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.
Cisco 6961 IP phone model is the final in its family line is mostly used by management and clerks, the model support voice and video communications (Cisco UC Phone 6961, Standard Handset)
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