ACD – Automatic Call Distribution is best described as:

ACD – Automatic Call Distribution is best described as:

• A. A feature in the call handling equipment that sends the call to the next available call taker.
• B. A device that backs up power.
• C. A method for recording screens.
• D. A data retrieval system.

Answer: (A)

Automatic Call Distribution is a feature in the call handling system that routes incoming calls to the next available call taker. In a PSAP, when a 911 call comes in, the ACD places the caller in a queue and automatically connects them to the first telecommunicator who is free and capable of handling the call, often using rules like skills-based routing and current workload to match the right person to the caller. This helps minimize wait times and ensures calls are handled efficiently by trained staff. It’s not about power backup, which would be something like a UPS; it’s also not about recording screens or retrieving data from a system.

Automatic Call Distribution is a feature in the call handling system that routes incoming calls to the next available call taker. In a PSAP, when a 911 call comes in, the ACD places the caller in a queue and automatically connects them to the first telecommunicator who is free and capable of handling the call, often using rules like skills-based routing and current workload to match the right person to the caller. This helps minimize wait times and ensures calls are handled efficiently by trained staff.

It’s not about power backup, which would be something like a UPS; it’s also not about recording screens or retrieving data from a system.