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 customers 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.