I recently installed my first Toshiba Automated Call Distribution (ACD) system on their new Micro Media Application Server. The Micro MAS can run multiple telephony applications on the same server. Some of the applications Toshiba has placed on the Micro MAS are ACD, Voice Mail, Speech Recognition, Unified Messaging, Fax to Email, and PC phone.
The new ACD, for the Toshiba CIX line of telephone system, is a major upgrade from Toshiba’s previous line of ACD. Some of the advanced features on the new ACD include multiple group logins, priority routing, caller ID routing and caller queue position and wait time notifications. The Micro MAS also provides ACD voice announce messages without the need for any external equipment.
The Micro MAS server integrates with a real time queue statistics program giving supervisors live details on callers waiting, longest wait times, agent availability, and much more. These statistics can easily be displayed no a wall board for easy viewing by all agents.
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