Automatic Call Distribution System for Inbound Calls
SimpleCallCenter's ACD takes every inbound call, parks it in the right queue, and connects it to the best available agent — with fair distribution, rich announcements, and full SLA reporting.
Core ACD Capabilities
Powerful features for efficient call handling and customer experience
Intelligent Call Routing
Takes every inbound call, parks it in the right queue, and connects it to the best available agent with fair distribution across all queues.
Position Announcements
Callers hear periodic queue announcements including their position in line, estimated waiting time, and your custom messages while on hold.
SLA & Timers
Control behavior with timers and thresholds: per-agent ring timeout, max no-answer attempts, wrap-up time, and queue timeouts for optimal performance.
Integrated Voicemail
If nobody is available or a caller waits too long, calls automatically go to voicemail, an AI agent, or another destination seamlessly.
Multi-Queue Support
Agents can belong to several queues at once (e.g., Support + Sales or English + Spanish) with fair routing across all queues.
Detailed Statistics & SLA Reports
Track answered vs abandoned calls, wait times, talk times, missed calls, and wrap-up time with per-hour and per-day SLA reports for each queue.