ACD Routing

What is an ACD?

An ACD is a computer telephony function associated with automatic phone answering systems. Here is a common definition for this term:

“In computer telephony, an ACD (Automatic Call Distributor) is a system that automatically distributes phone calls to a specific group of agents.

ACD systems are quite often found in organisations that handle a large volume of incoming phone calls and where the caller has no need to talk to a specific person but does want to speak with a person who is capable of providing information and assistance.

Routing incoming calls is the task of the ACD system. The system consists of switching hardware, phone lines and routing software. The routing strategy is a set of instructions that tells the ACD how calls are handled inside the system.”

An ACD system generally processes incoming phone calls on a first come / first serve basis. However, intelligent ACD’s can route calls based upon caller identification, dialed number, time of day, and custom defined parameters established in an IVR (Interactive Voice Response) program script. Some ACD / IVR solutions enable input and responses to be gathered using voice recognition programs.

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