Service DescriptionA 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 AvailabilityIn-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)
All UNC-CH faculty and staff