Automatic Call Distribution (ACD) is a system that can recognize, answer and distribute incoming calls.
When the ACD system receives an incoming call it will look for specific instructions as to how the call is to be handled. The ACD can route the call to an agent or operator, a recorded message (or Interactive Voice Response – IVR – system), or place it on hold until a live person can answer it.
ACD can be set up to route calls based on many factors, including recognizing the number dialed, agent availability and expertise, and time of day, just to name a few possibilities. The ACD system that the university has deployed is highly customizable and able to fit nicely in virtually any situation small or large.
Features
- Call Prioritization
- Detailed Call Reports
- Call Recording
- Music on Hold
- Allows Agent to answer Multiple Lines
- Off-Site Capabilities
- Call Monitoring by Supervisor
- Agent to Agent Instant Messaging
- Custom Hold Messages
- Advanced Call Routing Options
Additional Resources
Agent Module Installer
- Web Agent
- Instructions (PDF)
- Launchpad
Agent Module User Guides
- Admin Guide (PDF)
- Quick Start Guide (PDF)
- Supervisor Guide (PDF)
- Agent Guide (PDF)
Historical Reports User Guides
- Historical Reports
- Manual (PDF)
- Report Notes (Word Doc)
- How to Schedule a Report (PDF)