ACD

(Automatic Call Distributor). A specialized phone system used for handling many incoming calls. The ACD will recognize and answer an incoming call; will look in its database for call routing instructions. It will send the call to a recording or a voice response unit (VRU) or will send the call to an available agent according to the instructions for that call. An ACD will normally produce management information tracking both calls and agent performance. May also be a switch (PBX) feature and/or the agent state where the extension is engaged in an ACD call (with the agent either talking to the caller or the call waiting on hold).