An Automatic Call Distributor (ACD) is a telephone
facility that manages incoming calls and handles them based on the number
called and an associated database of handling instructions. Many companies
offering sales and service support use ACDs to validate callers, make
outgoing responses or calls, forward calls to the right party, allow callers
to record messages, gather usage statistics, balance the use of phone
lines, and provide other services.
ACDs often provide some form of Automatic Customer/Caller Identification
(ACIS) such as that provided by Direct Inward Dialing (DID), Dialed Number
Identification Service (DNIS), or Automatic Number Identification (ANI).
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