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   Automatic Call Distribution (ACD)

ACD is a system that automatically distributes incoming telephone calls to specific telephone sets or station calls based on the characteristics of the call. These characteristics can include an incoming phone number or options selected by a caller using an interactive voice response (IVR) system. ACD involves the management and control of incoming calls so that the calls are distributed evenly to attendant positions. Calls are served in the approximate order of their arrival and are routed to service positions as positions become available for handling calls.

This figure shows a sample automatic call distribution (ACD) system that uses an interactive voice response (IVR) system to determine call routing. When an incoming call is initially received, the ACD system coordinates with the IVR system to determine the customer's selection. The ACD system then looks into the databases to retrieve the customers' account or other relevant information and transfer the call through the PBX to a qualified customer service representative (CSR). This diagram also shows that the ACD system may also transfer customer or related product information to the CSR.

Automatic Call Distribution Diagram

 

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