Automatic Call Distribution

Automatic call distribution (ACD) is a feature-rich voice automatic call distribution solution that enables calls to be evenly distributed among contact center agents, for a cost-effective use of pooled resources and improved customer service. It ensures the equal distribution of incoming calls to the most appropriate group of agents based on the type of information or service required by the caller.

ACD delivers:

• Call routing to the most appropriate group(s), and the fair distribution of calls within a group based on longest idle or highest skilled agent
• Caller prioritization within a queue
• Automatic call re-routing or changes to agent availability based on current queue conditions
• Voice announcements in queue
• Silent monitoring so that supervisors can listen to calls answered by an ACD agent
• Controlling after-hours service

ACD Resiliency
ACD resiliency provides contact centers with an immediate response to outages and allows IP phones to remain in service in the event that a Mitel 3300 Controller fails, or is taken out of service for maintenance.

In the event of a controller/network failure, IP phones automatically re-register with a secondary 3300 Controller, which then continues to receive calls. Resiliency also means voice communications in progress are not disrupted during network/component failure. ACD resiliency is available with Mitel Contact Center Enterprise Edition.

For information on product and application interoperability, please contact your nearest Mitel office.

• Mitel Contact Center Solutions Overview - English (PDF 399KB)