Automatic Call Distribution (ACD) is an Avaya Communication Manager feature used in many contact centers. ACD gives you greater flexibility to control call flow and to measure the performance of agents.

ACD systems operate differently from non-ACD systems, and they can be much more complex. ACD systems can also be more powerful because using this you can use features and products that are unavailable in non-ACD systems. See the Avaya Call Center Release 4.0 Automatic Call Distribution (ACD) Guide, 07-600779, for more information on ACD call centers.