agent doesn’t answer the call is routed to the next. The employee at the end of the hunt group may never receive a call at all. A few vendors have started randomizing the hunt group list, which pays no attention to how long it’s been since an agent received a call and therefore doesn’t really balance the load. If you want real ACD queuing, get TrueACD from VirtualPBX®.
self-managed agent presence
Managing ACD queues can be complex and time consuming for administrators. With most systems, administrators must keep track of who is working, when employees go on breaks, when someone comes in late, etc. TrueACD queuing allows employees to log themselves in and out of queues, and the system dynamically and automatically adjusts call routing appropriately. Administrators never have to be involved in the process. Management can monitor queue and employee activity, in real time, but they don’t have to re-configure the system with every employee change.
Skills-based routing
Of all the hosted PBX systems, only VirtualPBX® offers skills-based call routing. This feature allows administrators to rank employees in ACD queues by how skilled they are, or by the priority the employees should have in answering calls. There are several important ways this can be used to improve business operations, here are two:
You can set the rank of the most skilled agents to the highest level, and decrease the ranking for those with lesser skills. When a call arrives, the VirtualPBX® system knows which agents are already assisting customers, and the incoming call is routed automatically to the highest-ranked available agent. This ensures that the most skilled agents take the most calls. New employees in training can be ranked at the lower levels, allowing them to help when the need is great but giving them more time to learn from peers.
Another usage for skills-based routing is to allow all calls to be answered first by employees that should take them, but add other human assets when all of the regular agents are busy. A CEO, for example, could arrange that sales people are the first to take sales calls, but if all those agents are busy, support people would answer incoming sales calls, and if everyone in both groups is busy, the CEO will take them personally.
Never miss an important incoming call, even if the CEO has to get involved. Make sure your most skilled people answer each incoming call, for whatever type of call. Get TrueACD queuing from VirtualPBX®.
queue optimization
Patent-pending queue algorithms get calls answered faster.
overflow queues
TrueACD from VirtualPBX® allows you to set up overflow queues that will be invoked when the incoming call load really gets heavy. With this feature, you can designate an extra set of employees to help with answering calls if the normal ACD queue gets too busy. The determination of when to bring in the help can be based on two situations—when callers have been on hold waiting for an agent for too long, or if too many callers are waiting in the queue. Both of these settings are customizable, letting you reduce frustration for your callers, improving your business image, and making you more profitable.
protected queues
A VirtualPBX® system allows callers with the proper password to be allowed to enter the ACD queue. For example, your company can maintain “standard” and “high-priority” ACDQ queues for your sales team. Every caller would have access to the standard priority ACDQ queue. Your most exclusive clients could be given a pre-determined password that would connect them to an ACD queue supported by your best sales agents.
call waiting signal
Sometimes employees in queues think they can chat because the phone lines aren’t busy. TrueACD signals all queue members whenever there are callers waiting, so the agents know that they should wrap up their current calls in a businesslike fashion so they can help the next caller. There’s never a case where an employee doesn’t know people are waiting.
custom on-hold information
ACD queues are used by many businesses as a way to keep up with a large number of incoming calls using a limited number of employees. The highest business efficiency comes when there are always calls waiting to be answered—as long as they aren’t waiting too long. VirtualPBX gives you the option to play music from a broad selection of styles while callers wait, or to play a custom informational or promotional message. The music and message can be different from queue to queue and you get wide flexibility in when to use the recordings.
realtime monitoring
Effective management of a call center often means knowing what is happening all the time. How many callers are waiting? How long is the wait time? How many employees are actively answering calls for each queue? These questions and more can be answered in real-time through our sophisticated queue monitoring tools. Part of our browser-based management suite, these tools allow managers to see exactly what is happening from any computer with internet access. Whether employees are located in the same facility as the manager or telecommute from home offices, management can monitor activity levels and ensure that calls are being taken in an efficient manner.
By monitoring call activity, managers can move assets from one ACD queue to another as needed, or know when they need to get extra help. Real-time queue monitoring will improve your business response and efficiency. Most virtual phone solutions don’t offer it. Get it all from VirtualPBX.
queue logs
In addition to knowing what is going on at any given moment, which VirtualPBX provides with real-time monitoring, it is often useful to know what has happened in the past. We provide our customers with queue logs, so they can see when agents logged in and out of queues, how many callers were waiting at any time, and other important management data. This queue history will help your organization improve customer service and staff your organization appropriate to need.
advanced queue admin privileges
When managing a busy virtual call center, it’s often beneficial to assign administrative roles to certain people who take calls on the system. With VirtualPBX, each extension owner can be assigned different types of adminstrative privileges without the need to hand over complete access to the system. Employees can be assigned any of the following roles:

  • Queue Monitoring. Users assigned this role can monitor, in real time on the web, which agents are logged into the queue, when they logged in, if they are on a call, how long it has been since they have received a call, and which have logged out or marked their extension as unavailable. If callers are on hold, the queue monitor will indicate how long they have been on hold and what number they are calling from. Real time monitoring helps queue administrators stay on top of agent activity and increase the efficiency and responsiveness of their teams. This is especially important in a distributed work environment.
  • Queue Management. Grants the ability to log other agents in and out of the queue and to re-assign skill ranking for skills-based queues. Skills-based ranking allows calls to be routed to agents with the highest ranking first, rather than just sending the calls to a list of phone numbers randomly.
  • Queue Configuration. Agents with this admin role can control basic queue operation, such as what music to play when callers are on hold, caller hold time limits, queue wrap-up time, and how long to try an extension before routing to a different agent.
agent wrap-up time
In a busy call center, agents often find their phones ringing as soon as they hang up from the previous call. With VirtualPBX’s Queue Wrap-up Time, queue administrators can give agents time to finish details from the last call before the phone rings again. The amount of time can be customized for each queue.