{"id":2129,"date":"2016-04-05T11:31:45","date_gmt":"2016-04-05T09:31:45","guid":{"rendered":"https:\/\/blog.wildix.com\/?p=2129"},"modified":"2017-06-09T15:21:23","modified_gmt":"2017-06-09T13:21:23","slug":"acd-automatic-call-distribution-e-code-di-chiamate","status":"publish","type":"post","link":"https:\/\/blog.wildix.com\/it\/acd-automatic-call-distribution-e-code-di-chiamate\/","title":{"rendered":"ACD &#8211; Automatic Call Distribution e Code di chiamate"},"content":{"rendered":"<h1>Cos\u2019\u00e8 l\u2019ACD &#8211; Automatic Call Distribution<br \/>\n<\/h1>\n<p><strong>L\u2019Automatic Call Distribution (ACD)<\/strong> serve per instradare in modo efficace le chiamate in ingresso a un gruppo di operatori o ad altri destinatari (Segreteria Telefonica, <a href=\"https:\/\/blog.wildix.com\/cose-un-ivr\/\" target=\"_blank\">IVR &#8211; Interactive Voice Response<\/a>).<br \/>\n<img fetchpriority=\"high\" decoding=\"async\" src=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2016\/04\/Screen-Shot-2016-03-30-at-18.00.08.png\" alt=\"ACD-automated-call-distribution\" width=\"630\" height=\"254\" class=\"alignleft size-full wp-image-2119\" srcset=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2016\/04\/Screen-Shot-2016-03-30-at-18.00.08.png 630w, https:\/\/blog.wildix.com\/wp-content\/uploads\/2016\/04\/Screen-Shot-2016-03-30-at-18.00.08-300x121.png 300w, https:\/\/blog.wildix.com\/wp-content\/uploads\/2016\/04\/Screen-Shot-2016-03-30-at-18.00.08-624x252.png 624w\" sizes=\"(max-width: 630px) 100vw, 630px\" \/><br \/>\nQuesto strumento \u00e8 indispensabile per qualsiasi azienda che deve gestire un gran numero di chiamate in ingresso o che ha un centro di assistenza clienti.<br \/>\n<!--more--><\/p>\n<h2>ACD vs PBX<br \/>\n<\/h2>\n<p>Uno dei compiti del <strong>PBX (centralino telefonico aziendale)<\/strong> \u00e8 di gestire le chiamate in ingresso e instradarle a un particolare destinatario.<br \/>\nNon solo, il PBX gestisce anche quelle in uscita, quindi si occupa sia della comunicazione esterna che di quella interna.<br \/>\nLa funzione dell\u2019<strong>ACD &#8211; Automatic Call Distribution<\/strong> &#8211; \u00e8 quella di <strong>connettere chiamanti esterni con operatori dell\u2019azienda<\/strong>, basandosi su regole e parametri definiti.<\/p>\n<h2>Instradamento di chiamate in ingresso<br \/>\n<\/h2>\n<p><strong>Il sistema ACD &#8211; Automatic Call Distribution <\/strong>&#8211; instrada le chiamate in entrata in base a: numero chiamato, linea, orari, o altri parametri.<\/p>\n<p>Ad esempio, un\u2019azienda si dispone di tre numeri,<br \/>\n&#8211; ufficio vendite<br \/>\n&#8211; supporto tecnico<br \/>\n&#8211; ufficio contabilit\u00e0<\/p>\n<p>Si pu\u00f2 impostare il sistema in modo tale che tutte le chiamate in arrivo verso uno di quei numeri vengano instradate agli operatori solo durante l\u2019orario di apertura, e siano inoltrate alla Segreteria Telefonica durante gli orari di chiusura.<\/p>\n<p>Se l\u2019azienda \u00e8 una multinazionale e dispone di operatori che parlano diverse lingue, si pu\u00f2 impostare, ad esempio, un <a href=\"https:\/\/blog.wildix.com\/cose-un-ivr\/\" target=\"_blank\">albero IVR<\/a> che distribuisce le chiamate in base alla lingua scelta dal chiamante (premere 1 per inglese, 2 per italiano).<\/p>\n<h1>Code ACD di chiamate<br \/>\n<\/h1>\n<p>Se un\u2019azienda o un reparto deve gestire un gran numero di chiamate in entrata, pu\u00f2 succedere che tutti gli operatori siano gi\u00e0 impegnati in una conversazione, e che le chiamate continuino ad arrivare. <\/p>\n<hr>\n<p><img decoding=\"async\" style=\"border-radius: 0px; box-shadow: none;\" width=\"550\" img class=\"aligncenter\" src=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2016\/04\/Screen-Shot-2017-06-09-at-16.16.36.png\" \/>\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f7465-o1\" lang=\"it-IT\" dir=\"ltr\" data-wpcf7-id=\"7465\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/it\/wp-json\/wp\/v2\/posts\/2129#wpcf7-f7465-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Modulo di contatto\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"7465\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"it_IT\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f7465-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/fieldset>\n<p style=\"text-align: center;\"><span class=\"wpcf7-form-control-wrap\" data-name=\"your-email\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"email*\" value=\"\" type=\"email\" name=\"your-email\" \/><\/span>\n<\/p>\n<p><b><span class=\"wpcf7-form-control-wrap\" data-name=\"checkbox-264\"><span class=\"wpcf7-form-control wpcf7-checkbox wpcf7-validates-as-required\"><span class=\"wpcf7-list-item first last\"><input type=\"checkbox\" name=\"checkbox-264[]\" value=\"Privacy*:\" \/><span class=\"wpcf7-list-item-label\">Privacy*:<\/span><\/span><\/span><\/span><\/b>I read and accept the <a href=\"https:\/\/www.wildix.com\/wildix-privacy-cookie-policy\/\"><strong><u>Privacy*<\/u><\/strong><\/a><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"checkbox-809\"><span class=\"wpcf7-form-control wpcf7-checkbox\"><span class=\"wpcf7-list-item first last\"><input type=\"checkbox\" name=\"checkbox-809[]\" value=\"\" \/><span class=\"wpcf7-list-item-label\"><\/span><\/span><\/span><\/span> I want to receive exclusive content for MPSs on how to grow my Business\n<\/p>\n<p style=\"text-align: center;\">\n\n<\/p>\n<p style=\"text-align: center;\"><input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"Submit\" \/>\n<\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n<hr>\n<p>Una delle funzionalit\u00e0 dell\u2019ACD \u00e8 di <strong>gestire una coda di chiamate<\/strong>: quando tutte le linee sono occupate, mette il chiamante in attesa per collegarlo con il primo operatore disponibile.<\/p>\n<p>Il sistema distribuisce le chiamate agli operatori di un gruppo a seconda della strategia scelta, ad esempio:<\/p>\n<ul>\n<li><strong>Chiamata parallella<\/strong> &#8211; chiama tutti i membri non al telefono\n<\/li>\n<li><strong>Sequenziale<\/strong> &#8211; chiama a turno tutti i membri\n<\/li>\n<li><strong>Maggiore attesa<\/strong> &#8211; chiama il membro che non risponde da pi\u00f9 tempo\n<\/li>\n<li><strong>Meno chiamate<\/strong> &#8211; chiama il membro che ha risposto a meno chiamate\n<\/li>\n<li><strong>Lineare<\/strong> &#8211; chiama tutti i membri in base a una lista configurata\n<\/li>\n<\/ul>\n<p>Alcuni sistemi ACD supportano la <strong>musica di attesa, annunciano la posizione in coda e il tempo di attesa<\/strong> approssimativo.<\/p>\n<p>Un esempio: il reparto assistenza tecnica ha tre operatori, 100, 101 e 102, in base alla strategia:<\/p>\n<p>&#8211; tutti e tre telefoni iniziano a squillare<br \/>\n&#8211; la chiamata viene diretta all\u2019operatore pi\u00f9 esperto del gruppo<br \/>\n&#8211; gli operatori vengono chiamati uno dopo l\u2019altro finch\u00e9 il primo risponde<br \/>\n&#8211; altro \u2026<\/p>\n<p>Un\u2019altra funzionalit\u00e0, supportata da alcuni sistemi ACD, \u00e8 la possibilit\u00e0 di definire <strong>la priorit\u00e0 della coda ACD<\/strong>.<br \/>\nEsempio: servizio per i clienti PREMIUM. Se gli operatori che si occupano di assistenza a clienti normali o Premium sono gli stessi, il sistema d\u00e0 priorit\u00e0 alle chiamate provenienti dalla coda PREMIUM.  <\/p>\n<h1>Gestione chiamate in entrata e code ACD nei sistemi Wildix<br \/>\n<\/h1>\n<p>Nei sistemi Wildix, <strong>il Dialplan \u00e8 responsabile della gestione delle chiamate in entrata<\/strong>.<\/p>\n<p>Il Wildix Dialplan \u00e8 uno strumento potente che permette una personalizzazione in base alle esigenze, anche molto specifiche, del cliente.<\/p>\n<p>Offre la possibilit\u00e0 di creare semplicemente <strong>Tabelle orario e Switch<\/strong> (servizio giorno \/ notte, interruttore segretaria \/ direttore), <strong>gruppi di risposta<\/strong> e una strategia che ne definisce le priorit\u00e0, <strong>musiche di attesa<\/strong>, alberi grafici <strong>IVR, DID<\/strong> e il servizio <strong>DISA<\/strong>, e altre funzioni.<\/p>\n<p>A questa pagina \u00e8 possibile vedere <a href=\"https:\/\/manuals.wildix.com\/wms-start-guide\/#h.2c9hm7j14rpo\" target=\"_blank\">un esempio di configurazione del Dialplan di chiamate in entrata Wildix<\/a> (utilizzare il tool di traduzione automatica di Google per la traduzione in italiano).<\/p>\n<p>Su questa pagina troverete la guida completa ai <a href=\"https:\/\/manuals.wildix.com\/call-distribution-in-call-groups\/\" target=\"_blank\">gruppi di risposta Wildix<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cos\u2019\u00e8 l\u2019ACD &#8211; Automatic Call Distribution L\u2019Automatic Call Distribution (ACD) serve per instradare in modo efficace le chiamate in ingresso a un gruppo di operatori o ad altri destinatari (Segreteria Telefonica, IVR &#8211; Interactive Voice Response). Questo strumento \u00e8 indispensabile per qualsiasi azienda che deve gestire un gran numero di chiamate in ingresso o che &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/blog.wildix.com\/it\/acd-automatic-call-distribution-e-code-di-chiamate\/\" class=\"more-link\">Leggi tutto<span class=\"screen-reader-text\"> &#8220;ACD &#8211; Automatic Call Distribution e Code di chiamate&#8221;<\/span><\/a><\/p>\n","protected":false},"author":21,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1,91],"tags":[],"class_list":["post-2129","post","type-post","status-publish","format-standard","hentry","category-blog-it","category-voip-wiki-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>ACD - Automatic Call Distribution e Code di chiamate<\/title>\n<meta name=\"description\" content=\"L\u2019Automatic Call Distribution - ACD, serve per instradare in modo efficace le chiamate in ingresso a un gruppo di operatori o ad altri destinatari.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"it_IT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"ACD - Automatic Call Distribution e Code di chiamate\" \/>\n<meta property=\"og:description\" content=\"L\u2019Automatic Call Distribution - ACD, serve per instradare in modo efficace le chiamate in ingresso a un gruppo di operatori o ad altri destinatari.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.wildix.com\/it\/acd-automatic-call-distribution-e-code-di-chiamate\/\" \/>\n<meta property=\"og:site_name\" content=\"Wildix Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/wildix.pbx\" \/>\n<meta property=\"article:published_time\" content=\"2016-04-05T09:31:45+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2017-06-09T13:21:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2016\/04\/Screen-Shot-2016-03-30-at-18.00.08.png\" \/>\n<meta name=\"author\" content=\"Elena Kornilova\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@WildixSrl\" \/>\n<meta name=\"twitter:site\" content=\"@WildixSrl\" \/>\n<meta name=\"twitter:label1\" content=\"Scritto da\" \/>\n\t<meta name=\"twitter:data1\" content=\"Elena Kornilova\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tempo di lettura stimato\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minuti\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":[\"Article\",\"BlogPosting\"],\"@id\":\"https:\/\/blog.wildix.com\/it\/acd-automatic-call-distribution-e-code-di-chiamate\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/blog.wildix.com\/it\/acd-automatic-call-distribution-e-code-di-chiamate\/\"},\"author\":{\"name\":\"Elena Kornilova\",\"@id\":\"https:\/\/blog.wildix.com\/#\/schema\/person\/92f34f6f25562608f9a11f7eacc599ea\"},\"headline\":\"ACD &#8211; 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