TDA Call Centre Solution
The KX-TDA Hybrid IP PBX comes w ith built-in sophisticated Call Centre
solution that is flexible enough f or most customer needs - allow ing
businesses to ef ficiently route customer calls to appropriat e depart ments,
a
gents, agent groups, or queues.
Companies loo king f or cost eff ective Call Centre solutions can leverage built-in functionalities such as Uniform
Call Distribution ( UCD), Queuing Time table, and Supervisor functions. Agents can also w ork more ef ficiently
using built-in f eatures such as Log-in/Log-out, Wrap-up, and Hot desking - thereby increasing agent
productivity as w ell as overall business productivity.
For advanced Call Cen tre functionality - optional DISA (K
X-TDA0191/ TDA5191) message card and/or
TVA50/TVA200 Voice Processing System can be used to f urther enhance the system features. Additionally -
by using TAPI, or CSTA via high-speed communication interf aces such as built-in USB or optional LAN (CTI
Link card - TDA0410) - third party CTI sof tw are solutions designed specifically for Call Centre businesses can
be employed especially w here integration w ith Customer Relationship Management (CRM) databases is
re
quired providing customer details via screen pops to agents w hen they receive customer calls.
Built-in Call Centre Functions
T he T DA PBX supports Incoming Call Distribution (ICD) Groups - the basic building blocks to implement Call Centre
functionality. Incoming calls received by an ICD group can be distributed to Call Centre agents using supported Call
distribution methods. When a pre-programmed number of agents in the group are busy, additional incoming calls can be
put in a queue. Agents can also be assigned to multiple ICD groups - allowing for a smaller number of agents to handle
calls in multiple ICD groups in order to operate a flexible call centre. In addition - supervisors can monitor multiple ICD
groups, monitoring agent performances via system telephone.
Call Distribution Methods
T he system provides three standard call distribution methods.
It is also possible to prioritise incoming call distribution groups themselves. If an agent extension belongs to multiple
groups and the extension becomes idle, any queued calls in the group are distributed to the idle agent in priority order.
Uniform Call Distribution
Calls are distributed to a different agent's extension
uniformly each time a new incoming call is received.
Extensions are hunted in a circular way in the pre-
programmed order for the group, starting after the
telephone extension that received the last call.
Priority Hunting
Upon receiving an incoming call, an idle extension
is searched for - using the pre-programmed order
for the group
.
Ring
Upon receiving an incoming call, all extension
members in the ICD group ring
simultaneously.
Delayed ringing or no ringing can be
programmed for each extension in the group.
T he call can be answered by pressing the
t t
M
e
t
hod
Un
if ll
D
i
s
t
r
ib
u
ti
on
Ex
t
.
A
Ex
t
.
B
t
Ex
t
.
C
Ex
t
.
D
(UCD)
i t
he
l
as
t
ca
ll
.
S
t
ar
t i f t
i
p
t
)
t i
or
it
y
i
or
it
y
i it
y
ti
Ex
t
.
A
Ex
t
.
B
Ex
t
.
C
Ex
t
.
D
A
l t
ar
t i
ng
f
t t i t i
R
i
Ex
t
.
A
Ex
t
.
B
Ex
t
.
C
Ex
t
.
D
R
i i i
a
t
e
l i
mu
l
y
De
l i
ng
i
ng:
R
i ft
p
ec
ifi
ed
ti l
Di s ri b u io n
orm Ca
Descrip io n
Re ce ve d s sear ch n g rom Ex . B.
(Sk s Ex . A.
1 s Pr 2 n d Pr 3 r d ...
Pr or
Hun ng
wa ys s s sea r ch ro m
h e
fi
r s a ss g n e d e x e n s o n.
ng
n g s mme d y & s
lt
aneou s
ayed R
ngs a er a s
me de ay.
flashing button even if no ring or a delayed
TDA su
pp
or
t
e
d
Ca
ll di
s
t
r
ib
u
ti
on
t
a
bl
e
time is set.
Manymanuals.com
Manymanuals.de
Manymanuals.fr
Manymanuals.it
Manymanuals.pl
Manymanuals.cz
Manymanuals.es
Manymanuals-pt.com
Comments to this Manuals