Automatic Call Distribution (ACD) is a system that efficiently routes incoming calls to a group of agents, placing callers in a queue with hold music or announcements to prevent lost calls. It's especially beneficial in call centers, where it allows multiple agents to assist customers without waiting for specific individuals. Key features include call logging, advanced routing, performance tracking and CRM integration, all designed to enhance customer satisfaction and operational efficiency.
An agent group, also known as automatic call distribution (ACD), is a system that routes incoming calls to a specific group of agents. Before connecting to an agent, callers are placed inside a queue, allowing agents to deal with incoming calls without losing other callers to busy signals or unanswered phones. While waiting, callers hear music and pre-recorded announcements. Agent groups can be monitored using a number of monitoring methods.
Benefits
Agents can be apart of many ACD groups
An agent can use the CID of the ACD when calling customers
SIP Desktop phones buttons can be programmed for agents to log in and out of groups
Managers can track agent performance
Recordings can be reviewed by managers
WebRTC user portal, make and receive inbound calls
Agent groups are often found in offices that handle high-volume customer calls from callers who do not need to speak with a specific person but who require assistance from any of multiple persons, like sales representatives and airline reservation attendants. Agent groups have a wide range of features that improve agent response time and also outputs agent reports.
Vodia attended CVxExpo 2025, one of the nation’s leading IT and telecom trade shows, to connect with industry leaders and explore the latest innovations in cloud communications and AI. Eric highlighted how this year’s event focused heavily on AI adoption and shared Vodia’s commitment to integrating intelligent call routing, real-time transcription, and 24/7 availability into the Vodia PBX. These enhancements aim to simplify business communications, boost collaboration, and elevate customer experiences for enterprises and service providers.
Microsoft Teams has become a cornerstone of modern business communication, empowering over 250 million users worldwide with tools for collaboration, automation, and productivity. Yet while Teams excels at internal communication, it lacks native support for traditional phone systems and analog devices. That’s where certified integrations like the Vodia PBX come in. As a Microsoft-certified solution, Vodia bridges Teams with SIP phones, VoIP devices, and analog endpoints, enabling businesses to make and receive external calls directly within Teams.
Law firms can now handle client communications more efficiently with the new integration between Vodia and Smokeball, the AI-powered legal practice management software. The integration connects the phone system directly with Smokeball, giving staff instant caller identification, access to related matters, and real-time client insights. By unifying calls and case management in one platform, it helps firms save time, reduce errors, and deliver faster, more informed client service.
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