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Automatic Call Distributor (ACD)

The Automatic Call Distributor uses a combination of strategies to advance callers to different tiers of extensions or groups of extensions.

How It Works


The Automatic Call Distributor works in conjunction with Ring Groups and Call Queues by setting up tiered groups of extensions and callers. When an incoming call enters the group, the Automatic Call Distributor employs the predetermined priority of a call, the call escalation, and the ring strategy for each ring group.

Practical Uses


  • Evenly distribute your calls to your customer service or sales team.
  • Escalate calls that aren’t answered in a specific time frame to other groups.
  • Handle large volumes of calls in the most efficient and customer friendly manner.

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