Automatic Call Distribution (ACD)
The University's telecommunications system offers this advanced feature to departments to manage a high-volume of incoming calls to a main answering point such as a department or clinic main number.
With Automatic Call Distribution (ACD) callers are greeted by a customized announcement and then "queued" on a first come, first served basis until their call can be answered. While they are queued, they can hear music and even customized announcements. This system must be individually customized and planned for. Please call 2-9100 for more information. For more information on ACD, please see our ACD Guide sections, which are included in the links above and below or contact Integrated Client Services and Support at 2-9100.
To submit a request for ACD, please send your request to:
Integrated Client Services & Support
1307 E. 60th St.
1st fl. West entrance
Chicago, IL 60637
Table of Contents
- What is ACD? - Information on ACD and how it works
- Agent and Supervisor Roles - Outlines the roles of Agent and Supervisor
- ACD Functions - Information on various functions of ACD
- Management Benefits - Outlines the benefits of using ACD
- Standard Reports - Information on the reports sent to ACD supervisors
- Rates - View rates for ACD services
- Download the Manual - View or download the ACD manual as a PDF
Last updated: 8/13/08