Application ACD systems route incoming calls to people according to defined rules that may include, for example, the time of day, the day of the week, the geographic location of the caller and the availability of people to respond. The rules should aim to route the call to a person qualified to address the caller's needs. Routing can use caller ID, automatic number identification, interactive voice response or dialed number identification services to determine how calls are handled. ACD systems are often found in offices that handle large volumes of incoming phone calls from callers who require assistance at the earliest opportunity, but have no need to talk to a specific person: e.g., customer service representatives or emergency services dispatch centers.
application acd systems route incoming calls to people according to defined rules that may include for example the time of day the day of the week the geographic location of the caller and the availability of people to respond the rules should aim to route the call to a person qualified to address the caller's needs routing can use caller id automatic number identification interactive voice response or dialed number identification services to determine how calls are handled acd systems are often found in offices that handle large volumes of incoming phone calls from callers who require assistance at the earliest opportunity but have no need to talk to a specific person eg customer service representatives or emergency services dispatch centers