What Is An ACD System?
“ACD (Automatic Call Distribution) is a computer telephony integration technology that automatically distributes incoming calls to unique groups of phone answering agents. ACD phone systems are usually found in organizations that process large volumes of phone calls. In most of these types of organizations (such as customer support or sales), the caller has no specific need to talk to a certain person. The caller simply wishes to speak with a person capable of providing the necessary support and information. The ACD phone system’s primary responsibility is to route these calls in the most effective manner. The ACD phone system consists of switching hardware, phone lines and routing software. ACD routing strategy is a set of instructions that tells the ACD how calls are handled within this system.” DSC provides two unique series of phone systems, both of which support our common ACD technology. The PACER phone system supports multiple T1 (digital) phone lines while our WIZARD analog pho
