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Automated Call Distribution (eACD)

Manage large volumes of incoming calls

The enhanced Automated Call Distribution (eACD) system is an essential tool for campus contact centers to effectively manage large volumes of incoming phone calls.

Avaya eACD VoIP phones plug into a network port instead of a phone port. You must follow a simple log-in procedure when starting up an Avaya VoIP phone; otherwise, the equipment works very much like the standard multiline speaker phones users are accustomed to. An additional data port is available on the Avaya phone, making it possible for a computer and the phone to share a single network port. If you wish to have a dedicated network port for your Avaya phone, you may discuss this request with your service consultant during the planning phase of your service deployment.

The eACD system is provided in four levels of service that accommodate basic through complex requirements. The levels of service are described on the Automated Call Distribution Rates (eACD) page.

Features

eACD service provides programmable features that benefit call processing, agents, and management. For a full list of features, please refer to the Features (Enhanced Tier) page.

  • eACD distributes incoming calls in the order of arrival to the first available agent. The system answers each call immediately and, if necessary, holds it in queue with custom or generic announcements until it can be directed to the next available call center agent. Balancing the workload among agents ensures that each caller receives prompt and professional service.
  • The Stanford eACD system does far more than simply process calls in sequence. You can design it to provide different kinds of treatment to different callers. For example, departments can use eACD to give priority handling to patients (or clients) calling long distance, or to distinguish help desk callers placing orders from those seeking technical support.
  • The Stanford eACD system includes the Avaya Call Management System (CMS), an integrated analysis and reporting solution that keeps you in touch with virtually everything that’s going on in your contact center from evaluating the performance of a single agent or group of agents to managing a contact center with multiple locations worldwide.

Designed For

Examples of contact centers that can benefit from eACD include student support centers, IT help desks, medical clinics (for appointment scheduling), public safety organizations, customer support centers, and ticket sales desks.

To determine if you are a contact center that can use eACD, answer the Client Setup Questions.

Contact centers from each of the following affiliates are eligible to use eACD:

  • Stanford Health Care
  • Stanford Children's Health
  • Stanford University

Requirements

Avaya VoIP phone and a network port.

The following section summarizes the terms and conditions to which a service subscriber agrees when receiving telephone equipment from University IT (UIT).

  • When an end-user confirms the successful delivery and service on their newly provisioned phone, the ownership of the asset transitions from UIT to the paying cost center.
  • Broken phones due to regular wear and tear, manufacturing defects, or quality of service issues will be replaced without additional charges to the client.
  • Monthly recurring payments for the phone will continue even if the directory number (DN) associated with the phone is deleted. Billing for the phone will automatically stop after a continuous 5 year billing term has concluded (assessed on a quarterly basis).
  • As we are unable to stock and track individual client phones, if an end-user insists that UIT take physical ownership of an older phone, the asset will be considered forfeited back to UIT. Even if forfeited, billing for the phone will continue until the asset has been identified as being provisioned for 5 years.

Rates

Refer to the Automated Call Distribution (eACD) rates page for detailed rates.

Get Started

To a setup a new eACD Call Center, a University IT service consultant will be dedicated to your deployment to help you plan, design, and implement your call center. To request, help from a consultant, follow the links below:

  • University affiliates: Submit a Help ticket.
  • Stanford Health Care (SHC) and Stanford Children's Health (SCH) affiliates: Submit a Help ticket.

Get Help

Submit the appropriate ticket.

  • Stanford affiliates:
    • If something is not working properly, submit a Help ticket.
    • If you have a general request, or need to ask a question, submit a Help ticket.
    • If you need to request holiday schedule changes or updates, submit a Help ticket.
  • SHC and SCH affiliates:
    • If something is not working properly or you have a general request, submit a Help ticket.
    • If you need to request holiday schedule changes or updates, submit a Help ticket.

eACD service is monitored 24x7 for performance and component failures.

Learn More

Last modified April 8, 2019