Automatic call distributor

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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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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automatic calling and answering unit 自动呼叫和应答设备自动呼叫应答机

自动呼叫分配器