October 1, 2014

ACD (automatic call distribution)

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.