Carnegie Mellon University

Automatic Call Distributor (ACD)

Automatic Call Distributor (ACD) enables service departments to create call trees and queues, similar to a call center setup, where a call is routed to a queue, then answered when the next available agent logs in to the queue. From the ACD service, you can run call reports for:

  • call volume
  • calling patterns and characteristics
  • agent metrics


Faculty and staff


Request ACD Service (telephone and departmental administrators)


  • Labor (design and configuration): $40 for the first hour, $40 for each additional 30 minutes
  • UC ACD Agent License: $30/month/agent