ACD/UAE

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From the A.C.D. tab within the Fonality Admin Panel, you can quickly access all of the information within your system related to queues. 

A.C.D. stands for 'Automatic Call Distribution', a technology used to evenly distributed inbound calls to selected groups of employees.  

Members of a queue are called 'ACD Agents'.  An ACD Agents can belong to as many queues as you wish.  However, when an agent is marked as 'available' for queue calls, they are available in all queues at once.  Currently, there is no way to selectively login or logout an agent from a particular queue or set of queues.

Each of the sub-categories of the A.C.D. tab listed in the navigation bar to the left contain information explaining the options and configurations available on each page of Fonality's Admin Panel.