In telephony, an automatic call distributor (ACD) is a system that distributes incoming calls to a specific agent based on customer need, type etc. delivered using computer telephony integration (CTI) system.
InterDialog ACD works with IP PBXs as well as traditional TDM PBX without losing any functionality. Call handling is based on a rule-based algorithm that determines the best available agent to respond to the incoming call. To help make this match, additional data are solicited and reviewed. Sometimes the caller's ID (CLI) or Automatic number Identification (ANI) is used to route the calls. Incoming calls are automatically Queued, Prioritized and Routed to the respective logged in Agents' within the contact center. When many calls are in queue, Queue Position number /Handling time(Queue Position Time)/ Jingle message /Hold music are played until route.