ACD distribution is based on rules that have been pre-defined according to the company's specific setup or requirements.
Fixed. Calls are routed directly to a specific group of agents, (aka "hunt groups") having a particular skillset (language, technical expertise, etc.) in the same order every time. Incoming calls will ring each time to the first person in the group, and if their line is busy, to the next, and so on. 2.
Also known as "smart routing," this type of routing operates on a higher level of complexity and uses much more detailed information than the others. More geared toward profit generation than time-saving, it involves assessing callers based on such factors as demographics or past history with the company to determine if the caller might be a good candidate for an upgrade or more open to purchase additional products or services.
With Round-robin call distribution, calls are routed in a loop for more even distribution; in other words, only once the last agent has taken a call will the next incoming call go to the first agent on the list, restarting the cycle.
What is an automatic call distributor (ACD)? The Automatic Call Distributor (ACD) is a telecommunications technology that answers calls and routes them to specific departments or agents within an inbound call center based on distribution rules. It streamlines communication, preventing the overloading of call systems and ensuring ...
Continental Airlines put the Rockwell ACD in place in 1973 and continued to do so for over 20 years.
Various incarnations of the ACD have existed since the 1950s, when PBX devices routed calls based on the principles of switchboard operation. It first came into systematic use in the mid-1970s with the arrival of the Rockwell Galaxy Automatic Call Distributor, which implemented technology based on a system patented by Robert Hirvela. Continental Airlines put the Rockwell ACD in place in 1973 and continued to do so for over 20 years.