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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 successor to the DMS-100 is the Communication Server 2000 (CS2K), which shares many components and software with the DMS. The significant difference is the addition of VOIP technology into the CS2K. [9] In 2010, Genband purchased Nortel Networks' Carrier VoIP and Application Solutions (CVAS) business for $182.5 million. Nortel is now defunct ...
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 ).
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be coordinated.
The introduction of Session Initiation Protocol (SIP) means that point-to-point communications are no longer restricted to voice calls but can now be extended to multimedia technologies such as video. IVR manufacturers have extended their systems into IVVR (interactive voice and video response), especially for the mobile phone networks.
Virtual queue is a concept used in both inbound call centers and other businesses to improve wait times for users. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center.