ACD ( Automatic Call distribution ) is one of the most useful feature in a telephony application which routes incoming calls to certain extension numbers in a PBX system, or group of numbers depending on parameters like caller ID, dialed number. Previously, ACD feature was a built in feature in a PBX but with its growing usage and complexity, now a days, it is implemented as a separate module or CTI feature. Still, there are many PBX in India, which have ACD as built in feature, though with limited capabilities.
Why ACD is required ?
ACD ( Automatic Call Distribution) is required where there are large number of incoming calls and limited number of people to attend those calls. Without ACD system in place, the calls will not be distributed to uniformly among the people who attend the incoming calls. In a call center or contact center, ACD is particularly required as all human agents needs to be equally divided with incoming calls.
To treat some customers preferentially, ACD can be programmed to detect their caller ID and then route those calls to special executives to handle those calls. This not only reduces waiting period for preferential customers, but also increases customer retention and satisfaction.
How ACD works ?
ACD normally works on algorithm like LRU ( Least recently used) or Round Robin. In LRU, calls are always routed the group or extension which was not recently used. This way, calls are distributed evenly.
In Round Robin or circular distribution, all extensions are routed one by one. This is widely used as it is much easier to implement.
Since ACD is completely software based, many complex “routing schemes” to route incoming calls to desired extension or groups could be developed. ACDs are used in both inbound and outbound call centers and these calls could be routed as per skills who would be attending those calls. This is one of the reason why ACD is implemented as CTI (Computer Telephony Integration) based application now a days. Computer has high computing power without high level language support using which many intelligent routing algorithm could implemented as per business process in contact centers.
Main purpose of ACD is not burden any human agent in a call center and distribute calls equally among them. This can also provide information about human agents for monitoring online. ACD maintains call records which is useful for finding out calls attended by call center executives.
ACD implemented as a separate module on a computer using CTI boards can be very interactive with the usage of voice prompts, hold or wait music etc. IVR, Voice logger etc. could be implemented along with ACD.
ACD functionality is very useful feature in PBX system. Now a days, “plain vanilla” PBX for just making voice calls are no longer needed. One should always look for ACD feature in a PABX, if it does not a built in ACD feature, it should have option to have as a separate module or add on feature.
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