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How does the IRS phone system work?

October 2, 2009
Written by: steve

This information is taken directly from the IRS site so you can understand their system.

Predictive Dialing System – Aspect Automated Call Distributor (PDS)

PDS System Overview
Each evening, an extract of the Automated Collection System (ACS) databases is downloaded to the Predictive Dialing System.  The systems administrator generates predefined campaign types (types of cases to be called based on the extract from the ACS system) to be worked that day.  The predictive dialer dials the taxpayers phone number.  If the taxpayer answers the phone, the call is sent to an ACS employee to work that case.  At the same time the call is delivered, the ACS employee is sent a screen with the extract data so that they can identify that the correct individual or business has been contacted.  The predictive dialer marks that record to indicate that the taxpayer has been contacted so the PDS will not call the taxpayer again during that campaign.  The employee works that case in the ACS System real time just as he/she would any other ACS call.
If there is a no answer, or if there is a busy signal, answering machine, bad telephone number/signal, or the taxpayer hangs up, the predictive dialer records that information and schedules the case for a follow-up call.  At the end of the day, the predictive dialer uploads all of these nonproductive calls to ACS.
Section 1.0 Data in the System
Filed Under: Tax Help | Uncategorized
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