Aastra 5000 Server and Aastra X Series gateways include an Automatic Call Distribution (ACD) feature, to route the incoming calls.

Moreover, the Aastra X Series gateways include an optional Interactive Voice Responder feature, to allow the callers to choose the best destination for their calls.

ACD - Automatic Call Distribution

It is possible to route incoming DID calls (Direct Inbound Dialling) to one set or to groups of sets, in accordance with a combination of the called number and the calling number (e.g. depending on the geographic location of the caller), and in accordance with a calendar (day/night, etc.)

One or more external call flows can be distributed to several workstations according to specific rules.

When a group is overloaded (busy, too long idle time), calls may be rerouted automatically to some assistance group, including on another site (multisite architecture)

Inside a group a distribution mechanism may be configured :

• Either general (all extensions ring at the same time)
• Round-robin
• Fixed order
• Longest idle-time

All greeting messages, music on hold and dissuasion messages may be customized.

Agent may log-in or log-off a group at any moment.
They may change the headset/handset modes depending on how the use the hardware phone.

Agents answering calls may ask for the intervention of a supervisor, which may listen discreetly the call, and possibly break-in the call.
The supervisor may visualize a state of the agents on his/her phone (supervision keys).


IVR - Integrated Voice Response

Embedded on Aastra X Series gateways and activated optionally, the IVR may vary according to a calendar.

A graphical script defines the scenario of the IVR:

•  If the caller is invited to choose the language of the IVR
• Voice recording which will be played, choice waited : e.g. “to contact the Sales, please dial 2”, etc...
• Forwarding which will be performed to some pre-defined number or to the number dialled by the caller (DTMF).