Automatic Call Distribution (ACD)


Use of information technology to direct an incoming telephone call to the most appropriate person in the shortest possible time. ACD is sometimes called Automated Call Distribution.

 Source: ITIL

Automatic Call Distribution (ACD) is a type of telephone system that routes incoming calls to specific agents or departments based on the customer's needs. ACD systems use a variety of methods to route calls, including skills-based routing, which assigns calls to agents based on their skill level. ACD systems also allow for call queuing, which ensures that customers are not left waiting for too long.