Automated Call Distribution (ACD) Information

NOTE:  This information applies to customers on the University Telephone system only.  This does not apply to UIHC.

Automatic Call Distribution (ACD) is a service offered by ITS that distributes incoming calls to the first available phone or agent in a pre-defined group.  It also manages queues of calls waiting to be answered.  Any department that has two or more lines in a “roll over group” is a candidate for this service.

Only one telephone number is required although more than one number may be directed to a particular ACD group.  Calls are distributed to the group of available agents in a pre-programmed manner according to your needs. If all the agents are busy handling calls, callers may go to a queue, in which they hear a customized greeting, and remain in queue until an agent is free to take the call.  The number of callers that can be placed in queue is predetermined by you based on the average length of your calls and the acceptable length of time to be on hold. 

There is a minimum one-time charge of $350.00 for design and programming of the ACD Group.  This includes consultation, design, limited programming, and training.  Monthly charges are $50.00 per ACD group or application and $25.00 for each agent in the group.  Standard groups will include a customized initial and night announcement and a generic secondary or “Please continue to hold” announcement.

Customized secondary announcements and customized reports are also available at an additional monthly charge.  Each agent position requires a digital telephone that is programmed with special buttons to handle these incoming calls.  If you are considering this service, we can provide you with an estimated cost customized to your environment and needs.

ACD:  Automatic Call Distributor is a phone application that distributes incoming calls to the first available agent position and manages queues of calls.

AGENT:  A person who operates an agent position and handles incoming ACD calls.

AGENT POSITION:  A telephone instrument with extra keys for ACD functions.

ANNOUNCEMENTS:  Recorded messages that the caller hears when they are in queue

Initial Announcement - What the caller hears when all agent positions are busy and the caller is first placed in the queue.

Secondary Announcement – What the caller hears when the call has been n the queue for a predetermined time.

Night Announcement – What the caller hears when the split (ACD group) is closed at night or on a holiday.

LOG ON:  The process by which an agent indicates that he/she is ready to start receiving ACD calls.

PBX LINE:  A direct telephone line provided to each agent position.  It is used for placing and receiving non-ACD calls.

QUEUE:  A software entity that acts like a “pipeline” to hold incoming calls when all the agents are busy.  Calls are distributed from the queue when an agent is free to take the call, in the order that they were received.

REPORTS:  The ACD service provides a variety of reports using an optional Global Navigator client. This allows you to run reports which could include information on the number of ACD incoming calls, the number of calls that were answered, the number of abandoned calls, the average speed of answer, the total queue time of the calls, the queue time of the call that was on hold the longest,  abandoned calls, etc.  There are 90 available reports.

SPLIT:  A group of agent positions, usually by function or department, may also be called an ACD application.

VACANT:  An agent position’s status when no agent is logged on.

WORK MODE:  An agent position’s status when an agent is logged on but is not ready to receive another ACD Call.

Article number: 
Last updated: 
July 14, 2017