Definitions for "Automatic Call Distributor"
Keywords:  acd, busier, uniformly, queue, evenly
A programmable device at a call center that routes incoming calls to targets within that call center. After the Intelligent Call Router determines the target for a call, the call is sent to the ACD associated with that target. The ACD must then complete the routing as determined by the ICR.
A specialized phone system that handles incoming calls or makes outgoing calls. An ACD can recognize and answer an incoming call, look in its database for instructions on what to do with that call, play a recorded message for the caller (based on instructions from the database), and send the caller to a live operator as soon as the operator is free or as soon as the caller has listened to the recorded message.
Edit / See: ACD
Keywords:  identification, number