What is Automatic Call Distribution (ACD)?

 Automatic call distribution (ACD) in

telephony is a software application that resides

in the telephone system that recognizes,

answers, and routes incoming calls to an agent

or operator, a recorded message, or places the

call in queue until a live person is available to

receive it.

ACDs distribute calls equitably between

agents, permitting a limited number of people to

effectively handle a large numbers of calls.

ACDs range in size and complexity from

simple, small systems maintaining a few lines,

up through highly integrated systems utilizing

hundreds of lines.