Customized Voice Integration Equipment

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.