An automatic call distributor (ACD) or automated call distribution system, is a device or system that distributes incoming calls to a specific group of terminals or agents based on the customer's selection, customer's telephone number, selected incoming line to the system, or time of day the call was processed. 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.
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