A call center application handles incoming calls as efficiently and economically
as possible by answering calls, then routing the calls to agents in a skillet that
most closely matches the needs of the caller. Calls can be routed based on the
origin of the call, the destination of the call, or the information entered by the
caller. Callers can be given high or low priorities. Callers can overflow to different
groups or skillets of agents, transfer out of the system, leave a message, and hear
announcements or informative messages.
Norstar Automated Call Distribution (ACD) systems make the idea of “call center”
capabilities realistic and cost-effective for most any size businesses. Whether a
business needs a powerful ACD system for many agents or a smaller system for
auto answering and calls routing, Norstar ACD systems offer high value and are
easily cost justified.

Norstar Flash ACD is the latest addition to the Norstar Call Center portfolio. Flash
ACD is a software application designed to run either alone or along with voice
mail on the Norstar Flash platform. Norstar Flash ACD is compatible with all
Norstar Flash hardware platforms. Release 1.9 or higher of Flash is required for
compatibility with Compact ICS 4.0 and higher or Modular ICS 4.0 and higher.
Flash ACD provides basic Automatic Call Distribution (ACD) functionality
and focuses on call routing capabilities. Norstar Flash ACD is a complete call
center solution that features powerful ACD capability including built-in recorded
announcements.
Norstar Flash ACD is an entry level ACD for the very small formal or informal
call center. It removes the perceived complexity from ACD and provides small
businesses, branch offices and departments with a cost effective tool for managing
and organizing how calls are handled within an organization. It provides simple
installation, support and maintenance, as well as ease of programming through
the intuitive prompting of the LCD on the station set.
Other Norstar Flash ACD features include:

• Up to 10 active agents,

• Up to 20 configured agents,

• Up to 2 ACD agent groups,

• Up to 15 assigned lines,

• Station set-based system administration and queue status displays,

• 10 built-in recorded announcements,

• Longest Idle and Top Down routing,

• Overflow.

For Flash ACD and Voice Mail to run co-resident on a single Flash system,
a total of 4 ports is required.

Norstar Flash ACD MIS is an optional reporting package for the small call center
market. It is a powerful information management tool that provides real time
access to a wealth of information that can be used by call center managers to
make the most efficient use of lines and agents.

• Runs alongside existing software applications on any Windows ‘95 or ‘98
  capable PC,

• Supports up to 16 supervisor workstations on a single system without affecting
  the status display screens on each others PC,

• Provides real-time status displays, current reports and historical reports that can
  be accessed at either a System level or a Queue level,

• Supports multiple Wallboards,

• Provides password protection.