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.
Greeting the caller, reporting that all the operators are busy at the moment, plays music during waiting in queue, requests to stay on the line as the next available operator will pick up exactly your call.
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