Automatic Call Distribution (ACD)uniformly distributes calls among member agents of a programmed ACD Group. When a call rings into an ACD Group, the system automatically routes the call to the agent that has been idle the longest. Automatic Call Distribution is much more sophisticated and comprehensive than Department Calling and other group services - it can accurately judge the work load at each agent and distribute calls accordingly. The system allows up to 64 ACD Groups and 512 ACD agents.
You can put any agent in any group. In addition, an agent can be in more than one group. This allows, for example, a Technical Service representation to answer Customer Service calls at lunch time when many of the Customer Service reps are unavailable.
The ACD Master Number is the "extension number" of the whole group. Calls directly ringing or transferred to the ACD Master number enter the group and are routed accordingly.
