# Network ACD - Call Distribution

The Networked ACD feature is built around the ACD Path (a flexible call routing method for handling an incoming ACD call). When calls enter the ACD path, the path programming determines where the call will be routed. Networked ACD allows an incoming ACD call to be handled by an agent at a different system from where the call was received.

NOTE: Calls are queued for an agent skill group based on their priority and order of arrival at that path.

A path contains one primary agent skill group and up to three overflow groups. Calls that overflow maintain their position in the queue at the prime agent skill group and all overflow groups. Agent group overflow timers determine how long a call waits on a group before overflowing.

When an ACD path is unavailable, calls can be routed to a "path unavailable" answer point. A path becomes unavailable when any of the following occurs:

- The path directory number is placed in do not disturb (DND) mode.

- The primary and all programmed overflow agent skill group directory numbers are put in the DND mode.

- All members of all agent groups in the path are logged out.

- All agent groups are either in DND mode or have no agents logged in.