Which feature of 3CX assists in routing calls based on agent availability?

The feature of 3CX that assists in routing calls based on agent availability is automatic call distribution (ACD). ACD is designed to manage incoming calls and distribute them to available agents based on preset criteria, such as skill level, current workload, or availability status. This ensures that calls are efficiently handled by the most suitable agent, which enhances customer satisfaction and optimizes response times.

By utilizing ACD, organizations can effectively manage high volumes of calls and provide a better service experience. It intelligently queues and directs calls, thereby streamlining workflows and ensuring that no calls are missed. This feature is particularly critical in environments with many inbound calls, as it helps maintain order and efficiency in call handling.

Other options like call forwarding, direct dialing, and caller ID serve different purposes, such as rerouting calls to different numbers, allowing direct access to specific extensions without going through an operator, and identifying who is calling, respectively. None of these options provide the same dynamic call routing based on agent status that automatic call distribution does.