Automatic call distributor

What is an automatic call distributor?
An automatic call distributor (ACD) in telephony is a system that distributes incoming calls to a specific group of terminals used by agents. It is part of a Computer Telephony Integration (CTI) system. ACDs recognize, answer and route incoming calls. They range from small systems with a few lines to systems with a large number of lines for large applications.

An ACD system handles incoming calls based on the numbers called and an associated database of handling instructions. Businesses that provide sales and service support use automatic call distributors to validate callers, route outbound calls, route calls to the right parties, enable callers to record messages, collect usage statistics, balance phone line usage, and various others Provide services.

ACDs provide caller identification such as that provided by DNIS (Dialed Number Identification Service), direct dialing, and so on. They process incoming calls with high volume and distribute them to individual or group extensions. They also distribute calls equally to extensions called agent lines. They only allow a limited number of employees to handle large numbers of calls effectively while assuming that someone is always available on the receiving end to handle calls. An ACD system also keeps a record of peak call times, the number of incomplete calls, and the volume of the incoming call.

ACD systems are widely used in offices that handle large volumes of incoming phone calls from callers who need assistance. The routing strategy is a rule-based set of instructions that tells the ACD how calls are to be handled in the system. This is the algorithm that determines the most suitable employees available to answer the incoming calls. Additional data is also checked to determine the reason for each call, which is determined by a simple interactive voice response (IVR) system. Initially, the ACD function was intended for the private branch of companies.

The system is designed to activate common computing devices. Additional functions for external routing applications include computer telephony integration, which can improve the efficiency of the call center agent by matching incoming calls with important data on a PC. This is achieved through the CSTA protocol (Computer-Supported Telephony Applications).