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ACD (Automated Call Distribution)

ACD enables calls to be intelligently routed to different agents based on pre-defined rules. At a basic level, this may mean that a caller’s DTMF (Dual Tone Multi Frequency) selections in the IVR (Interactive Voice Response) menu define which agent skill-group they speak to (for instance, a reservations line for bookings or a customer service line for enquiries & feedback). At a more advanced level, callers can be routed depending on agent availability, the date or time of day, or any known information about the caller which can be linked to their Calling Line Identity (CLI).