AUTOMATIC CALL DISTRIBUTION (ACD)..

An Automatic Call Distribution (ACD) is a system that can recognize, answer, and route incoming calls. ACD's can be small systems maintaining only a few lines up to systems maintaining hundreds of lines for large applications and campaigns.

When the ACD receives an incoming call it will look for specific instructions as to how the call is to be handled. The ACD can route the call to an agent or operator, a recorded message (or Interactive Voice Response – IVR – system), or place it on hold until a live person can receive it.

gPlex ACD systems can route calls to agents or specific IVR menus based on many factors, including recognizing the number called into (DNIS – Direct Number Identification Service), recognizing the number dialed from (ANI – Automatic Number Identification), country of origin, agent availability and expertise, and time of day, just to name a few possibilites.

gPlex ACD engine can route calls and mange queue most efficiently using the following routing methods:

* Round robin
* Longest idle agent
* Ring all agents

Almost any business can benefit from an ACD system but they are particularly useful to customer service centers, inbound service.