A specialized telephone device used to evenly distribute incoming calls to a specific group or groups of agents (individuals). Some ACD functions are: hold calls in queue for completion, provide call counts, queue statistics, and agent performance information

Device that handles heavy incoming call volume. It sends a call to the first available answering position or, if all positions are busy, plays a recorded message and puts calls in a queue until an answering position becomes available.

ACD routes an office's calls to all available personnel so that calls are evenly distributed. Calls can be routed in different patterns. It might be Uniform, which distributes the calls/work evenly throughout the group of workers, or Top-Down, which distributes the calls from the top to the bottom. The ones on the top are kept busier than the ones on the bottom, or Specialty Routing, which distributes calls to those who are most likely to be able to help the caller. More importantly, ACD produces management information in three sorts. 1. It tracks the arrival of incoming calls (when, how many, which lines, from where, etc.) 2. It tracks information on Abandoned Calls (how many callers were put on hold, asked to wait and didn't.) This information is very important for staffing, buying lines from the phone company, figuring out what level of service to provide and what different levels of service might cost. 3. It tracks information on the origination of the call. This allows the ACD to look up a caller's records to offer the caller better/faster service.

A device that attaches to a telephone system to connect incoming calls to a given extension or any free extension without operator intervention. It routes high volume incoming telephone calls to available extensions while collecting management information on both callers and attendants.

(ACD) A system used to uniformly distribute incoming calls to a number of "operators".

System designed to distribute a large volume of incoming calls uniformly to a number of operators or agents, e.g., for airline reservations.

A device used to efficiently manage the high volume of incoming calls to a Call Center.

A telephony technology that answers a call and routes or distributes it to the next available analyst based on pre-established rules and provides hold queues for calls.

A C D. A specialized phone system designed originally for handling many incoming calls, now increasingly used by companies also making outgoing calls. An A C D performs four functions: 1. It will recognize and answer incoming calls, 2. It will look in its database for instructions on what to do with that call, 3. Based on these instructions, it will send the call to a recording or to a voice response unit, 4. It will send the call to an agent as soon as that operator has completed his/her previous call, and/or the caller has heard the canned message. The term Automatic Call Distributor comes from distributing the incoming calls in some logical pattern to a group of operators. That pattern might by Uniform (to distribute the work uniformly), it may be Top-Down (the same agents in the same order get the calls are kept busy. The ones on the top are kept busier than the one at the bottom), or it may be Specialty Routing (the calls are routed to persons most likely to be able to help the caller the most).

That part of a telephone system that recognizes and answers incoming calls and completes these calls based on a set of instructions contained in a database. The ACD can send the call to an operator or group of operators as soon as the operator has completed a previous call or after the system has played a message to the caller.

A switching system which automatically distributes incoming calls to a group of attendants. If no answering positions are available, the calls will be automatically put on hold until an attendant is free.

A system designed to evenly distribute heavy incoming call traffic among multiple attendants.

(ACD): Equipment used to distribute large volumes of incoming calls in an approximate order of arrival to call answerers not already working on calls or to "hold" calls until call answerers become available.

An Automatic Call Distributor (ACD) is a call center systems resource that processes, distributes, tracks and reports incoming call activity. Depending on systems features and defined business rules, ACD systems can perform a wide variety of tasks in the contact center including queuing of calls, routing of calls, tracking and reporting of call statistics and other key management functions.

The specialized telephone system used in incoming call centres. It is a programmable device that automatically answers calls, queues calls, distributes calls to agents, plays delay announcements to callers and provides real-time and historical reports on these activities. May be a stand-alone system, or ACD capability built into a CO, network or PBX.

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.