A knowledge base article about ACD - Routing my calls to save cost when disconnecting lines provided by the UC Berkeley IT Service Hub - Knowledge Portal
We offer two services within the PBX, an Auto Attendant and Automatic Call Distribution (ACD) system.
Auto-Attendant (or automated attendant) is a term commonly used in telephony to describe a voice menu system that allows callers to be transferred to an extension without going through a telephone operator or receptionist.
Automatic Call Distribution (ACD) systems are used to handle incoming calls and forward them to an agent who handles the request. Typically this type of service is used to deliver product support, handle information inquiries from customers, or to set up a help desk.
For more information regarding the Auto Attendant and ACD design and implementation, contact TSS at (510) 664-9000 (options 2, 1) or telecom@berkeley.edu.