Automatic Call Distributor

A system with the Automatic Call Distribution (ACD) feature is basically divided into two parts:

The ACD system and the switch. Incoming calls to the ACD portion of the system are compiled in a queue by the switch and answered by a group of assigned ACD telephones. Each ACD telephone, called an agent position, is dedicated to a particular ACD Directory Number (DN) queue.Each queue is defined by its ACD DN. The ACD DN is a unique number of up to seven digits taken from the customer’s numbering plan.

Incoming calls are assigned queue positions based on priority and then first-in order. They are then distributed equally to all active agent positions assigned to that particular queue. The system creates two queues for each ACD DN. They are as follows:

  • incoming calls
  • agent positions ready to receive calls

Operating Parameters

This feature is designed only for telephones with display. This feature is not supported for analog (500/2500) telephones.The Not Ready State is automatically invoked if the supervisor uses the following keys:

  • Observe Agent
  • Call Agent
  • Answer Agent
  • Answer Emergency

When these keys are used, the Activity Code key lamp does not flash.The Activity entry key and Activity key lamp is not affected if the Program key, the Display key,volume up/down, and handsfree keys are used.Activity Codes for Not Ready State cannot be activated during Walkaway, Logged Out, or Make Set Busy States ACD Answering Time in Night Service (Advanced) ACD Answering Time in Night Service enhances ACD Night Service. If Recorded Announcement (RAN) is defined as an ACD Night Service, this feature enables a customer to

ACD System Features

Routing incoming calls is the task of the ACD system. ACD systems are often found in offices that handle large volumes of incoming phone calls from callers who have no need to talk to a specific person but who require assistance from any of multiple persons (e.g., customer service representatives) at the earliest opportunity.

The system consists of hardware for the terminals and switches, phonelines, and software for the routing strategy. The routing strategy is a rule-based set of instructions that tells the ACD how calls are handled inside the system. Typically this is an algorithm that determines the best available employee or employees to respond to a given incoming call. To help make this match, additional data are solicited and reviewed to find out why the customer is calling. Sometimes the caller’s caller ID or ANI is used; more often a simple Interactive voice response is used to ascertain the reason for the call.

ACC Telecom provides call center operations solutions They include:

  • Faster response to callers
  • Efficient call handling
  • More efficient handling of peak hours traffic
  • Increased agent productivity
  • Effective back-up coverage
  • Increased management control
  • Simplified staffing requirements
  • Compatibility with your business

The main advantage of this system is that every call will be assigned a phone number to connect to where a representative is waiting to receive it. It does happen at time when a call gets dropped due to technical problems but that happens rarely. It also makes it easier for the department since they won’t have to determine who will get the call first. They won’t have to fight among themselves.

There are features that are really valuable when it comes to ACD. When a call comes in, call information is immediately recorded. It may include phone number, time of call, who it routed to, how long the call was, and possibly even more depending on the administrators. This makes the call more secure and easy to reference.

Among the very few disadvantages of ACD is that when the system goes down, it is most probable that everything will be affected thus, all of the incoming calls may not push through. Also, if it is mishandled or if the admin uses it unfairly, it would have a tremendous effect to those who will be affected. Some agents may receive the bulk of the call and some may not receive calls at all which could be unfair.

ACD routes inbound and outbound calls on predetermined criteria, streamlining the communication process. A traditional call distributor automatically processes incoming calls on a first-come, first-serve basis. An ACD system typically answers calls immediately and, if necessary, holds it in a queue until it can automatically route it to the next available agent. ACD can manage multiple contact center queues, keep a log of group activities, analyze queues, agents, hold time and much more. Systems can route calls to a representative conditional on defined business rules creating different processing paths for different callers. More sophisticated products can provide routing to support agents, web agents or email.

This entry was posted on Monday, November 28th, 2011 at 8:10 am and is filed under Call Center Solutions. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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