Automatic Call Distributor (ACD) Explained

The Automatic Call Distributor, often referred to as ACD, emerged as a solution to minimize reliance on in-person calls and traditional phone systems. It leverages automated systems to handle these interactions more efficiently.

An Automatic Call Distributor is a combination of hardware and software designed to manage both incoming and outgoing communications, especially when the volume of calls exceeds the capacity of human operators. Beyond simply answering phone calls, ACDs equip customer service agents with the tools to handle a wider range of services, including email, fax, online chat, and other internet-based inquiries.

Functions of an ACD

Automatic Call Distributor Figure depicts the typical Automatic Call Distributor system block diagram. As shown user telephones with IP capabilities are connected with PBX and ethernet switches. Routers are provided to connect with internet backbone. There are telephones without IP feature also interfaced with the system.

Here’s a breakdown of the typical functions of an ACD:

• Intelligent Call Routing: Routes incoming calls to the agent who has been idle for the longest period.
• Skill-Based Routing: Routes incoming calls to specific agent groups based on the number dialed, ensuring the caller reaches the most appropriate team.
• Queue Management: If all agents are busy, the system holds the call and places it in a queue using queue management software. It also provides the caller with a message such as, “All our agents are currently busy, please wait for a moment.”
• Multi-Channel Support: Routes email, fax, and chat requests to available agents.
• Outbound Dialing: Dials outbound calls to agents who are not currently handling incoming calls, maximizing agent utilization.
• Call Center Transfer: Transfers calls to appropriate call centers based on factors like labor cost, agent availability, and other pre-defined criteria.

Typical Specifications

When evaluating an Automatic Call Distributor system, consider the following specifications:

• Robust Queue Management Software: This should include features such as unlimited call queues, in-queue call routing, queue caller timeout settings, estimated hold time displays, real-time queue status monitoring, call acknowledgment options, queue-specific music playback, and more.
• Agent Login/Logout Functionality: Simple and reliable agent login and logout features, including auto-logout capabilities.
• Web-Based Administration: Web-based functionalities for remote programming of phone calls, call center management, and operator call control.
• Call Recording and Monitoring: Functionality for recording and monitoring calls for quality assurance and training purposes.
• Call Logging and Reporting: Detailed call logging and comprehensive reporting capabilities for analyzing call patterns and agent performance.
• Multi-Lingual Voice Prompts: Support for voice prompts in multiple languages to cater to a diverse customer base.