ACD (Automatic Call Distribution)

The following is the definition of ACD from Wikipedia:

"In telephony, an Automatic Call Distributor (ACD) is a device that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration system. ACD systems are often found in offices that handle large volumes of incoming phone calls from callers who have no specific need to talk to a certain person, but want to talk to a person who is ready to serve at the earliest opportunity."

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Created by: pgaz, Last modification: Sun 01 of Feb, 2015 (16:43 UTC) by indhu
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