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ACD (Automatic Call Distributer)

LCall's call center acd applications provides functions as below:

DTMF based routing

Skill based routing: LCall transfers the call to the specific agent who can best serve the customer other than transferring to that cannot be answered immediately. Unlimited number of agent skill groups supported.

Area code based routing: the distribution policy is based on caller’s phone’s area code or specific phone number’s features. Prioritized call routing: the VIP caller will be transferred to agents immediately.

Queuing: first come / first serve

Average routing: distribute the calls to idle agents averagely

Voice message: caller can leave a voice message if no idle agent can service him.

Inbound and outbound blacklist supported.

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