The enhanced Automated Call Distribution (eACD) system is an essential tool for campus call centers, providing a means to effectively manage large volumes of incoming phone calls. The system answers each call immediately and, if necessary, holds it in a queue until it can be directed to the next available call center agent.
Please note: The University IT Communication Services team is transitioning groups across Stanford from the existing Avaya Call Center solution to the new Cisco Contact Center Platform in a multi-year project that will implement more modern technology at hundreds of call centers across Stanford and the hospitals. This page will soon be updated with more relevant information. Visit the following page to learn more about the project https://uit.stanford.edu/contact-center-migration-project.