ACD

Last Updated : Aug 27, 2019 |

Automatic Call Distribution (ACD) processes and distributes high-volume incoming, outgoing, and internal calls to groups of extensions called hunt groups or splits. Avaya Aura® Communication Manager sends information about ACD operations to Call Management System (CMS) or Avaya IQ, which stores and formats data and produces real-time, historical, and exception reports.

With ACD, system administrators can create an efficient call management environment by:

  • Adding or removing splits or skills, announcements, and agents.

  • Adding trunk groups.

  • Routing calls to splits or skills.

  • Assigning a split supervisor to each ACD split or skill.

  • Determining the ACD measurement criteria.

  • Using CMS for reports that indicate the operational efficiency of ACD.

An agent is a person or a voice response port that answers ACD calls. Companies that operate high-volume call centers, for example, a catalog sales, reservations, or customer service center, use ACD to process and distribute incoming calls to agents. The split supervisor can use Communication Manager and CMS features to monitor the split and agent performance and provide assistance.