The base of the system is Automatic Call Distribution (ACD), which is included in the core of BusinessPhone. This ensures that calls are directed to the most appropriate call-handling group – accounts department, sales order team, warehouse – giving callers a sense of efficiency, and making the communication process more effective.

One of the building blocks in the system is the BusinessPhone Call Center Supervisor (CCS), an information system for the BusinessPhone Call Center solution. It provides management and staff with information on the performance of the call-center both in real-time and through detailed historical reports. This information is vital for fine-tuning the day-to-day operation of the call-center and for long-term planning.