For NEAX ACD users, TFB solutions offer unique opportunities for applications not possible in other architectures. Through comprehensive CTI integration to Infolink, MIS Link, and SMDR, TFB applications have extensive access to ACD data and flexible control of call handling. Building on extensive NEAX expertise and a suite of proven software applications, TFB offers users the ability to route calls intelligently among
multiple NEAX ACD sites …

About Network Routing
Users with multiple sites can benefit from the improved customer service and load balancing provided by the TFB Network Routing solution. The system runs alongside
other TFB applications on TFB’s CTI Server and Media Server platforms, routing calls among the user ACD's based on pre-configured rules that determine the best destination for each call. Calls can originate at the designated primary site or at any of the satellite sites. The criteria for routing each call is based on DNIS, ANI, originating area code, and an automated, rules-based assessment of traffic at each site.

The TFB solution permits use of existing CTI Servers at each site, and the existing ACD's at each site, provided they are running a current and supported version of software.
Provision for real-time monitoring, as well as archival reporting for each site and enterprise-wide is included. The TFB solution leverages the existing capabilities of the systems in place and does not usurp, interrupt or otherwise replace the functionality of the ACD.

Routing Architecture
Built from packaged TFB modules, Network Routing is fully integrated to the NEAX via Infolink.

Each call is routed in two steps,

• Initial routing pilot and split based on DNIS, ANI Routing rules, and area code.
  
• Determine which to which live split the call should be sent to, based on defined available splits for the pilot of given call, and on dynamic criteria such as call volume, longest waiting call, and grade of service.

TFB-NEAX integration offer more than just routing. Powerful multi-ACD reporting and real time monitoring are available also. Through Infolink integration, TFB-NEAX can offer solutions for a fraction of the price of similar solutions from 'the big guys'.