Automatic Call Distribution for Digital Extensions

Definition

Automatic Call Distribution (ACD) is an automated solution used to distribute a large quantity of incoming calls to a service controlled by the number dialed by the calling party. ACD can only be activated for digital extensions.

Settings

ACD groups are set by the administrator.

Procedure and function

Each service is connected to an ACD group consisting of one or more agents who handle these calls. Thereby it is possible to handle a large number of incoming calls without the need for PBX operators to route the calls. The agents are assigned as members of, and can answer calls from, one or more ACD groups. The selection of an agent can be based on selection priority and type of selection. When all the agents are busy, ACD places the incoming calls in queue and provides a call progress message.