Roger Stringer
Abstract
In the world of telephony, an automated call distribution (ACD) system is a system that distributes incoming calls to a specific group of agents based on the customer's selection, customer's telephone number, selected incoming line to the system, or time of day the call was processed. We also call this a call center.
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In the world of telephony, an automated call distribution (ACD) system is a system that distributes incoming calls to a specific group of agents based on the customer's selection, customer's telephone number, selected incoming line to the system, or time of day the call was processed. We also call this a call center.
Key concepts: Call management, Call control, Telephony, Telecommunications, Center (category theory), Telephone call, Call centre, Computer science