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In telephony, an Automatic Call Distributor (ACD) is a device that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration system. A telephone handset A touch-tone telephone dial Telephone The telephone or phone (Greek: tele = far away and phone = voice) is a telecommunications device that transmits speech by means of electric signals. ...
A Device can be taken to mean: an electrical device designed to carry power, but not use it. ...
Jump to: navigation, search Computer telephony integration (CTI), is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated. ...
ACD systems are quite often found in companies who handle a lot of incoming phone calls and where the caller has no specific need to talk to a certain person, but wants to talk to a person who is able to talk to him at the earliest opportunity. A telephone call is a connection over a telephone network between the calling party and the called party. ...
Routing incoming calls is the task of the ACD system. The system consists of hardware for the terminals and switches, phonelines, and software for the routing strategy. The routing strategy is a rule based set of instructions that tells the ACD how calls are handled inside the system. Most of the time this will be a set that determines the best available employee for a certain incoming call. To help make this match, extra variables are taken into account, most often to find out the reason why the customer is calling. Sometimes the caller's caller ID or ANI is used, more often a simple IVR is used to just ask for the reason. ACD servers can cost anywhere between a few thousand dollars to close to the millions of dollars for a very large call center handling thousands of calls per day. Jump to: navigation, search Caller ID (Caller Identity Display or CID) is a telephony network service that transmits the callers telephone number to the called partys telephone equipment during the ringing signal or when the call is being set up but before the call is answered. ...
For the abbreviation or acronym ANI, please see ANI. In Etruscan mythology, Ani was the sky god, perhaps equivalent to the Roman Janus. ...
In telephony, interactive voice response, or IVR, is a computerised system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system. ...
See also
Jump to: navigation, search A call centre (Commonwealth English) or call center (AmE) is a centralized office of a company that answers incoming telephone calls from customers(often for the purposes of product support) , or that makes outgoing telephone calls to customers (telemarketing). ...
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TERAVoice Server is a commercial telephony server platform for Windows, which is also available as a free version. ...
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