Automatic Call Distribution

Eligible: Faculty & Staff

Availability: 24 Hours, 7 Days

Support: Monday - Friday, 8:00 a.m. - 6:00 p.m.

AKAs: ACD

Description

Used in high volume areas, Automatic Call Distribution (ACD) distributes incoming calls to a central number in a predetermined pattern to your office staff. Calls are routed in the order received to the next available representative. ACD service is only available in conjunction with digital telephones. 

Restrictions

  • Required: Digital lines and phone sets.

Features/Benefits

  • ACD allows a department to better manage staff members who are primarily responsible for handling inbound calls. An important part of the ACD package is monthly reporting capability. It provides valuable information such as: number of calls handled (by group and agent), percentage of calls abandoned, maximum time a caller spent waiting in queue, and average length of time required to handle a call. 

Costs

  • Monthly Charge $36.05 and Installation Charge is Time and Materials.

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