If anyone knows a phone system that has an ACD option that is designed specifically to BALANCE the calls EQUALLY to all people in a particular group that is what I am looking for - The rest of this post is background info, not needed to answer really but provides some context.
I am starting to look for a new phone system.
Currently we have an NEC SV-8100 that I have found so much help here for, a primary complaint that the owner has is he says the ACD does not distribute the calls EVENLY. *** Yes the people are on the same priority ***. This is not a configuration issue. They also make outgoing calls to check stock, return customer calls, get NON ACD calls via direct line or direct dialed extension. Then we have salespeople that have ridiculous amounts of total break time, some spread over 10-15 breaks of 9 to 12 minutes.
Previously we had a BCM50 with Call Pilot and the owner says it had a least busy mode that would automatically balance the calls among all salespeople. The way I understand is least busy rings to the person that has been idle the longest. He insists that the calls were more evenly distributed but there are other factors that have changed. A few more salespeople, another ACD group (a second company we bought with a different phone greeting)
As a programmer this seems like quite a simple task. Simply present the call to the first person available with the lowest # of ACD calls for the day.
This is somewhat flawed because if a person is gone half the day then they would get every single call in the afternoon if they were not on the phone.
I am starting to look for a new phone system.
Currently we have an NEC SV-8100 that I have found so much help here for, a primary complaint that the owner has is he says the ACD does not distribute the calls EVENLY. *** Yes the people are on the same priority ***. This is not a configuration issue. They also make outgoing calls to check stock, return customer calls, get NON ACD calls via direct line or direct dialed extension. Then we have salespeople that have ridiculous amounts of total break time, some spread over 10-15 breaks of 9 to 12 minutes.
Previously we had a BCM50 with Call Pilot and the owner says it had a least busy mode that would automatically balance the calls among all salespeople. The way I understand is least busy rings to the person that has been idle the longest. He insists that the calls were more evenly distributed but there are other factors that have changed. A few more salespeople, another ACD group (a second company we bought with a different phone greeting)
As a programmer this seems like quite a simple task. Simply present the call to the first person available with the lowest # of ACD calls for the day.
This is somewhat flawed because if a person is gone half the day then they would get every single call in the afternoon if they were not on the phone.
