Administrator’s Guide for Akuvox SP-R5xP IP Phones
Akuvox Proprietary and Confidential. Copyright © 2014 Akuvox network Co., Ltd..
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Automatic Call Distribution
An automatic call distributor (ACD) in telephony is a system that distributes incoming calls to a
specific group of terminals used by agents. It is a part of a computer telephony integration (CTI)
system. ACDs recognize, answer and route incoming calls. They range from small systems
maintaining a few lines up to systems maintaining a large number of lines for large
applications.
ACD depends on support from a SIP server. ACD is disabled on the phone by default. You need
to enable it on a per-line basis before logging into the ACD system
When an IP phone user logs into the ACD system, the server will monitor the phone status.
When there is an incoming call, then ACD system will decide whether to assign an incoming
call to the user’s IP phone. When the phone status is changed to unavailable, the server stops
distributing calls to the IP phone.
