Audio Management Console (AMC

Automatic Call Distribution (ACD)

The EOC receives several types of calls varying in urgency. Triple zero (000) emergency calls take priority over Ambulance Attendance or General Enquiry calls.

When a call comes in, the ACD system determines which calls are answered first and which agent they are delivered to.

ACD shares the workload evenly between agents by delivering the call to the agent who has been waiting the longest.