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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 ...
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.
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 ).
Most office telephone systems have some facility for recording calling volumes, and incoming call timing. Dispatch centers use Automatic call distribution (ACD) groups which can be evaluated for metrics such as average wait time, abandoned calls, and calls per hour. These numeric data can be entered into spreadsheets for analysis of trends.
Call originator - (or calling party, caller or A-party) a person or device that initiates a telephone call by dialling a telephone number. Call waiting - a system that notifies a caller of another incoming telephone call by sounding a sound in the earpiece. Called party - (or callee or B-party) Caller; Calling party; Conference call (multi ...
In computer telephony an automatic dialler (shortened to an auto-dialler or more simply in context just a dialler, and also known as an outbound dialler) is a computer system that makes outgoing calls from a call centre to customers from call agents based upon a loaded list of contacts.
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