The
Automatic Call Distributor is a feature used by companies with a high number of
incoming calls (such as order taking, dispatching, & help desks). An ACD
performs four functions: 1) It recognizes and answers an incoming call. 2) It
checks its database for instructions on what to do with the call. 3) Based on
these instructions, the ACD sends the call to a recording, such as
"somebody with be with you soon, please don't hang up" or to a Voice
Response Unit (VRU). 4) It sends the call to an agent as soon as an agent is
available. There are 10 ACD groups, and a maximum of 30 agents can be logged on
to any ACD queue at any given time with the Telecor voice server.
The Telecor VS1 phone system ACD base package permits up to five agents to log
on simultaneously. Add-on software packages are purchased in increments of five
agents.