Glossary

ACD – Automatic Call Distributor
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ACD – Automatic Call Distributor

A device that handles a large number or incoming calls. An ACD performs four functions: first, it recognizes and answers incoming calls; second, it looks in a database to decide how to route the call; third, based on these instructions, it sends the call to an answering position based on a pre-determined, logical answering pattern. (Or, if all positions are busy, the ACD plays a recorded message and places the call in a queue until an answering position becomes available). Finally, the ACD connects the call to an agent, once that agent has completed the previous call.

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