CONNECTDIALMake ownership clear
Give each queue a purpose and an accountable team. Keep agent membership up to date so calls do not reach an unattended extension.
CONNECTED CONVERSATIONS
Automatic Call Distribution (ACD)
Organize incoming calls into queues and direct them to available agents using the distribution rules supported by your PBX.
Explore all featuresAN EXAMPLE WORKFLOW
Define your queues
Group calls by service, department, or the type of help a caller needs.
Assign your agents
Connect agent extensions to the appropriate queues and define their availability.
Choose a distribution rule
Use the strategy available in your PBX, such as ringing available agents or rotating calls between them.
Review what happens next
Consider waiting messages, queue timeouts, and an alternate destination when the team cannot answer.
What you need
ACD requires a configured PBX, agent extensions, queue membership, and a supported call-distribution strategy. Live statistics also require the reporting connection.
Build a calling workflow that fits your team.
Talk to us about your requirements and the right deployment setup.