Virtual PBX

The TrueACD tour covers a lot of ground, but only starts to tell the whole story of what sophisticated ACD queuing can do for your company. Whether you want a more professional image, less waiting for your callers, better employee teamwork, or improved efficiency, TrueACD technology can help. And it’s only available with VirtualPBX^® Service.

Don’t be fooled by competitors who claim to have ACD queues, when what they really offer is simple hunt groups. Here are some of the differences:

	True ACD Queues	Typical Hunt Groups
Less Caller Waiting	Y	N
Know which employees are already on a call	Y	N
Allows employees to mark themselves unavailable	Y	N
Smart routing only to available employees	Y	N
Faster call answers	Y	N
Less idle time for employees	Y	N
Greater Teamwork	Y	N
Four queue routing options	Y	N
Load Balancing	Y	No, some have randomization
Even distribution of calls	Y	N
Equal use of all employees	Y	N
Skills based routing	Y	N
Agent ranking	Y	N
Best agents get more calls	Y	N
Hierarchy routing	Y	N
Allow managers and others to help when busy	Y	N
Overflow queues	Y	N
Allow groups to assist each other when load is heavy	Y	N
More Customization	Y	N
Easily adjustable limits for caller hold times	Y	N
Set limits for number of people on hold	Y	N
Lower costs with less holding	Y	N
Custom recordings, different for each queue	Y	N
Custom music for each queue	Y	N
Custom voicemail for every queue	Y	N
Call preview information	Y	N
Employees know which queue call is from	Y	N
Call screening	Y	Sometimes
Protect calls from being answered by someone else	Y	N
Easy integration into home environments	Y	N
Truly professional image for your company	Y	N
Better Management	Y	N
Presence management	Y	N
Employees can control their own presence	Y	N
Managers can control employee presence	Y	Manually add/delete phone numbers
Automatic routing based on employee presence	Y	N
Reduce caller hold time	Y	N
Real time queue monitoring	Y	N
Know which employees are taking calls	Y	N
Find out how long callers have been on hold	Y	N
See how long employees have been waiting for a call	Y	N
Employees can see a list of missed calls	Y	N
Reports and charts to help manage your business	Y	N

True ACD Queues

Typical Hunt Groups

Less Caller Waiting

Know which employees are already on a call

Allows employees to mark themselves unavailable

Smart routing only to available employees

Faster call answers

Less idle time for employees

Greater Teamwork

Four queue routing options

Load Balancing

No, some have randomization

Even distribution of calls

Equal use of all employees

Skills based routing

Agent ranking

Best agents get more calls

Hierarchy routing

Allow managers and others to help when busy

Overflow queues

Allow groups to assist each other when load is heavy

More Customization

Easily adjustable limits for caller hold times

Set limits for number of people on hold

Lower costs with less holding

Custom recordings, different for each queue

Custom music for each queue

Custom voicemail for every queue

Call preview information

Employees know which queue call is from

Call screening

Sometimes

Protect calls from being answered by someone else

Easy integration into home environments

Truly professional image for your company

Better Management

Presence management

Employees can control their own presence

Managers can control employee presence

Manually add/delete phone numbers

Automatic routing based on employee presence

Reduce caller hold time

Real time queue monitoring

Know which employees are taking calls

Find out how long callers have been on hold

See how long employees have been waiting for a call

Employees can see a list of missed calls

Reports and charts to help manage your business

So how can you tell if you’re getting an intelligent ACD queue or a “dumb” hunt group? Ask the service provider some of these questions:

Can your “queue” technology automatically adjust for employees who are on a break and not route calls to them?
If one of my employees is already on a call, will the queue still make the caller wait while it tries that employee’s phone number?
Can I set up hierarchical routing that will automatically bring in extra resources when call traffic is heavy?
Can I set limits for how long callers have to wait in a queue?

If the company you’re talking to says “no” or, worse yet, doesn’t even understand the question, hang up and call Virtual PBX. Give your business a professional voice.