The Automatic Call Distribution (ACD) extension allows iTeleCenter to distribute calls to a defined list of PBX extensions. The Administrator will set up PBX extensions. The PBX extension owner will set up Call Forwarding to his or her phone number or numbers. The Administrator will then set up the ACD Extension and assign PBX extensions to that ACD extension.

Watch calls come into the ACD extension and route to a participant’s extension. You can set the distribution to Round Robin or Next Available, monitor calls in the queue, and view statistics including average wait time.

Steps for Setting Up an ACD Extension:

1.  Set up the PBX extensions that will be assigned to the ACD. Set up the Call Forwarding for the PBX extensions or ask the PBX Extension owners to set up their Call Forwarding.

2.  Set up the ACD extension.

3.  On the Configure ACD screen, Configure the ACD extension.

4.  After you finish the ACD configuration, click the Prompts option in the Configuration menu to go to the ACD Prompts screen. Set up the prompts for the ACD extension.

5.  After you finish setting up the ACD prompts, click the Message Notification option in the Configuration menu to go to the Message Notification screen. Set up the message notification for the ACD extension.

6.  After you finish setting up the ACD Message Notification, click the User Setting option in the Configuration menu to go to the User Settings screen. Adjust the user settings for the ACD extension.