ACD, UCD & Skills Based Routing

Automatic Call Distribution (ACD)&
Uniform Call Distribution (UCD)

phusionPointe's Automatic and Uniform Call Distribution capabilities allows your business the ability to route both inbound and outbound calls automatically to either the first available agent or to a representative who can best support your customers needs. Now you can implement a predefined inbound or outbound call routing strategy so that calls are delivered to the correct department within your business quickly and efficiently. In addition, calls can be routed seamlessly allowing you to direct callers to on location agents inside your organization or to dispersed personnel at remote locations. This feature is ideal for businesses taking reservations, dispatching field technicians, taking sales inquiries, receiving billing questions, providing technical support, or for any other designated purposes.

Skill Based Call Routing

phusionPointe's Skill Based Call Routing allows your company's phone calls to be answered automatically by putting callers into direct contact with personnel within your organization who have the capabilities to handle the caller's needs professionally and competently. If call volume is extremely high, callers are held in queue where they are able to hear informational announcements or music on hold while awaiting your next available agent. Now your customers do not have to experience the frustration of reaching an annoying busy signal, having their call remain unanswered or put on hold for long periods of time. Our system first determines the purpose of the caller's needs and then evaluates the most appropriate available agents to route the call to. Call routing is based on the agent's skills or abilities which are predetermined by you. Our web based management tools can also help you to handle call flow, and call volume to determine the best possible business approach to ensure quality services to your clients.

In order to manage the number of agents, and minimize hold times, call statistics are provided in real time modes showing the number of callers in queue, their longest hold times, and caller abandonment rates.

Caller's needs can be identified several ways:
  • Number Dialed or DNIS Services
  • Though IVR or Auto Attendant Selections
  • Caller ID or ANI


Calls can then be routed using the following methods:
  • Automatic Call Distribution ("ACD")
  • Uniform Call Distribution ("UCD")
  • Skill Based Routing


Number Dialed or Dialed Number Identification Service DNIS

phusionPointe's Dialed Number Identification Service ("DNIS") provides you with the ability to track inbound calls by identifying what telephone number the caller dialed. Use of this type service is typically done through your 800 and 900 service numbers as we channel multiple phone numbers into our hosted PBX system so that the caller information can be effectively captured. Once the call enters into our PBX system, the automatic DNIS performs a database query to identify which number was dialed and record that information appropriately.

Interactive Voice Response or Auto Attendant Selection

phusionPointe's interactive voice response system ("IVR") is a telephony technology where inbound callers use their touch-tone telephone to interact with a database to self navigate or self route their call to the proper department or person within your organization. Our IVR system is quick and efficient as it does not require human interaction over the telephone. This is because the caller's interaction is made through the database which is predetermined by what the IVR system will allow the user to access. For example, banks and credit card companies may use our IVR system so that their customers can receive up-to-date account information instantly and easily without having to speak directly to a person. Our IVR system can also be used to gather information, as in the case of telephone surveys in which the user is prompted to answer questions by pushing the numbers on a touch-tone telephone.

Caller ID or Automatic Number Identification ANI

phusionPointe's system provides you with the capability to route calls to the appropriate agents based upon the caller's automatic number identification ("ANI") being matched against an existing data base. This feature can also allow agents to be automatically presented with important customer account information on their desktop computer screen at the same time they have the caller on the phone.

Calls Are Then Distributed to Agents in One of the Following Ways:

  • ACD -Automatic Call Distribution

    With phusionPointe's Automatic Call Distribution ("ACD") service, calls are automatically routed to the appropriate call center representative inside your company by matching the caller's request with individuals who can best respond to the caller's needs. You are able to determine which of your agents are able to handle which type of customer inquiries and then our system will automatically route the call to an available representative.

  • UCD -Uniform Call Distribution

    phusionPointe's Uniform Call Distribution ("UCD") evenly distribute calls to agents based on a limited set of criteria - For example the person or agent who has been idle the longest. With UCD we also provide reporting functions which will help you track call flow and call distribution. Although this feature may be a less sophisticated version of automatic call distribution (ACD), it has it place in some environments.

  • Skills Based Routing

    phusionPointe's Skill Based Routing features allows you to rate each call center agent's skills based upon a competency scale. This feature allows you to identify the person or agent who is best equipped to answer callers' questions. Our Skills Based Routing system will also automatically expand the list of possible agents as the hold time for the customer increases. For example: a person calling in for technical support on a product may initially be assigned to the technical support queue looking for an agent with a "skill level" of 8-10 for the first 2 minutes of a call. At 2 minutes and 1 second the list of possible agents is expanded to additional agents with a "skill level" of 4-10. This keeps hold times to a minimum while connecting callers to the person best equipped to handle their needs. This feature will also enable you to resolve more problems with in the first call and minimize customer call abandonment.