ACD

Automatic Call Distribution (ACD) is a telephony system that answers incoming calls and routes them to the most appropriate agent or department based on predefined rules such as skill level, availability, or caller priority.

ACD is a core component of modern contact centers and works in tandem with IVR systems to deliver efficient call handling.

When a call arrives, the ACD system evaluates routing rules — which may include round-robin, skills-based, or priority-based distribution — and connects the caller to the right agent. If no agent is available, the call enters a queue with hold music or estimated wait times.

Modern softphone solutions integrate ACD capabilities natively. Platforms like Acrobits Cloud Softphone allow service providers to build white-label apps with built-in call distribution logic.