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Collaboration, Voice & AV · Foundational

Automatic Call Distribution (ACD)

A system that queues incoming calls and distributes them to available agents according to routing rules.

Definition

ACDs use rules such as longest available agent, skills-based routing and priority to choose agents, while queued callers hear announcements and music. They track agent states and generate real-time and historical reports. ACD functionality is built into contact center platforms such as UCCX, UCCE, Webex Contact Center and Teams call queues.

Example

Calls to the billing line are queued and delivered to the agent who has been idle the longest.

Exam tip

ACD distributes calls to agents; IVR collects caller input; both often work together.

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