Technologies : Automatic Call Distribution (ACD), Interactive Voice Response (IVR)

Technologies
Some of the key technologies used in private telephone systems include digital packet voice telephony, automatic call distribution (ACD), and interactive voice response (IVR).

Digital Packet Voice Telephony
Digital packet voice telephony is a communication system that uses digital data to represent and transfer analog signals. These analog signals can be audio signals (acoustic sounds) or complex modem signals that represent other forms of information.

Modern private telephone systems use digital telephony to connect the handset to the local switching system. The analog signal is converted to digital form in the telephone set. By using digital information to represent analog signals, the digital communication system can integrate digital voice information along with advanced signal processing control messages.

Figure 1 shows the digital communications process that uses packet data to connect telephone sets (packetized voice). This diagram shows that the sending telephone set samples and converts the audio signal into digital form. The telephone set may compress the digital information to increase the system efficiency. As data is created, it is divided into packets and the destination address is added to each packet along with a sequence number. Each packet is then transmitted through a packet switching network where they are reassembled at their destination. The received data is then decompressed in turned back into its original analog form.


Figure 1: Packetized Voice over Data Networks

Automatic Call Distribution (ACD)
ACD is a system that automatically distributes incoming telephone to specific telephone sets or stations calls based on the characteristics of the call. These characteristics can include an incoming phone number or options selected by a caller using an interactive voice response (IVR) system. ACD is the process of management and control of incoming calls so that the calls are distributed evenly to attendant positions. Calls are served in the approximate order of their arrival and are routed to service positions as positions become available for handling calls.

ACD systems allow for incoming calls to be distributed specific customer service representative (CSR) or among a group of people. The call distribution is based on previously stored programs, or algorithms that determine the routing of the incoming call. Application of ACD is found primarily in customer service, catalogue sales, and other customer relation areas. ACD systems can forward calls to CSR representatives that are located in other areas or even who are operating on other systems. This allows companies to locate CSRs anywhere in the country or possibly in other countries.

Figure 2 shows a sample ACD system that uses IVR system to determine call routing. When an incoming is initially received, the ACD system coordinates with the IVR system to determine the customer’s selection. The ACD system then looks into the databases to retrieve the customers’ account or other relevant information and transfer the call through the PBX to a qualified CSR. This diagram also shows that the ACD system may also transfer customer or related product information to the


Figure 2: Automatic Call Distribution (ACD)

Interactive Voice Response (IVR)
IVR is a process of automatically interacting with a caller through providing audio prompts to request information and store responses from the caller. The responses can be in the form of touch-tone(tm) key presses or voice responses. Voice responses are converted to digital information by voice recognition signal processing. IVR systems are commonly used for automatic call distribution or service activation or changes. IVR systems use pre-stored voice prompts and a structured menu system that is layered under each option. Layering allows callers to navigate to specific information areas.

Figure 3 shows a sample IVR system that is used to route an incoming call. When this call is received by the PBX, an initial voice prompt informs the user of the system along with initial menu options. The user selects and option. This results in the playing of another prompt indicating new menu options. The user enters the data for the option and the IVR system retrieves data and creates a new verbal response.


Figure 3: Interactive Voice Response (IVR)

To avoid some of the customer dissatisfaction and to handle miscellaneous customer needs, there are often options available in each layer that allows the caller to switch other main menus or to switch to a live “operator.” IVR systems may also regularly provide feedback to the caller of the timing of queuing delays.