Automatic Call Distribution (ACD)

An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions. Many companies offering sales and service support use ACDs to validate callers, make outgoing responses or calls, forward calls to the right party, allow callers to record messages, gather usage statistics, balance the use of phone lines, and provide other services.

An ACD system routes inbound and outbound telephone calls on predetermined criteria, streamlining the communication process. Traditional Distributors process incoming calls on a first-come, first-serve basis. The software typically answers each call immediately and, if necessary, holds it in a distribution queue until routing it to the next available call center agent. These ACD products can manage multiple queues and keeps a log of group activity, analyze distribution queues, agents, hold time and much more.

ACD can route a call to a representative conditional on defined business rules creating different processing paths for different callers. More sophisticated products can provide automatic routing to telesales agents, web agents or email.

ACD enables call centers to efficiently handle large volumes of incoming calls by distributing them equitably among a designated group of answering positions. Answering positions are then able to provide quality customer service and handle a call from beginning to end without placing the call on hold to answer other incoming calls. Thus, ACD eliminates the juggling effect between incoming callers. ACD answering positions can be located in the same office or in offices in different buildings on campus. Incoming calls are routed transparently and the caller is not aware of location.

An Automatic Call Distribution (ACD) system receives, processes, queues, and evenly distributes multiple incoming telephone calls among staff available to answer them. The system is designed to minimize the amount of time that an incoming caller waits to be connected to a departmental representative, and to minimize the amount of time that a departmental representative waits to be connected to an incoming caller.

With ACD service, instead of receiving busy signals or being sent directly to voice mail, callers are informed that their calls will be answered in the order received. Calls are then put through at the first opportunity. ACD service gives callers information and options that would otherwise be unavailable.

What is an Automatic Call Distribution (ACD) system?

An ACD system is designed to minimize the amount of time that an incoming caller waits to be connected to a departmental representative, and to minimize the amount of time that a departmental representative waits to be connected to an incoming caller.

How does ACD work?

At its most basic level, ACD processes many simultaneous incoming telephone calls and evenly distributes callers among two or more people. With ACD service, instead of receiving busy signals or being sent directly to voice mail, callers are informed that their calls will be answered in the order received. Calls are then put through at the first opportunity. ACD service gives callers information and options that would otherwise be unavailable.

What are the appropriate conditions for ACD service?

ACD service is appropriate in any environment where there are periodically considerably more incoming calls than staff available to answer them. Even in a one-person office, ACD would queue calls in the order they were received until someone could answer them.

How will ACD service work with an existing Call Controller?

ACD and Call Controller services together give callers options which let them choose between departmental functions and services, or being send directly to voice mail. Departments gain the ability to modify messages if circumstances vary, and employees benefit by knowing which service a caller selected because the telephone LCD displays this before calls are answered.