Automatic Call Distribution (ACD)

Available To

Colleges and Departments

Service Overview

Meant for departments that process large volumes of telephone calls for customer support, reservations, order desks, and other similar operations, ACD is a specialized telephone system application designed to route incoming calls to any available personnel so that calls are evenly distributed.  ACD also provides callers with announcements indicating that they are in queue and will be assisted in the order their calls were received.

Service Details

The ACD service includes statistics to assist departments with managing their calls and agents (personnel).  ACD supports supervisor monitoring, queue information on displays of ACD telephones, and up to 3 different types of queue announcements. Use of ACD requires that at least one agent is always logged-on and available to take calls. Reports include call statistics such as number of calls received or abandoned, average wait time, and average handling time.