Auto Call Distribution (ACD)

Automatic Call Distribution (ACD) function provides Workgroup and Call Queuing capability to increase productivity within your organization, and is capable of handling any number of call queues and complex routing schemes. The system can intelligently distribute incoming calls among banks to call-handling agents.
If all lines are busy in a workgroup, callers will be forwarded to a queue and distributed to a first available agent. While in queue, your PBX system will play music or a sequence of recorded promotional messages to the callers. Your customers have the option of transferring out of the queue to the operator, to a voice mailbox, or IVR/FOD functions at any time. A statistics report for the hold queue will be provided to the administrator for management of manpower deployment.