Automatic Call Distribution (ACD) is a system that efficiently routes incoming calls to a group of agents, placing callers in a queue with hold music or announcements to prevent lost calls. It's especially beneficial in call centers, where it allows multiple agents to assist customers without waiting for specific individuals. Key features include call logging, advanced routing, performance tracking and CRM integration, all designed to enhance customer satisfaction and operational efficiency.
An agent group, also known as automatic call distribution (ACD), is a system that routes incoming calls to a specific group of agents. Before connecting to an agent, callers are placed inside a queue, allowing agents to deal with incoming calls without losing other callers to busy signals or unanswered phones. While waiting, callers hear music and pre-recorded announcements. Agent groups can be monitored using a number of monitoring methods.
Benefits
Agents can be apart of many ACD groups
An agent can use the CID of the ACD when calling customers
SIP Desktop phones buttons can be programmed for agents to log in and out of groups
Managers can track agent performance
Recordings can be reviewed by managers
WebRTC user portal, make and receive inbound calls
Agent groups are often found in offices that handle high-volume customer calls from callers who do not need to speak with a specific person but who require assistance from any of multiple persons, like sales representatives and airline reservation attendants. Agent groups have a wide range of features that improve agent response time and also outputs agent reports.
Vodia’s 2024 recap highlights several key milestones, including the certification of our PBX for Microsoft Teams, which will shape the direction of our platform moving forward. We’re addressing areas where Teams falls short, particularly through SIP interoperability. In addition, our efforts to integrate Realtime AI via APIs have shown great progress, with exciting advancements planned for 2025. We’ve also made significant improvements to our PBX interface, transitioning to the more modern Tailwind framework, and launched a native Android app. iOS improvements are also in the pipeline. With AI set to transform telephony, Vodia is positioned to lead the way, bringing AI-driven capabilities to enhance productivity in 2025.
Join us for an informative webinar where Vodia and Fanvil will demonstrate how to integrate Fanvil’s 2-wire solutions with Microsoft Teams using Vodia’s Microsoft-certified SBC. Discover how businesses in industries like hotels, schools, and enterprises can modernize their communication systems while leveraging existing infrastructure for cost-effective and seamless deployments. This session will provide practical strategies, real-world applications, and best practices to streamline Teams connectivity and enhance efficiency. Don’t miss this opportunity to see how Fanvil and Vodia are transforming business communications.
In our recent webinar, "Integrate OpenAI’s Realtime API with Vodia PBX," we explored how integrating AI with your communication systems can revolutionize the way your business operates. From automating repetitive tasks to improving workflow efficiency, the webinar covered how the collaboration between Vodia PBX and OpenAI’s Realtime API can streamline operations, enhance collaboration - especially for Microsoft Teams users - and provide intelligent automation to stay ahead in a competitive landscape. If you missed the live session or want to revisit the insights, the recording is now available for you to access.
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