ACD

You assign some or all phone lines to MINUET ACD.
Incoming calls are recognized and automatically answered. These calls are then intelligently distributed to groups or individuals based on your flexible routing specifications.
If your staff is busy, Norstar MINUET ACD holds the call in queue until a phone representative becomes available. Based on your instructions, Norstar MINUET ACD can play voice announcements to encourage callers to wait as well as promote your company's new products and services.
When staff members become available, the call on hold the longest is sent to the next available person or the one most qualified to handle it.

If you're just starting out with call center technology, Norstar PRELUDE ACD 3.0 is the system for you. PRELUDE is designed for businesses with up to 15 active telephone agents, 3 groups, and 30 incoming lines.

Real-time group and system status displays
12 in-depth management reports on agent, group, and system performance
Co-residency on the Norstar Applications Module with other applications (or by itself)
Full integration with Norstar Voice Mail, CTI, and Desktop Messaging
When your business grows beyond the capacity of PRELUDE, you can upgrade to CINPHONY, Norstar's largest ACD system, quickly and easily with a simple software installation.
Scalabilty from 2 to 80 agents
Management Reports
Messaging Integration
LAN-Based Reporting
Computer-Telephony Integration (CTI)

Norstar CINPHONY ACD 3.0 offers your call center even greater capacity and more cutting-edge supervisory tools. CINPHONY supports from 30 agents and 80 phone lines to 80 agents and 120 phone lines.

Intelligent call routing
Call categorization
Emergency routing
Ability to export ACD information to other popular software tools for specialized reporting
Supervisory tools such as silent monitoring of agent calls, agent help key, and agent record call 16
Call Management reports available on the desktop via LAN-based server
Real-time group and system status displays 12 in-depth management reports on agent, group, and system performance
Skillset-based routing
Co-residency on the Norstar Applications Module with other applications (or by itself)
Full integration with Norstar Voice Mail, CTI, and Desktop Messaging