Automatic call distributor
Encyclopedia
In telephony
, an Automatic Call Distributor (ACD), also known as Automated Call Distribution, is a device
or system that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration
(CTI) system.
Routing incoming calls is the task of the ACD system. ACD systems are often found in offices that handle large volumes of incoming phone calls from callers who have no need to talk to a specific person but who require assistance from any of multiple persons (e.g., customer service representatives) at the earliest opportunity.
The system consists of hardware for the terminals and switches, phonelines, and software for the routing strategy. The routing strategy is a rule-based set of instructions that tells the ACD how calls are handled inside the system. Typically this is an algorithm that determines the best available employee or employees to respond to a given incoming call. To help make this match, additional data are solicited and reviewed to find out why the customer is calling. Sometimes the caller's caller ID
or ANI
is used; more often a simple Interactive voice response
is used to ascertain the reason for the call.
Originally, the ACD function was internal to the Private Branch Exchange of the company. However, the closed nature of these systems limited their flexibility. A system was then designed to enable common computing devices, such as server PCs, to make routing decisions. For this, generally the PBX would issue information about incoming calls to this external system and receive a direction of the call in response.
An additional function for these external routing applications is to enable CTI
. This allows improved efficiency for call center agents by matching incoming phone calls with relevant data on their PC via screen pop
.
A common protocol to achieve this is CSTA
; however, almost every PBX vendor has its own flavor of CSTA, and CSTA is quite hard to program because of its complex nature. Various vendors have developed intermediate software that hides these complexities and expedites the work of programmers.
Also, these protocols enable call centers consisting of PBXs from multiple vendors to be treated as one virtual contact center. All real-time and historical statistical information can then be shared amongst call center sites.
One of the first large and separate ACDs was a modified 5XB switch used by New York Telephone
in the early 1970s to distribute calls among hundreds of 4-1-1
information operators.
Telephony
In telecommunications, telephony encompasses the general use of equipment to provide communication over distances, specifically by connecting telephones to each other....
, an Automatic Call Distributor (ACD), also known as Automated Call Distribution, is a device
Information appliance
In general terms, an information appliance or information device is any machine or device that is usable for the purposes of computing, telecommunicating, reproducing, and presenting encoded information in myriad forms and applications....
or system that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration
Computer telephony integration
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated...
(CTI) system.
Routing incoming calls is the task of the ACD system. ACD systems are often found in offices that handle large volumes of incoming phone calls from callers who have no need to talk to a specific person but who require assistance from any of multiple persons (e.g., customer service representatives) at the earliest opportunity.
The system consists of hardware for the terminals and switches, phonelines, and software for the routing strategy. The routing strategy is a rule-based set of instructions that tells the ACD how calls are handled inside the system. Typically this is an algorithm that determines the best available employee or employees to respond to a given incoming call. To help make this match, additional data are solicited and reviewed to find out why the customer is calling. Sometimes the caller's caller ID
Caller ID
Caller ID , also called calling line identification or calling number identification or Calling Line Identification Presentation , is a telephone service, available in analog and digital phone systems and most Voice over Internet Protocol applications, that transmits a caller's number to...
or ANI
Automatic number identification
Automatic number identification is a feature of telephony intelligent network services that permits subscribers to display or capture the billing telephone number of a calling party. In the United States it is part of Inward Wide Area Telephone Service . ANI service was created by AT&T for...
is used; more often a simple Interactive voice response
Interactive voice response
Interactive voice response is a technology that allows a computer to interact with humans through the use of voice and DTMF keypad inputs....
is used to ascertain the reason for the call.
Originally, the ACD function was internal to the Private Branch Exchange of the company. However, the closed nature of these systems limited their flexibility. A system was then designed to enable common computing devices, such as server PCs, to make routing decisions. For this, generally the PBX would issue information about incoming calls to this external system and receive a direction of the call in response.
An additional function for these external routing applications is to enable CTI
Computer telephony integration
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated...
. This allows improved efficiency for call center agents by matching incoming phone calls with relevant data on their PC via screen pop
Screen pop
In call centers that provide integration between a telephone system and an agent's desktop , a screen pop is a window or dialog box that autonomously appears on the desktop, displaying information for a call simultaneously sent to that agent's telephone....
.
A common protocol to achieve this is CSTA
Computer-supported telecommunications applications
Computer-supported telecommunications applications is an abstraction layer for telecommunications applications. It is independent of underlying protocols. It has a telephone device model that enables CTI applications to work with a wide range of telephone devices. Originally developed in 1992,...
; however, almost every PBX vendor has its own flavor of CSTA, and CSTA is quite hard to program because of its complex nature. Various vendors have developed intermediate software that hides these complexities and expedites the work of programmers.
Also, these protocols enable call centers consisting of PBXs from multiple vendors to be treated as one virtual contact center. All real-time and historical statistical information can then be shared amongst call center sites.
One of the first large and separate ACDs was a modified 5XB switch used by New York Telephone
New York Telephone
The New York Telephone Company was organized in 1896, taking over the New York City operations of the American Bell Telephone Company.-Predecessor companies:...
in the early 1970s to distribute calls among hundreds of 4-1-1
4-1-1
4-1-1 is the telephone number for local directory assistance in the United States and Canada. One exception is the Pacific Northwest, which used 1-1-3 until the mid-1980s. Until the early 1980s, 4-1-1 calls were free in most states....
information operators.