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- Automatic
Call Distributor (ACD) - specialized
equipment used for handling many incoming calls.
An ACD performs four functions: 1. It recognizes
and answers an incoming call. 2. It will look in
its database for instuctions on what to do with
that call. 3. Based on these instrucitons, it
will send the call to an available agent or to a
recording "somebody will be with you soon,
please don't hang up!" 4. It will send the
caller that was in queue to the next available
agent.
- Automated
Attendants - customized greeting with
specific routing to extension or sub-greetings.
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