Contact centers have to be prepared to handle a wide variety of calls based on the variety of accounts they service. Therefore, it is recognized that not every agent is qualified to handle every type of call. With OnviNet Intelligent Call Distribution (ICD), contact centers can maximize agent performance by assigning operators to groups defined by skill sets. Calls received by the OnviNet switch server are routed via OnviNet ICD to a defined group for effective handling. Callers experience a high level of satisfaction as a result of being routed quickly to an agent most qualified to handle their transaction.

When call volumes are high, each OnviNet ICD group has a defined overflow group so that calls are not dropped or left in a queue for long periods of time, ensuring customer satisfaction and the completion of a higher number of transactions. Variable settings allow users to configure the number of calls an operator can receive as well as the prevention of an operator always receiving a call if they become available before the next call comes into their queue. OnviNet ICD continually monitors assigned and pending calls to guarantee that calls are answered as quickly as possible.

OnviNet ICD activity can be viewed in real time through the OnViews dashboard for convenient management. Users can view the entire ICD at once or select all groups, users and calls, as well as individual groups, users and calls. Generic comfort messages can be selected per account and are also managed through the OnViews application.