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Automatic Call Distribution (ACD) Symposium
An Automatic Call Distributor is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions. Incoming calls are distributed to a specific group of agent telephones. If the number of active calls is less than the number of agent telephones, the next call will be routed to the agent telephone that has been in the idle state the longest. If all agent telephones are busy, the incoming calls are held in a first-in-first-out queue until an agent telephone becomes available.
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