ACD

Stands for automatic call distributor, it is a device that receives, processes, and distributes incoming calls to specific locations or terminals. This device is primarily used for call routing in situations where a large number of calls are received on a continuous basis and rapid call processing is necessary. In contrast with an auto-attendant, which routes calls to a specific location, automatic call distributors are used when customers can interface with multiple sets of people to address their inquiry (calls going to customer service, sales, finance, etc.). The ACD is wired with hardware (terminals, switches, phone lines) and software that dictates the routing strategy and details how calls are handled inside the system.