Intelligent ACD (Automatic Call Distribution)
The ACD program basically processes the incoming calls by the principle the first called the first answered. In its turn, Intelligent ACD works slightly different and allows directing calls depending on the caller’s identification, dialed number, the time of a day and other users’ parameters, available in IVR (Interactive Voice Response). Some of programs are able to recognize the caller by the voice.
The common name shared by communication protocols, technologies and
methods ensuring the transfer of the voice signal via the Internet network or
by any other IP-networks. The signal is transferred by the communication
channel in the digital form and, as a rule, before transferring compresses in
order to remove abundance.
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