Automatic Call Distribution

Automatic Call Distribution

Automatic Call Distribution (ACD) is a means to effectively manage large volumes of incoming phone calls. It allows calls coming in to a central telephone number to be distributed efficiently and equitably among staff members who are primarily responsible for handling inbound calls.

Automatic Call Distribution (ACD) is a means to effectively manage large volumes of incoming phone calls. It allows calls coming in to a central telephone number to be distributed efficiently and equitably among staff members who are primarily responsible for handling inbound calls.

Additionally, the ACD service provides real-time and historical incoming call reports, traffic analysis reports, group reports, and agent-specific reports. This reporting and analytics functionality lets you see at a glance how your operation is performing, so you can reallocate resources quickly in the event of high call volumes or disruption to your normal operations.

The ACD service is only available for VoIP Phone Service.

In addition to monthly costs associated with phone lines, features and sets, the monthly ACD charge is $37 per agent. There is an optional supervisor role available for $75 per month.

Audiences:

  • MU
    • departments
  • MU Health Care
    • departments
  • UM System
    • departments
  • University Extension
    • departments

Requests should be submitted through MyServices.

For additional assistance, contact Tech Support at 573.882.5000.