Database Systems Corp. (DSC) is a leading provider of contact management technology including call distribution software and call routing phone systems.

Routing incoming phone calls is the task of an ACD (Call Distribution) system. An ACD system consists of hardware for the terminals and switches, phonelines, and software for the call routing strategy. This routing strategy is a rule based set of instructions that tells the call distribution system how calls are handled. This generally will be rules that determines the best available employee for a certain incoming call. To help make this match, extra variables are taken into account, most often to find out the reason why the customer is calling. The caller's phone number (ANI) is sometimes used, sometimes the number called (DNIS) is used, and more often an IVR just asks for the reason.

ACD systems generally process incoming phone calls on a first come / first serve basis. However, intelligent ACD's such as those provided by DSC can route calls based upon caller identification, dialed number, time of day, and custom defined parameters established in an IVR (Interactive Voice Response) program script.

Contact DSC to learn more about our call distribution systems and software.

DSC provides a comprehensive software library for organizations that require sophisticated ACD programming and IVR development. This Software Development Kit (SDK) allows Visual Basic and C/C++ programmers to create phone applications on a wide range of application servers. Most call distribution systems are built into the phone system or are self contained programs running on a separate system. PACER and WIZARD IVR systems operate in a client/server environment.

You can design and develop your own phone applications using this comprehensive software toolkit. Alternatively, DSC can provide you with a custom phone application. These applications can be easily ported to our digital phone system when your call volume requires a larger system.

DSC has been providing call center phone systems for several decades with a proven track record of success. DSC offers both analog and digital phone systems with call distribution features.

A simple ACD service processes incoming telephone calls as they are received by the phone system. This system typically answers each call and passes it to the next available operator. If necessary, it holds the call in a queue until it can be directed to the next service representative that becomes available. When an agent does become available, this representative serves the next caller in this queue.

However, Our PACER and WIZARD phone systems do far more than simply process calls in this sequence. Our call distribution software can manage multiple calling queues, keep a log of call group activity, and monitor call activity such as call queues, agents, and on hold times. Depending upon user defined business rules, our call distribution systems create different processing paths for different callers.

• Intelligent skill based call distribution
• Route calls to remote agents
• Prioritized call distribution
• DNIS assignment of agent groups
• GUI interface
• Unlimited number of agent groups
• 800 Answering Services
• Custom messages for each DNIS
• Call queuing and call routing
• Web call backs
• Multimedia support (email, chat, inbound, outbound calls)
• Alarms for callers in queue
• Call-back message support
• Customizable agent screens

Contact DSC for a FREE analysis and quote and to learn more about our call distribution software and services.