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 PBX now supports AWS Graviton processors, bringing more efficient and affordable cloud communications to businesses of all sizes. By running natively on ARM-based Graviton instances across all major Linux distributions, Vodia enables up to 40% better price performance compared to traditional x86 systems. This means lower AWS infrastructure costs, reduced energy consumption, and no compromise on reliability or features. It’s a timely upgrade for businesses looking to modernize their phone systems while optimizing spending.
This webinar demonstrates how integrating Fanvil’s IP Hotel Devices with the Vodia PBX delivers smart, guest-focused communication solutions that enhance operational efficiency and personalize guest experiences. It covers practical strategies for easy deployment and highlights Vodia’s AI-powered features that automate hotel workflows and streamline communication. With real-world applications and best practices, this session showcases how Vodia and Fanvil are advancing hospitality technology.
Vodia has launched a new prepaid PBX offering on AWS Marketplace, enabling businesses of all sizes to quickly and easily deploy a secure, feature-rich phone system in the cloud. Building on the success of our prepaid solutions for Microsoft Azure and DigitalOcean, this new AWS package offers a cost-effective, scalable, and reliable way to integrate enterprise-grade telephony into your existing infrastructure. Whether you're connecting SIP devices with Microsoft Teams via our certified SBC or establishing a standalone PBX, the deployment process is streamlined, flexible, and built for growth.
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