Automatic call distribution system

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Automatic distribution of calls for your business according to your rules.

Automatic call distribution system is a technology for automatic routing of incoming and outgoing calls according to established rules (settings).

< 37 %

increasing customer loyalty

< 48 %

improving the efficiency of employees

100 million +

phone calls monthly

40 +

ready-made integrations with various systems

Automatic call distribution system allows:

redirect incoming phone calls to the specified department (division);
redirect incoming phone calls to a personal manager assigned to the client;
distribute incoming calls between free operators;
distribute calls in the order of the professional level of the operator;
redirect calls according to specified conditions (settings);
redirect calls from any licensed and custom CRM systems;
redirect calls based on API request.

Due to the automatic call distribution system:

new clients call directly to the required department (subdivision) reducing time and effort to explain to the office manager who they need;
current customers call their personal manager directly without the need to specify his data (name and surname, internal phone number);
your new customers connect to a free operator without waiting in line on line during peak periods;
calls are forwarded to an employee who is outside the office (to his mobile or landline phone number);
calls are redirected to an informational message or an interactive voice menu-IVR to receive information outside of business hours.

Our advantages:

accessible and understandable interface;
the possibility of independent and instant activation;
self-configuration without restrictions or with the help of technical support;
the possibility of self-management without additional approvals from technical support.

Setting up a call distribution system allows you to:

Redirect calls to a specific manager. When configuring this parameter, you can specify the period of time during which this manager must answer the call. After the specified time has elapsed, the call will be automatically redirected to another manager or department (division) that you specify. You can also select a custom ring tone when waiting for a response. It is possible to activate the rule of your choice by days of the week and time intervals. For example, every Monday from 9:00 to 18:00 connect with a specific manager, and at other times redirect the call to all employees of the department (unit) where he works.

Redirect calls to a department (subdivision). To use this feature, you need to create departments (subdivisions) in your personal account.

Flexible configuration allows you to distribute calls:

simultaneously to all employees of the department (who will be the first to answer);
random employee of this department;
to all free employees;
by turns of employees;
who answered calls less;
which of the employees is free longer;
by priority.

Also present:

setting the time during which the manager must answer, with further call forwarding to another manager in case of no answer;
the ability to activate your chosen rule by day of the week and time intervals;
individual melody of beeps when waiting for a response.

Forward calls to a mobile or landline phone number. This rule can be configured depending on the day of the week and time. You can also specify the time allotted for the response of a specific manager or department (department) after which the call is redirected to another employee or another department (department).

Redirect calls to various information channels. The system allows you to configure automatic redirection to:

voice information alerts;
answering machine with caller’s voice message recording;
interactive voice menu – IVR with follow-up actions and prompts.

The main functions of the automatic call distribution system are included in the functionality of the UniTalk virtual PBX.
There is no additional charge.

FREQUENTLY ASKED QUESTIONS

How fast does it connect?

Connection and configuration take from 10 seconds to 5 minutes.

Can I receive calls to a mobile or landline number?

Yes, it’s possible. First, you need to specify which numbers to forward calls to and by what rules.

Which Internet is suitable for IP telephony?

A prerequisite for a good quality of IP-telephony communication is the presence of a stable Internet signal, at least 128 Kbps (both ways) per active call. The recommended speed/width of the Internet channel is 156 Kbps.
1. The delay when sending packets should not exceed 100 ms
2. Packet loss should not exceed 2%
3. Deviation from the average delay level (jitter) no more than 20 ms
4. Not Recommended:
– Use of a channel implemented using ADSL technology.
– Simultaneous use of the channel for both telephony and office PCs
– Use of the channel of cellular operators (3G / 4G (LTE) technologies.
– Use of a channel organized by means of satellite communications.
This leads to a deterioration in the quality of communication (stuttering, interruption, poor hearing, echo)

Is it possible to set up several rules for distributing calls to one number?

Yes, it is possible. Setting up a call distribution system is very flexible and will be able to meet all the needs of your business

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Automatic call distribution system.
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