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Samsung OfficeServ Call Centre / ACD

The Samsung Automatic Call Distribution (ACD) feature provides small and medium size businesses additional powerful and flexible call handling options previously only available on larger and more expensive systems. ACD is especially useful where you have a large number of incoming calls that need to be managed.

View Samsung Call Centre ACD

Samsung ACD is an advanced feature, which provides sophisticated call handling to optimise caller service. This functionality is ideal for those departments, which operate as a call centre - such as accounts department, sales desk or response centre.

Calls can be distributed intelligently - using first in first out (FIFO) rules - to the first available agent within the group. This can be minimise the length of time before a call is answered and ensure you keep an even flow of call traffic to all members of a group. If no extensions are free, the call can be held in queue, while automated messages reassure them of prompt attention as soon as the next call handler becomes available.

Samsung systems can support up to 20 groups - each with a maximum of 48 agents, allowing calls to be recorded when necessary and giving agents time to complete administration before accepting the next call.

The Samsung OfficeServ can also provide incoming call statistics for a group or extension via the LCD of a display handset, giving supervisors a simple snap-shot of call traffic and activity to evaluate the performance of groups and agents for example:

  • Calls in queue
  • Waiting time
  • Agent Status
  • Average queuing time
  • Total incoming calls received

In addition the OfficeServ can also be configured to operate within up to six time zones so that callers receive an appropriate response and are then routed to the correct destination depending on the time of day, week or year they call.

Key features of the ACD include:

  • Automatic logout - of a group member where a call has not been answered within a specified time, ensuring calls do not go unanswered.
  • Call Statistics - are available to the supervisor at the group level and at the group member level, in real time via handset display, printer or PC.
  • Group Supervisor/s - can be allocated to manage one or more group's performance.
  • Multiple Groups
  • Real time resource allocation - allows the group supervisor to log group members in and out of groups to cope with demand and maintain agreed service levels.
  • Wrap-up time

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