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.
During last several years the Softswitch technology has been actively discussed. New and traditional operators, including the operators of the IP telephony, test Softswitch systems, considering them from the point of view of wide use in communication networks and at the same time improving the technical background for the implementation of such systems.
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