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predictive dialers and crm software
computer telephony software predictive dialer

Automatic Call Distribution
Predictive Dialer
Business Phone Systems
Auto Attendant Software

predictive dialers and crm software
Automatic Call Distribution
ACD Software
Phone Software
Call Distribution
ACD Programming
Auto Attendant
Call Routing
Call Distributor
ACD Phone System
ACD Applications
ACD Systems

DSC Tech Library

ACD Automatic Call Distribution

acd system and auto call distribution system route calls This section of our technical library presents information and documentation relating to ACD Systems and Automatic Call Distribution software and products. Automatic call distribution systems are the heart of inbound call centers. ACD systems are call routing utilities for incoming calls and can be even used to route calls originated by our predictive dialer to the next available agent. Our PACER and Wizard phone systems comes with a complete automatic call distribution system for call routing.

The PACER and Wizard ACD system and automatic call distributor can route calls based on the dialed phone number (DNIS) and the time of day. Additionally, the PACER IVR system can intelligently route calls using complex conditional logic.

ACD Call-Handling Elements

Taken from The Irwin Handbook of Telecommunications 3rd Edition © Pantel, Inc., 1989, 1992, and 1997

Every ACD call has the following elements, as illustrated by the above flow chart: 
  • Answering the call.
  • Identifying or determining who the caller is and what he or she wants.
  • Queuing or holding the call for an agent if none is immediately available.
  • Informing, which is keeping callers informed as to the status of the call and providing information to callers while they wait in queue.
  • Routing, which is sending the call to the appropriate service agent.
  • Service Delivery.
  • Termination of the call.