Comparison of a PBX ACD and 1Call’s Intelligent Series ACD
(Part 3 of 3)
In the third and final installment of this series, we wrap up describing the high-level differences between using 1Call’s Intelligent Series (IS) Automatic Call Distribution (ACD) versus a Private Branch Exchange (PBX) ACD with 1Call’s Soft Agent for intelligent console call centers.
The IS ACD includes an integrated call logging solution that enables automated recording of each call the operators take, including recording of the audio, and the screen interaction recorded as a full motion video. The call log interface is an integrated part of the agent screen, enabling the agent to immediately lookup a previous call to playback the recording if there is a question about what data was gathered during the call, such as forgetting a phone number; and it is an integrated part of the IS Supervisor administrative application and part of the miTeamWeb mobile friendly web interface.
Call Logging with a PBX ACD is typically provided by a third-party solution provider.
Event driven reporting to allow for detailed call flow reporting and custom reporting - every action that is taken for each call is recorded as an event in the reporting database. This includes ACD and operator reporting as well as paging, dialing, messaging, and on-call reporting. All reporting is integrated in a single package.
PBX reporting is used to track ACD type statistics and activities. With a PBX ACD, the PBX call activity reporting will be separate from the IS application reporting.
IS includes all paging functions in the IS server. This allows paging to be tightly integrated with operator functions as well as the built-in voice processing. IS enables users to page physicians or other staff by dialing a number and entering their call back number. This eliminates the need for an operator to be involved in every paging transaction. IS also enables users to dial a number for a specialty or department and IS will locate the person or group or people on call for that department and automatically page them. All paging activity, whether it is operator or voice activated is tracked in IS Reporting.
Voice activated paging and other voice related services is handled via an IVR system which can be supplied by Amtelco or by the PBX vendor.
IS enables easy connection of remote operators using the TCP/IP LAN for data and SIP telephony or dial-up telephony connected to the IS server for operator audio. There is no need to extend PBX extensions to the remote location.
When using a PBX ACD, remote operator connectivity relies on the PBX to extend audio to a remote location.
Callers can be Parked to an extension within the IS ACD server. Call parking is seamlessly integrated with the operator workflow scripts.
If using a PBX ACD, the parking of callers requires the use of the PBX call parking capabilities, which may not include voice processing functions if the PBX does not support it.
After Call Work
The IS ACD can monitor an operator’s current calls and recognize a disconnected call on their screen. This allows an agent to complete their work before moving onto another call.
A PBX ACD will not recognize any call on an operator’s screen excluding a live call. When a live call is disconnected a new call will be sent to the operator. An after call work (ACW) timer can be used but will be a static amount of time between calls.
Setup – PBX Integration
Setting up trunks to an IS ACD is simple. A set number of SIP paths connect from each PBX. Specified calls are directed to these SIP endpoints. Upgrading the PBX does not change the integration as SIP is not version dependent. SIP can be used with almost any switch type/version.
With a PBX ACD, each PBX switch will need to be setup separate according to the guide provided by the manufacturer. Compatibility can be problematic.