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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 ...
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 ).
The Nortel Norstar, previously the Meridian Norstar, was a small and medium-sized business digital key telephone system introduced by Nortel (formerly Northern Telecom) and later sold to Avaya. It featured automatic call distribution, and supported up to 192 extensions.
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
Telax Hosted Call Center, is the trading name of Telax Voice Solutions Inc., formerly Telax Systems Inc. A privately held application service provider delivering automatic call distribution (ACD), self-service IVR, business intelligence tools and VoIP services, to a network of enterprises, government organizations, ISPs and other service providers across North America.
Early-1970s Telephone Exchange model TESLA Automatic system Early model 464G Western Electric key telephone set. A business telephone system is a telephone system typically used in business environments, encompassing the range of technology from the key telephone system (KTS) to the private branch exchange (PBX).
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.
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.
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