ACD Installation Manual 1 - 1
Introduction
1Introduction
SECTION 1 WHAT IS ACD?
1.1 Equitable Distribution of Calls Among Agents
Automatic Call Distribution (ACD) uniformly distributes calls among
member agents of a programmed ACD Group. When a call rings
into an ACD Group, the system automatically routes the call to the
agent that has been idle the longest. Automatic Call Distribution is
much more sophisticated and comprehensive than Department
Calling and other group services – it can accurately judge the work
load at each agent and distribute calls accordingly. Automatic Call
Distribution operation is further enhanced by:
ACD Announcements (which play to incoming callers)
ACD Call Queuing
ACD Overflow
Agent Log In and Log Out Services
Call Monitoring
Enhanced DSS Operation
Flexible Time Schedules
Supervisory Functions
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