The TrueACD Tour

Whether you want a more professional image, a faster connection for your callers, better employee teamwork, or improved efficiency, TrueACD Queues from VirtualPBX can help. While there are partial solutions delivered by companies who employ simple hunt groups, those solutions have limitations, especially if you plan on receiving more than one call at a time.

A TrueACD Queue and a basic hunt group have several specific, key differentiations-

  • TrueACD Queues automatically adjust for employees who are on a break and do not route calls to them during this time, hunt groups dial indiscriminately
  • TrueACD Queues allow employees the use of multiple phone lines and route calls to available employees only. When an employee is on another line in a hunt group, the system doesn’t recognize they’re on another call and the hunt group line will keep ringing until it is picked up or transferred to voicemail
  • TrueACD Queues can be programed to recognize heavy inbound traffic and automatically enlist other numbers that you have identified as appropriate reinforcements
  • TrueACD Queues can be programed to wait only as long as you determine they should for each number in its sequence

Less Caller Waiting

Intelligent queues mean faster connections. No matter which routing logic you decide to rely on, your callers will always be automatically routed to their most immediate and appropriate representative. When your callers enter into the TrueACD Queue system, it already considers all of their possible options and intuitively sends them to where they can best be serviced. TrueACD Queues can accomplish this because, unlike basic hunt groups, they don’t merely rely on a simple list of numbers and look at each line in a vacuum, but rather they always consider the entire list of extensions for each caller.

TrueACD QueuesTypical Hunt Groups
Less Caller WaitingYN
System recognizes which employees are already on a callYN
Employees have the ability to mark themselves unavailableYN
Smart routing only to available employeesYN
Faster call answersYN
Less idle time for employeesYN

Work Smarter, Not Harder

Keep your team moving strong with features built for them. TrueACD Queues can improve the way your team works by regulating their workflow. Designate call load between the veteran members of your team from those with less experience to keep your stars on the field when you need them. Ensure that the cadence of calls received is never too great to manage, even during periods of high call volume. And set your team up to operate healthily and efficiently under any circumstances. More efficient and equitable distribution of workload results in increased employee and caller satisfaction.

TrueACD QueuesTypical Hunt Groups
Four queue routing optionsYN
Load BalancingYN, Some have randomization
Equal use of all employeesYN
Skills Based RoutingYN
Agent rankingYN
Hierarchy routing: best agents get more callsYN
Overflow queues: allow managers and others to help when busyYN
Allow groups to assist each other when load is heavyYN
Agent Wrap-Up TimeYN

More Customization

Make your phone system fit your business. Each queue can be customized to the exact specification of the department it goes to. You can customize everything from limiting the amount of time callers wait on hold, to the maximum number of callers allowed into the holding queue, even to decentralized voicemail and hold messages that are specific to any particular queue. Plus, you can do all of this in real time and without an engineer or member of your IT staff from the convenience of our intuitive web portal.

TrueACD QueuesTypical Hunt Groups
Easily adjustable limits for caller hold timesYN
Set limits for number of people on holdYN
Lower costs with less holdingYN
Custom recordings, different for each queueYN
Custom music for each queueYN
Custom voicemail for each queueYN
Call preview informationYN
Employees know which queue the call is fromYN
Call screeningYSometimes
Protect calls from being answered by someone elseYN
Easy integration into home environmentsYN
Truly professional image for your companyYN

Better Management

Manage all the details without micromanaging. TrueACD Queues give you access to the most intricate details of your team’s operations yet can be programmed to provide as much autonomy to each employee as you would like. By establishing the parameters and permissions within your call center and then automating or handing-off the tasks that you don’t need to have your hands on, you free yourself to focus on other tasks while empowering your employees at the same time.

TrueACD QueuesTypical Hunt Groups
Presence managementYN
Employees can control their own presenceYN
Managers can control employee presenceYManually add/delete phone numbers
Automatic routing based on employee presenceYN
Reduce caller hold timeYN
Real time queue monitoringYN
Know which employees are taking callsYN
Find out how long callers have been on holdYN
See how long employees have been waiting for a callYN
Employees can see a list of missed callsYN
Reports and charts to help manage your businessYN
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