What is Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) is a sophisticated telephony system designed to intelligently manage and route a large volume of incoming calls to the most appropriate agents or departments within an organization. It is the core technology that powers call centers, customer support hubs, and sales teams.

The primary function of an ACD is to connect a caller with the next available person who is qualified to handle their inquiry, without the caller needing to know a specific extension. When all agents are busy, the ACD places incoming calls into a queue, often playing music or informational messages on hold, until an agent becomes free.

ACD systems use a rules-based engine to determine where each call should go. Common routing strategies include:

• Skills-Based Routing: Directs calls to agents based on specific qualifications, such as language proficiency, product knowledge, or technical expertise.
• Round-Robin: Distributes calls sequentially to each available agent, ensuring an even workload.
• Least Occupied: Sends the next call to the agent who has been idle for the longest period.
• Time-Based Routing: Routes calls to different locations or departments based on the time of day, day of the week, or holiday schedules.

ACD systems are often integrated with Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) systems to create a seamless customer experience. The IVR can gather initial information from the caller, and the CTI can then use that data to route the call and provide the agent with relevant customer information on their screen as the call connects.