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’s 2025 marked a year of pragmatic AI adoption, unprecedented platform robustness, and laying the foundation for the next phase of the PBX. With version 69 reaching exceptional stability, focus has shifted to version 70, which introduces a redesigned admin interface and major architectural improvements in scalability, resilience, and flexibility. Alongside steady expansion of integrations and partner tooling, the roadmap for 2026 emphasizes refined user experiences, modernized apps, and continued investment in reliability over hype.
Delaying PBX upgrades may feel safe in the short term, but real-world dependencies like security standards, app compatibility, and vendor APIs eventually force reactive upgrades at the worst possible time. Staying reasonably current with Vodia PBX versions, rather than clinging to outdated releases or jumping on every new preview, helps maintain security, compatibility, and performance while avoiding emergency upgrades, especially as newer features and OS requirements become unavoidable.
The New York City Department of Education has issued a Request for Expression of Interest signaling its intent to modernize district-wide communications by moving away from legacy landline PBX systems. Serving 1.1 million students across 1,800 schools, the proposed transition to a cloud-based VoIP platform focuses on resiliency, scalability, multilingual capabilities, hybrid deployment options, and integration with Microsoft Teams for more than 150,000 staff members.
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