{"id":987685,"date":"2025-10-22T10:08:26","date_gmt":"2025-10-22T10:08:26","guid":{"rendered":"https:\/\/mshcreative.online\/fgs-yazilim\/?page_id=987685"},"modified":"2026-03-05T13:02:01","modified_gmt":"2026-03-05T10:02:01","slug":"acd-automatic-call-distribution","status":"publish","type":"page","link":"https:\/\/www.fgs.com.tr\/en\/urunler\/acd-automatic-call-distribution\/","title":{"rendered":"ACD (Automatic Call Distribution)"},"content":{"rendered":"
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ACD (Automatic Call Distribution)<\/span><\/h2>

System<\/span>, It answers incoming calls with voicemail, and guides the caller with information via voice menus.,
Using the phone's keypad, it transfers the caller to the relevant person and receives a voicemail. It is an automated voice response system.<\/span><\/p>

ACD<\/span>, incoming phone calls automatically responding<\/span> It is a service that automatically provides the necessary guidance.
The first call received by the system is given priority. ACD Service<\/span>, It uses various parameters to route the call.
The most common of these are:<\/p>

  • Caller ID (CNID)<\/span><\/p><\/li>

  • Dialed Number Information (DNID)<\/span><\/p><\/li>

  • Date\/Time Information<\/span><\/p><\/li><\/ul>

    These scenarios Soundware Script Generator<\/span> It is programmed via this method.<\/p>

    Features<\/span><\/h3>

    \u2022 Intelligent Routing & Dynamic Programming<\/span>
    \u2022 Talent-Based Call Routing<\/span>
    \u2022 According to DNID & CNID:<\/span> Transfer to a special group or department.
    \u2022 Creating a Custom Scenario Based on the Number Called<\/span>
    \u2022 Call Queue, Routing and Reporting<\/span>
    \u2022 Creating Routing Rules and Distribution Lists<\/span>
    \u2022 Hunt Group \u2013 Pick-Up Features<\/span>
    \u2022 Priority Call Routing<\/span>
    \u2022 Create unlimited departments and menus.<\/span>
    \u2022 Foreign Language (English) Support<\/span>
    \u2022 Different Opening Scenarios Based on Date and Time Variables<\/span>
    \u2022 Voicemail Feature (Multimedia Support \u2013 e-mail)<\/span><\/p>

    Script Management and Flexibility<\/span><\/h3>

    \u2022 Day, night and holidays<\/span> It offers the option of a separate welcome message.
    \u2022 Outside of working hours, during lunch breaks, or on public holidays, they can read the messages requested by the company.
    \u2022 Channel, calling number, called number basis<\/span> Different welcome announcements can be created.
    \u2022 Scenarios are tailored to the needs of the companies. Specific to the day, time, and department.<\/span> It can be prepared as follows.
    \u2022 Incoming calls busy or unanswered<\/span> If this happens, they are referred to another internal medicine specialist.
    \u2022 For busy and unanswered calls separate scenarios<\/span> It can be improved.
    \u2022 For multiple companies receiving support from the same power plant separate opening messages<\/span> definable.
    In this way Managing multiple companies on a single system<\/span> It is possible.<\/p>

    Advantages<\/span><\/h3>

    \u2022 By directing calls to the most appropriate person or department. It increases efficiency.<\/span>
    \u2022 Reduces customer waiting time.<\/span>, It improves service quality.
    \u2022 Automatic reporting<\/span> Call volume, routing performance, and agent statistics can be easily analyzed.
    \u2022 Different scenarios and timelines<\/span> This ensures that the business is accessible at all times.<\/p>\t\t\t\t\t\t\t\t<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t

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    <\/i> ACD (Automatic Call Distribution)<\/h1>\r\n

    \r\n The system is an advanced voice response system that greets incoming calls with voice messages, guides the caller through voice menus to provide information, transfers the caller to the appropriate person using keypad input, and allows users to leave messages if needed.\r\n <\/p>\r\n

    \r\n ACD is a service that automatically answers incoming phone calls and automatically routes them. The first call received is processed first. The ACD service uses various parameters to route the call.\r\n <\/p>\r\n

      \r\n
    • <\/i> Caller ID (CNID)<\/li>\r\n
    • <\/i> Dialed Number Information (DNID)<\/li>\r\n
    • <\/i> Date\/Time Information<\/li>\r\n <\/ul>\r\n

      These scenarios are programmed using the Sesware Script Generator.<\/p>\r\n <\/div>\r\n

      \r\n \"ACD\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n
      \r\n
      \r\n
      \r\n

      <\/i> Features<\/h2>\r\n
        \r\n
      • <\/i> Intelligent Routing & Dynamic Programming<\/li>\r\n
      • <\/i> Talent-Based Call Routing<\/li>\r\n
      • <\/i> According to DNID & CNID: Transfer to a specific group or department.<\/li>\r\n
      • <\/i> Creating a Custom Scenario Based on the Number Called<\/li>\r\n
      • <\/i> Call Queue, Routing and Reporting<\/li>\r\n
      • <\/i> Creating Routing Rules and Distribution Lists<\/li>\r\n
      • <\/i> Hunt Group \u2013 Pick-Up Features<\/li>\r\n
      • <\/i> Priority Call Routing<\/li>\r\n
      • <\/i> Create unlimited departments and menus.<\/li>\r\n
      • <\/i> Foreign Language (English) Support<\/li>\r\n
      • <\/i> Different Opening Scenarios Based on Date and Time Variables<\/li>\r\n
      • <\/i> Voicemail Feature (Multimedia Support \u2013 e-mail)<\/li>\r\n <\/ul>\r\n <\/div>\r\n
        \r\n \"ACD\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n
        \r\n
        \r\n
        \r\n

        <\/i> Script Management and Flexibility<\/h2>\r\n
          \r\n
        • <\/i> It offers the option of separate welcome messages for daytime, nighttime, and holidays.<\/li>\r\n
        • <\/i> You can play private messages outside of working hours or on public holidays.<\/li>\r\n
        • <\/i> Different welcome messages can be created based on the channel, the calling number, and the called number.<\/li>\r\n
        • <\/i> Custom scenarios can be prepared based on day, time, and department.<\/li>\r\n
        • <\/i> Busy or unanswered calls are forwarded to another extension.<\/li>\r\n
        • <\/i> It is possible to manage multiple companies on the same system.<\/li>\r\n <\/ul>\r\n <\/div>\r\n
          \r\n \"Screenplay\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n
          \r\n
          \r\n
          \r\n

          <\/i> Advantages<\/h2>\r\n
            \r\n
          • <\/i> It increases efficiency by routing calls to the most appropriate person or department.<\/li>\r\n
          • <\/i> It reduces customer waiting time and improves service quality.<\/li>\r\n
          • <\/i> Call volume and performance are analyzed through automated reporting.<\/li>\r\n
          • <\/i> Time schedules ensure the business is accessible at all times.<\/li>\r\n <\/ul>\r\n <\/div>\r\n
            \r\n \"ACD\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\r\n\r\n