LG-Ericsson iPECS-CM - 1 Acd Cti Introduction

iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
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1. ACD CTI Introduction
Automatic Call Distribution (ACD) service distributes incoming calls to a specific group of terminals
(ACD Agent Group) based on predefined routing rules such as longest-idle-agent-first, most-skilled-
agent-first, etc. ACD is commonly used in contact centers that handle large volumes of incoming
callers who require assistance that can be provided from any of multiple persons (e.g., customer
service representatives) at the earliest opportunity.
Along with Computer Telephony Integration (CTI), ACD provides more intelligent routing as well as
various supplementary services by providing a communication link with external applications such as
CRM (Customer Relationship Management).
CTI maximizes work efficiency and improves customer service via communication between the
computer database systems and the telephone system to implement advanced call routing services. It
provides not only basic features such as automatic dialing, intelligent call routing, automatic information
window pop-ups related with an incoming call, automatic information transfer related with the
transferred calls, caller recognition, but also supplementary features including voice
recording/retrieving, voice recognition, FAX integration and SMS integration.
The CTI link is the connection between the PBX and CTI Server that can be configured to meet the
needs of the contact center environment and CTI application vendor specification. The CTI link in
iPECS CM is compatible with ECMA standard (CSTA Phase-II).
Figure 1 iPECS-CM ACD CTI Basic Configuration