Automatic Call Distribution (ACD)

Service Description

A Automatic Call Distribution (ACD) system provides equitable distribution of incoming calls to the next available agent's line. An ACD provides call queuing with queue announcements and music on hold if requested. ACD provides real-time call statistics for queue and agents and allows feature rich configuration for large, complex call centers. ACD more equitably distributes and manages calls as opposed to a simple line hunt, or rollover, which simply hunts from the first line to the last for availability.

Hours of Availability

In-service and emergency support: 24 hours a day – 7 days a week (subject to periodic scheduled downtime for system maintenance and repair) New service provisioning: Monday through Friday – Normal University working hours (excluding observed holidays)

Customer

All UNC-CH faculty and staff

Customer Responsibilities

Customer must submit a service requisition with an approved funding source.

How Do We Charge

ACD service is charged at current vendor cost, plus 10% overhead.

How To Request More Information On Or Request The Service

Contact 962-HELP or submit an on-line service requisition request athttps://itsapps.unc.edu/telreq/