Glossary:Automatic call distributor (ACD)

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Automatic Call Distributor, automatic call distributor, ACD
A device that distributes large volumes of incoming calls to CSRs. The ACD contains logic that drives routing decisions based on multiple input parameters. Routing parameters can include a combination of data about available CSRs and their skills, and specific information about the call and caller. Common vendors include: Avaya, Aspect, and Cisco.