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What is Automatic Call Distribution (ACD)?
The Automatic Call Distribution Feature Package is offered by the
Mitel Networks 3300 Integrated Communications Platform (ICP). ACD is a
method of switching large volumes of similar calls directly to a selected group of
extensions (Agents). Up to 350 such Agents can be supported. All calls are
distributed equally among the Agents. The calls are all of a similar nature, and
the Agents are trained/equipped to provide the particular information or service
the caller is requesting.
Typical examples of ACD applications include:
·
airline reservation offices
·
telephone order desks for department stores
·
customer service departments of telephone or cable T.V.
companies
When there are more incoming calls than available Agents, the calls may be
routed to recordings. The recordings may advise the callers that all Agents are
busy, and that an Agent will answer as soon as possible. Various recordings may
be provided to inform the caller as to call progress if an Agent is not accessed
immediately, or to advise the caller of information the Agent will require when
connection is established.
The 3300 ICP also directs calls to the Agent so that all Agents are given an equal
workload. A Supervisor usually oversees the operation, monitors the activity of
the Agents, and handles unusual situations which may arise.
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