Set Up Automatic Call Distribution (ACD)

Overview

Set up ACD to distribute incoming calls evenly across your support or sales team using queues.

Step-by-Step Guide

Step 1: Create Extensions for Agents

1. Navigate to Extensions
2. Create extensions for each agent (e.g., 201, 202, 203)
3. Have agents register their phones

Step 2: Create the Queue

1. Navigate to Queues
2. Click + Create
3. Name: "Support Queue"
4. Strategy: Round Robin (or your preferred strategy)
5. Set Music on Hold
6. Set timeout and fallback (e.g., voicemail after 2 minutes)
7. Save

Step 3: Add Agents

1. Open the queue
2. Add agent extensions (201, 202, 203)
3. Set agent priority if using skills-based routing

Step 4: Route DID to Queue

1. Navigate to DIDs
2. Edit your support DID
3. Set bridge type to Queue
4. Select "Support Queue"
5. Save

Result

Calls to the support number enter the queue, hear music on hold, and are connected to the next available agent in round-robin order.

Related Articles

• What is a Queue?
• Queue Strategy (Round-Robin, Ring-All, etc.)
• Creating a Queue