Automatic Call Distribution (ACD) allows customers to be put into an "on hold" queue until someone in your company can take their call. It holds the callers' places in line, each being answered in the order it was received. And nobody in the company has to manually connect the busy line - as soon as there's an available phone line, the caller is automatically distributed there. A robust ACD queue is critical for any office of more than 3 people. Things to consider when you configure: First, the system has to know which extensions can take which kind of call - so that if someone presses ‘1' for sales, they actually get to the sales department. The ACD queue should also have music or a recorded message the caller can listen to while waiting. And if there are too many callers for the regular sales team to handle, the owner of the system should be able to decide whether additional calls go to voicemail, keep waiting until someone is available, or start getting routed to other employees. Who gets calls in which order when there's not a backlog of people waiting is also a standard option, so that the system will either balance the workload evenly or prioritize who gets calls based on the business process requirements. HCS will help you configure and optimize these features to take real advantage of this technology.