Automatic Call Distribution (ACD) Services

ACD Service

Automatic Call Distribution (ACD) is available to MU campus departments. ACD allows multiple agents to answer calls placed to one published directory number. ACD service offers:

• Maximized call handling, increased mission success and optimized customer satisfaction.
• Interface and access to reports, agent performance statistics, the ability to adjust staffing and monitoring of staff to ensure proper training measures are taken.

Customer service, reservation, catalog, help desks, billing offices, and telemarketing operations are excellent environments for ACD applications.

Fees and Availability

In addition to monthly costs associated with telephone lines, features, and sets, the monthly ACD charge is $7 per phone. Requests should be submitted through the Division of IT's MyServices application.

Perimeter Service

Perimeter is available to MU campus departments that use the DMS-100 ACD. Perimeter is also the supported reporting interface for the DMS ACD. Perimeter offers:

• Comprehensive reports: real-time and historical (archived).
• Incoming call reports, traffic analysis reports, group reports and agent specific reports. (There are 88 available canned reports.)
• Compatibility with Crystal Reports in order to customize reports that best suit your needs.
• Flexibility to change maximum queue size and route agents to other groups depending on traffic.

Fees and Availability

Data streaming between the DMS-100 telephone switch and the Perimeter host to obtain your statistics is $148 per month. Departments must purchase the Perimeter software and provide a personal computer. Requests should be submitted through the Division of IT's MyServices application.