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- Automatic_call_distributor abstract "In telephony, an automatic call distributor (ACD) or automated call distribution system, is a device or system that distributes incoming calls to a specific group of terminals or agents based on the customers selection, customers telephone number, selected incoming line to the system, or time of day the call was processed. It is often part of a computer telephony integration (CTI) systemRouting incoming calls is the task of the ACD system. ACD systems are often found in offices that handle large volumes of incoming phone calls from callers who have no need to talk to a specific person but who require assistance from any of multiple persons (e.g., customer service representatives) at the earliest opportunity.The system consists of hardware for the terminals and switches, phone lines, 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. Typically this is an algorithm that determines the best available employee or employees to respond to a given incoming call. To help make this match, additional data are solicited and reviewed to find out why the customer is calling. Sometimes the caller's caller ID or ANI is used; more often a simple IVR is used to ascertain the reason for the call.Originally, the ACD function was internal to the Private Branch Exchange of the company. However, the closed nature of these systems limited their flexibility. A system was then designed to enable common computing devices, such as server PCs, to make routing decisions. For this, generally the PBX would issue information about incoming calls to this external system and receive a direction of the call in response.An additional function for these external routing applications is to enable CTI. This allows improved efficiency for call center agents by matching incoming phone calls with relevant data on their PC via screen pop.A common protocol to achieve this is CSTA; however, almost every PBX vendor has its own flavor of CSTA, and CSTA is quite hard to program because of its complex nature. Various vendors have developed intermediate software that hides these complexities and expedites the work of programmers.Also, these protocols enable call centers consisting of PBXs from multiple vendors to be treated as one virtual contact center. All real-time and historical statistical information can then be shared amongst call center sites.One of the first large and separate ACDs was a modified 5XB switch used by New York Telephone in the early 1970s to distribute calls among hundreds of 4-1-1 information operators.".
- Automatic_call_distributor wikiPageID "40749".
- Automatic_call_distributor wikiPageLength "3921".
- Automatic_call_distributor wikiPageOutDegree "22".
- Automatic_call_distributor wikiPageRevisionID "663699868".
- Automatic_call_distributor wikiPageWikiLink 4-1-1.
- Automatic_call_distributor wikiPageWikiLink 5XB_switch.
- Automatic_call_distributor wikiPageWikiLink Automatic_number_identification.
- Automatic_call_distributor wikiPageWikiLink Business_telephone_system.
- Automatic_call_distributor wikiPageWikiLink Call_center.
- Automatic_call_distributor wikiPageWikiLink Call_centre.
- Automatic_call_distributor wikiPageWikiLink Caller_ID.
- Automatic_call_distributor wikiPageWikiLink Category:Computer_telephony_integration.
- Automatic_call_distributor wikiPageWikiLink Category:Telephone_exchanges.
- Automatic_call_distributor wikiPageWikiLink Communications_system.
- Automatic_call_distributor wikiPageWikiLink Computer-supported_telecommunications_applications.
- Automatic_call_distributor wikiPageWikiLink Computer_telephony_integration.
- Automatic_call_distributor wikiPageWikiLink Information_appliance.
- Automatic_call_distributor wikiPageWikiLink Interactive_voice_response.
- Automatic_call_distributor wikiPageWikiLink New_York_Telephone.
- Automatic_call_distributor wikiPageWikiLink Number_Five_Crossbar_Switching_System.
- Automatic_call_distributor wikiPageWikiLink Phone_call.
- Automatic_call_distributor wikiPageWikiLink Private_Branch_Exchange.
- Automatic_call_distributor wikiPageWikiLink Screen_pop.
- Automatic_call_distributor wikiPageWikiLink Skills-based_routing.
- Automatic_call_distributor wikiPageWikiLink Telephone_call.
- Automatic_call_distributor wikiPageWikiLink Telephony.
- Automatic_call_distributor wikiPageWikiLink Vector_directory_number.
- Automatic_call_distributor wikiPageWikiLink Zip_tone.
- Automatic_call_distributor wikiPageWikiLinkText "ACD splits".
- Automatic_call_distributor wikiPageWikiLinkText "ACD system".
- Automatic_call_distributor wikiPageWikiLinkText "ACD".
- Automatic_call_distributor wikiPageWikiLinkText "Automatic Call Distribution".
- Automatic_call_distributor wikiPageWikiLinkText "Automatic Call Distributor (ACD)".
- Automatic_call_distributor wikiPageWikiLinkText "Automatic call distributor".
- Automatic_call_distributor wikiPageWikiLinkText "Uniform Call Distribution".
- Automatic_call_distributor wikiPageWikiLinkText "automatic call distribution".
- Automatic_call_distributor wikiPageWikiLinkText "automatic call distributor".
- Automatic_call_distributor wikiPageWikiLinkText "call distribution".
- Automatic_call_distributor hasPhotoCollection Automatic_call_distributor.
- Automatic_call_distributor wikiPageUsesTemplate Template:Reflist.
- Automatic_call_distributor wikiPageUsesTemplate Template:Telecommunications.
- Automatic_call_distributor wikiPageUsesTemplate Template:Unreferenced.
- Automatic_call_distributor subject Category:Computer_telephony_integration.
- Automatic_call_distributor subject Category:Telephone_exchanges.
- Automatic_call_distributor hypernym Device.
- Automatic_call_distributor type Article.
- Automatic_call_distributor type Device.
- Automatic_call_distributor type Article.
- Automatic_call_distributor type Exchange.
- Automatic_call_distributor type Feature.
- Automatic_call_distributor type Switch.
- Automatic_call_distributor comment "In telephony, an automatic call distributor (ACD) or automated call distribution system, is a device or system that distributes incoming calls to a specific group of terminals or agents based on the customers selection, customers telephone number, selected incoming line to the system, or time of day the call was processed. It is often part of a computer telephony integration (CTI) systemRouting incoming calls is the task of the ACD system.".
- Automatic_call_distributor label "Automatic call distributor".
- Automatic_call_distributor sameAs Distribuidor_automático_de_llamadas.
- Automatic_call_distributor sameAs Dei-banagailu_automatiko.
- Automatic_call_distributor sameAs Automatic_Call_Distribution.
- Automatic_call_distributor sameAs Automatic_Call_Distributor.
- Automatic_call_distributor sameAs 자동_호_분산기.
- Automatic_call_distributor sameAs m.0b4wt.
- Automatic_call_distributor sameAs ACD.
- Automatic_call_distributor sameAs Q1144193.
- Automatic_call_distributor sameAs Q1144193.
- Automatic_call_distributor wasDerivedFrom Automatic_call_distributor?oldid=663699868.
- Automatic_call_distributor isPrimaryTopicOf Automatic_call_distributor.