Automatic Call Distribution

In telephony, an Automatic Call Distributor (ACD) is a device or system that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration (CTI) system.ACD systems are often found in offices that handle large volumes of incoming phone calls from callers who have no specific need to talk to a certain person, but want to talk to a person who is ready to serve at the earliest opportunity.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 why the customer is calling. Sometimes the caller's caller ID or ANI is used, more often a simple Interactive voice response is used to just ask for the reason. ACD servers can cost anywhere between a few thousand dollars to close to millions of dollars for a very large call center handling thousands of calls per day.
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Un sistema Automatic Call Distribution (ACD) deve essere inteso come un sistema PBX capace di instradare, in modo efficace, tutte le chiamate in ingresso verso un insieme di operatori o verso sistemi di risposta automatica Interactive Voice Response (IVR). L'insieme di operatori di un call center sono di solito organizzati in gruppi omogenei; ad esempio ci possono essere gruppi di operatori capaci di parlare una lingua straniera, oppure specializzati a fornire informazioni su un determinato servizio. Un sistema ACD è capace di capire a quale gruppo di operatori accodare ogni singola chiamata. Questo tipo di ottimizzazione consente di far gestire ogni chiamata dal gruppo di operatori più idoneo.
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ACD staat voor Automatic call distribution. Het is het proces binnen een telefooncentrale waarbij de binnenkomende telefoongesprekken automatisch worden verdeeld over de beschikbare medewerkers of IVR applicaties.ACD wordt vaak toegepast bij call centers waarbij vele agenten klanten te woord staan via de telefoon. De binnenkomende telefoongesprekken kunnen worden verdeeld over de beschikbare agenten op basis van een aantal methoden. Zo kan er onderscheid worden gemaakt tussen het kennisnivo van de agenten en worden bepaalde gesprekken over specifieke onderwerpen naar de juiste agent doorgeschakeld.
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ACD, Automatic Call Distribution, är ett kösystem som används för att sätta samtal i kö i en telefonväxel och därefter placera samtalet hos en agent automatiskt. ACD kan även användas för att sätta tillåtna kötider, samla upp statistik för besvarade och tappade telefonsamtal, sätta kömeddelanden som blir upplästa under väntetiden med mera.
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