Automated Call Distribution equitably distributes incoming calls among a designated group of telephones.
Incoming calls are answered in the order of arrival and presented to the ACD agent that has been idle the longest.
When no agents are available, callers will hear a recorded message informing them that all agents are busy and their call will be handled in the order in which it was received. Music will then be played (if a music source is available) and after a period of time a second recording will inform the caller that all agents are still busy. The sequence of music and second recording will be repeated as many times as necessary to assure the caller that he has not been forgotten. When an agent becomes available, the call which has been waiting the longest will be presented to the available agent.
When all agents are "logged out" (in night mode) the system will route calls to a recording or a designated extension.
Without ACD, calls are routed to one extension, which creates a bottleneck; or callers are frequently asked to "please hold", which causes frustration for both parties. If that extension is busy or doesn't answer the caller may hear continuous ringing or get a busy signal.
ITD is currently converting its ACD system from Nortel to Avaya.