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An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the ...
Automatic call distributor; Dialed Number Identification Service (DNIS) PhoneValet Message Center; Predictive dialer; Screen pop; Telephony Application Programming Interface (TAPI) Telephony Server Application Programming Interface (TSAPI) Computer-supported telecommunications applications (CSTA) Multi-Vendor Integration Protocol
A vector directory number (VDN) is an extension on an automatic call distributor that directs an incoming call to a "vector" — a user-defined sequence of functions that may be performed, such as routing the call to a destination, giving a busy signal, or playing a recorded message.
Skills-based routing (SBR), or skills-based call routing, is a call-assignment strategy used in call centres to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It is an enhancement to the automatic call distributor (ACD) systems found in most call centres. The need for skills-based routing ...
Asterisk is a software implementation of a private branch exchange (PBX). In conjunction with suitable telephony hardware interfaces and network applications, Asterisk is used to establish and control telephone calls between telecommunication endpoints such as customary telephone sets, destinations on the public switched telephone network (PSTN) and devices or services on voice over Internet ...
An Automatic call distributor (ACD) is a communication system that automatically queues, assigns and connects callers to handlers. This is used often in customer service (such as for product or service complaints), ordering by telephone (such as in a ticket office), or coordination services (such as in air traffic control ).