Automatic Call Distributor (ACD)

Phonexa’s Automatic Call Distributor is a call management feature that accurately redirects incoming calls to the appropriate recipients based on your callers’ answers from the IVR questionnaire.


Our Automatic Call Distributor (ACD) communicates with our advanced, multi-level IVR in order to connect your callers to the requested parties. Our ACD has been perfected to route high call volumes through a complex database of call handling instructions. Phonexa’s ACD is especially helpful for companies that want to balance their phone lines, forward calls, and make automatic callbacks, all while handling a heavy amount of call traffic.


  • Works hand-in-hand with our leading IVR
  • Data-driven, skill-based routing
  • Automatically routes calls based on caller demographics
  • Queues calls based on agent availability
  • Distributes calls based on filtration settings
  • Callback options
  • Call forwarding


Accelerates the Call Process

The powerful ACD acts on the best interests of both the consumer and the company by speeding up the call process. Since calls will be routed to the appropriate agent automatically, it will save time for your customers and agents.

Personalizes the Call Experience

Since the ACD works with our IVR and Call Analytics, it is able to automatically route calls based on caller demographics. This thoughtful feature personalizes the caller experience by connecting your callers with an agent that potentially shares their language.

Improves Call Flow

If all your agents are unavailable, the ACD will give your customers the option to receive a callback once agents are available, or it can also queue the calls until an agent is available. This function clears up the queue and improves your overall call flow.

Easily Customizable

Phonexa’s ACD allows you to customize your routing scenario effortlessly, even if you’re setting up a more complex routing strategy. All changes are under your control and are applied in real-time.
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