Basic Automated Call Distribution (ACD)

Northwestern University Information Technology (NUIT) offers Basic Automatic Call Distribution service for University departments and groups that require an efficient method of managing large numbers of incoming calls placed to one or more central Directory Numbers (DN).

Basic ACD processes incoming calls on a first come, first served basis. The system answers each call immediately and, if necessary, holds it in a queue for the next available agent.

NUIT also offers Enhanced Automatic Call Distribution for those University departments and groups that require an elevated level of service.

Features

• Calls held in queue for next available representative
• Thresholds can be programmed to minimize caller wait time
• Supervisors can join live calls for training purposes
• Functions with a multi-line telephone

Cost

The cost is $38.70 per agent or supervisor per month, FY09. Telephone sets are not included.

How to Order

To order Basic ACD, send an e-mail to it-services@northwestern.edu . After the order has been received, a meeting with a service analyst will be scheduled in order to document requirements and discuss options and/or customizations for the new service.