Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) maintains an orderly queue, and provides management of inbound calls.

These calls are routed to the most suitable agent or agent group available through Intelligent Call Routing and passed to an agent by ACD. When calls are received, agents are visually notified and can selectively or automatically (at the discretion of the Supervisor) retrieve the next call when the previous call is completed.

When inbound calls arrive at an agent’s desktop, an automated lookup can be completed and account information provided via a screen pop.