ACD – Automatic Call Distribution is an automation feature that routes calls to queues and hunt groups. ACD can maximize agent productivity and responsiveness and reduce holding times and the number of abandoned calls.
ACD is based on priority ranking assigned to agents and groups. You can select an ACD strategy to distribute calls to agents with higher priorities, cycle between priorities, or involve the most idle agents. Calls to agents with identical priorities are distributed with consideration to their recent activity level.
You can also switch off ACD and have all agent phones or TeleConsole apps ring simultaneously, letting the first agent who picks the call handle it.
For queues ACD you can enable exit rules to route calls out of a queue when thresholds for the number of calls or holding times are encountered. There is also an exit rule that checks if agents are logged in the queue. Calls can be routed to other queues, hunt groups, or any of the sixty-plus system destinations and features. An exit rule can also be initiated by callers by placing a callback request to be addressed when an agent becomes available.
ACD strategies for queues are explained here and exit rules are explained here.
ACD strategies for hunt groups are explained here.