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.
Session Initiation Protocol (SIP) is a text-based standard put in place by the Internet Engineering Task Force (IETF) and is the primary protocol for Voice over Internet Protocol services. SIP is similar to a MGCP in that it's a signaling protocol that can create, maintain and terminate sessions in IP-based networks. These sessions include multimedia conferencing and two-way phone calls. SIP protocol can run on User Datagram Protocol (UDP), Stream Control Transmission Protocol (SCTP) and Transmission Control Protocol (TCP) because it was created to function independently from the underlying Transport Layer as an Application Layer.
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