Automated Call Distribution (ACD)

What is this Service?

Automatic Call Distribution (ACD) is a system that can recognize, answer and distribute incoming telephone calls. When the ACD system receives an incoming call it will look for specific instructions as to how the call is to be handled. The ACD system that the State of Vermont has deployed is highly customizable and able to fit nicely in virtually any situation small or large.

What is Included?

The ACD can route the call to an agent or operator, a recorded message (or Interactive Voice Response – IVR – system), or place it on hold until a live person can answer it. ACD can be set up to route calls based on many factors, including recognizing the number dialed, agent availability and expertise and time of day, just to name a few possibilities.  There are many other features that can be utilized and would be discussed when initiating a new project.

Key Standard Features:

  • Call Prioritization
  • Detailed Call Reports
  • Call Recording
  • Music on Hold
  • Allows Agent to answer Multiple Lines
  • Off Site Capabilities – allows routing to multiple sites and remote or home workers
  • Call Monitoring by Supervisor
  • Custom Hold Messages
  • Advanced Call Routing Options
  • Business continuity with calls able to be diverted at will as the emergency need arises

Non-Standard Features:

  • Dialer service – application can auto dial a group of numbers for things such appointment reminders
  • Faxing Distribution

How Do I Obtain This Service?

User Request Process for Service Features:

If you have questions or would like more information, please contact DII Telecommunications at the number below.  The DII Project Management Office and the vendor partner Interactive Intelligence will design a solution based on the department/agency requirements.

  • Self Service Portal – The Self-Service Portal can be accessed via the following web link:
  • Call 802-828-6620 or toll free 855-828-6620, option 2

How Do I Receive Support for This Service?

To request support for this service, contact the Service Desk to open a support ticket:

  • Self Service Portal – The Self-Service Portal can be accessed via the following web link:
  • Call 802-828-6620 or toll free 855-828-6620, option 2

ACD-VOIP User Information

Service Maintenance Schedule

If needed, the maintenance window of opportunity is Saturday 12:01 a.m. through Sunday 7:00 a.m.

Service Performance

Availability Goal:

    Service/Application Availability:

  • ACD Application: 99%.  System is available 24 x 7 (except during standard defined maintenance windows)

    Support Availability:

  • DII Service Desk: Monday –Friday 7:45 a.m. to 4:30 pm

Non-Business Hours:

DII does not traditionally respond to issues after business hours. DII staff is only available via "best effort" after hours. Support calls placed after 4:30 PM and weekends/holidays will be redirected to Contact Communications. Issues requiring immediate attention will be forwarded to the appropriate DII employee who will triage the reported issue and follow proper procedures to restore activities to normal operations

Request Fulfillment Goal:

Resolution Goal:

Service Costing

Below are costs per license/agent, and maintenance.  These would be discussed with you when requesting new service and determining what is needed for your project.  The list below is not all inclusive, but is a good representation of what may be required.


Description/Service Component:

Service Cost

Other details

These are one-time setup costs:



  CC1 License


Per agent

  CC2 License


Per agent

  CC3 License


Per agent

  Business User


Per agent

  Unified Messaging


Per agent



Per agent



Per agent



Per agent



Per agent

VoIP Implementation


To be determined



(VoIP phones – to be determined)



Description/Service Component (yearly costs):

Service Cost

Other details

Adding a PRI*



  Basic Session


Per channel

  Advance Session


Per channel





There are annual maintenance and support fees for the ACD platform that are shared by all ACD users proportionally based on licensing and features used.

*PRI = Primary Rate Interface (the connection from the ACD phones to the network that enables communication.

  **Excludes toll free charges.  **