Automatic Call Distribution is a system that automatically distributes incoming telephone to specific telephone sets or stations calls based on the characteristics of the call. These characteristics can include an incoming phone number or options selected by a caller using an interactive voice response (IVR) system. ACD is the process of management and control of incoming calls so that the calls are distributed evenly to attendant positions. Calls are served in the approximate order of their arrival and are routed to service positions as positions become available for handling calls. Key Telephone System
Automatic Call Distribution intelligently handles and routes incoming calls based on business-specific criteria, such as next available employee, specific skill set, workload, group, geography, and more.
A service that allows incoming calls directed to the same dialed number to be routed to one of multiple agents, all of whom can provide the same service to the calling party and are assigned to the same ACD group. Automatic call distribution enables the efficient distribution of a high volume of incoming calls, by directing each call to the first available agent. The common dialed number is often referred to as the ACD pilot number.
A PBX feature that allows incoming calls to one dialed number to be routed to any member of the ACD group, all of whom can provide the same service to the calling party. Automatic call distribution enables the efficient distribution of a high volume of incoming calls.
A software application, that runs on a telephone system, which enables many customers to call one phone number and then for the calls to be efficiently distributed in a predetermined order. The distribution order is determined by system configurations. Functions such as workload leveling and hunt group options are standard.
A system used to systematically distribute incoming calls to a number of operators (called agents). Agents are usually sales or service people.
Use of computing and telephony resources to direct a call to the most appropriate call handler in the shortest possible time, attempting to ensure that the caller is satisfied, that incoming call queues are managed effectively and that the call handling resources are efficiently and effectively employed. Availability An umbrella term that includes reliability (including resilience), maintainability, serviceability and security. A common definition of availability is 'the ability of a component or IT service (under combined aspects of its reliability, maintainability and security) to perform its required function at a stated instant or over a stated period of time'. Service availability is sometimes expressed as an availability percentage, i.e. the proportion of time that the service is actually available for use by the customers within the agreed service time
PBX feature that distributes incoming calls to hunt groups (called splits or skills) of available agents. ACD hunt groups may be assigned with a queue for when all agents are busy as a call arrives, the call will be queued and wait for an available position. Once an agent becomes available, the call will be routed to the position.
ACD enables the efficient direction and management of large numbers of incoming calls to specified terminals or departments within an organization.
ACD directs incoming calls to designated stations in a specified order of priority.
