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Automated Call Distribution (ACD / eACD)

The enhanced Automated Call Distribution (eACD) system is an essential tool for campus call centers, providing a means to effectively manage large volumes of incoming phone calls.

eACD replaces ACD, which is no longer offered to new clients. eACD offers greater functionality and more features to busy call centers. IT Services will continue to support existing ACD clients until they move to the new system. Three levels of service — Basic, Standard, and Enhanced — are offered to accommodate basic through complex requirements; see the eACD Service Tiers Comparison Chart.

Examples of call centers that can benefit from eACD include student support centers, IT help desks, medical clinics (for appointment scheduling), public safety organizations, customer support centers, and ticket sales desks.

Avaya eACD VoIP phones plug into a network port instead of a phone port. You must follow a simple log-in procedure when starting up an Avaya VoIP phone; otherwise, the equipment works very much like the standard multi-line speaker phones users are accustomed to. An additional data port is available on the Avaya phone, making it possible for a computer and the phone to share a single network port. If you wish to have a dedicated network port for your Avaya phone, you may discuss this request with your service consultant during the planning phase of your service deployment.

Features

eACD service provides programmable features that benefit call processing, agents, and management. For a full list of features, please refer to the Features (Enhanced Tier) page.

  • eACD distributes incoming calls in the order of arrival to the first available agent. The system answers each call immediately and, if necessary, holds it in queue with custom or generic announcements until it can be directed to the next available call center agent. Balancing the workload among agents ensures that each caller receives prompt and professional service.
  • The Stanford eACD system does far more than simply process calls in sequence. You can design it to provide different kinds of treatment to different callers. For example, departments can use eACD to give priority handling to patients (or clients) calling long distance, or to distinguish help desk callers placing orders from those seeking technical support.
  • Clients have the ability to create management information reports.

Getting started

To begin the process of converting your department's legacy ACD or implementing a new eACD Call Center, submit a HelpSU request. An IT Services service consultant dedicated to your deployment will contact you to start the planning, design, and implementation of your call center.

Learn more

Last modified July 9, 2013