ACD

The ACD (Automatic Call Distribution) feature allows a large volume of calls to the same directory number (called the ACD DN) to be answered by a group of ACD assigned telephones.

Calls are served on a first-in, first-out basis and are distributed among the available telephones (called agent positions) such that the agent position that has been idle the longest is given the first call. This guarantees that the incoming calls are distributed equally to all agents.