The FastCall ACD (Automated Call Distribution) is mentioned in a few posts but we did not have a dedicated page on the ACD. Until now!
First. What is an ACD? ACD stands for Automated Call Distribution. There are different versions of call distribution:
- Round robin
- Skills based routing*
- Geo routing* (using the country code or area code to route the call)
- Based on a lookup value* (example Salesforce lead owner)
- Past calling history*
For the FastCall ACD, a phone number is provisioned and assigned as an ACD. When setting a new number you are given three options: User Inbound – a phone for a single user; ACD and a specific usage tied to BeLocal. BeLocal uses the FastCall ACD when routing BeLocal inbound calls; that is when the called party calls back the caller ID. One benefit of BeLocal is that returned calls increase because of the local caller ID.
OK. Back to ACD.
Unlike user phones which can overflow or simulring many users phones (personal phones), the ACD calls the user on one phone designated as the ACD phone.
- User1 –> phone1
- User2 –> phone1
- User2 –> phone1
These phones can be the softphone, office phone or a mobile. But we only use 1 phone per user for the ACD. Set the user’s phone under the User Phone tab in FastCall (under Admin.)
Next, the FastCall ACD uses Salesforce Groups to set distribution. As you may know, Salesforce Groups are groups of Salesforce users. Groups can also include other Groups and can use Salesforce Roles but we cannot use these for the AD. Users only. Put 5 users in a Group, for example, and those five users are in rotation for an inbound call.
When using the FastCall application for outbound calls we know your status (available, on a call, offline) and we use this status to route inbound calls. Five users in the ACD Group, four are on a call, the 5th will receive the call. If all five are available, then we ring round robin. FastCall will also be supporting simulring (rings all five at once, first to answer gets the call.) You set these options in the Call Distribution subtab under Phone Numbers.
OK. Now let’s get to Task. Salesforce Task that is. FastCall creates a call for each attempt. Five users in the ACD Group, first 4 miss the call, and the 5th answers. FastCall creates 5 Tasks: 4 misses, 1 answer. We also report the ACD position (1st, 2nd, 3rd, etc.)
ACD setup is easy. Create the Salesforce Group with your ACD users. Provision a phone number and assign it to the ACD Group you created. Make a test call. Easy. You can set call recording on or off; and set the ring time between each user.
Last important note: When ringing each user in rotation it is important that the user’s office or mobile phone voicemail does not answer the call. This would only happen if you are using an office or mobile phone; and not the FastCall softphone. if the user’s voicemail grabs the call, the ACD rotation stops.
* These ACD features are not yet available from FastCall. These are given as examples of ACD options. If you need one of these Automated Call Distribution routing options, let us know.