Automatic Call Distributor is used to route calls in a call center environment to the appropriate agents, based on factors such as time availability, behavior, and priority levels.(OPTIONAL FEATURE)
Call queues are used to route calls in a first-in-first-out manner to the appropriate extension or group. These extensions can be agents logged into the system. Call Queues can be programmed independently or used with an ACD, where the callers hear an announcement that says something like “thank you for calling, all available agents are busy, please hold for the next available agent, or press N to leave a message”. When the call is ready to be routed, the ACD handles the routing rules.
Allows routing decisions based on time and date. Multiple schedules can be configured, as in the case of departments or locations with different hours of operation.
Route calls based on the number that was dialed. Calls may be routed to an auto attendant, extension, group, phone number, or ACD or Call Queue.