Automated Call Distribution Automated call distribution is an extremely powerful productivity tool for organizations which receive a lot of incoming calls. Until now, most companies could never afford ACD since traditional PBX vendors require add-ons costing thousands or tens of thousands of dollars to support it. Even then, their ACDs are designed for full-time call centers where you have dozens or hundreds of people in a single building. The VirtualPBX turns the entire continent into a virtual call center. Let's take the example of a marketing organization with sales people working out of their homes.
Some people are in California, some in North Carolina, some in Texas.
With the VirtualPBX, all of these people can be put together into a single workgroup, and receive calls through a single company 800 number. Here are a couple of examples of how ACD behaves in this situation. In this scenario, you receive occasional incoming calls, and want to make sure these calls are evenly distributed to your sales force. The ACD service, when it receives a call for a workgroup, sends the call to the person who has been idle for the longest period of time. This approach insures that incoming calls are distributed evenly to your salespeople.