ACD stands for automatic call distributor. It is a specialized telephony routing system used in call centers to manage large volumes of incoming calls. The system evaluates caller information, dialed numbers, and current queue times, then applies an algorithm to route the call to the most appropriate available agent. It forms the backbone of customer service infrastructure, often integrating with interactive voice response systems and computer telephony integration to streamline call handling.
The queue is backing up because the ACD is routing all the priority support calls to a single tier-one agent.
While older ACDs were standalone hardware switches, current implementations are almost entirely software-based and hosted in the cloud.
Also heard as
- automatic call distributor
Do not mix it up with
- PBX: A PBX connects internal extensions and outside lines for general office use, while an ACD specifically queues and distributes high-volume incoming calls to pools of agents.
Related terms
Call center
A centralized facility equipped to handle large volumes of inbound or outbound telephone requests.
PBX
A private telephone network used within a company or organization.
CTI
Computer telephony integration links phone systems with software applications.
Hunting
The automated process of routing an incoming call through a group of lines until an idle one is found.