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 ADS Telecommunications at the number below.  The ADS Project Management Office and the vendor partner Interactive Intelligence will design a solution based on the department/agency requirements.

Self Service Portal – Log into LANDesk

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 – Log into LANDesk

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
  • ADS Service Desk: Monday –Friday 7:45 a.m. to 4:30 pm
Non-Business Hours

ADS does not traditionally respond to issues after business hours. ADS 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 ADS employee who will triage the reported issue and follow proper procedures to restore activities to normal operations

Request Fulfillment Goal

For normal (standard) service requests, please see the Customer Support Service Level Agreement.
 If requesting new service to be set up, fulfillment will depend on the size of the project.

Resolution Goal

Issues will be prioritized and resolved based on priority.  Please refer to the Customer Support Service Level Agreement for definitions of priority levels and resolution goals for each level.

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, one-time setup costs

  • CC1 License  - $810 per agent
  • CC2 License - $1,185.00 per agent
  • CC3 License - $1,535.00 per agent
  • Business User - $1,535.00 per agent
  • Unified Messaging - $35.00 per agent
  • Faxing - $10.00 per agent
  • Supervisor - $625.00 per agent
  • Feedback - $380.00 per agent
  • Recording - $380.00 per agent
  • VoIP Implementation - To be determined
  • Hardware - (VoIP phones – to be determined)

Description/Service Component yearly costs

  • Basic Session - $150.00 per channel
  • Advance Session - $375.00 per channel
  • Primary Rate Interface (PRI) Circuit Costs -- to be determined based on usage (to be billed monthly)

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.

133 State Street
Montpelier, VT 05633
(802) 828-4141

For Customer Support, please call 802-828-6620 or toll free 855-828-6620

  • ADS Service Desk/Telecommunications:   Option 1
  • Vision/HR Helpdesk: 802-828-6700: Option 2

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