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An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the ...
Call features provide a customised experience for the caller and maximize the efficiency of inbound call handling. Call management parameters can specify how calls are distributed according to an operator's skill level in relation to a call, the time and/or date of a call, the location of the caller or through automatic routing processes. [3]
Cloud-based phone system is a further advancement in the direction as it allows operators to access all the features and benefits of call center telephony over the Web against an affordable & flexible pay-as-you-go subscription model. Thus, in-house infrastructure deployment to manage public switched telephone networks, storage, communication ...
Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telephony , IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be ...
Computer aided call handling (CACH) is built on the premise that effective call handling is the foundation for an efficient dispatch response. By using structured call handling and a series of risk calculations, such systems can make objective dispatch recommendations based on information provided by the caller.
PSTN network topology is the switching network topology of a telephone network connected to the public switched telephone network (PSTN).. In the United States and Canada, the Bell System network topology was the switching system hierarchy implemented and operated from c. 1930 to the 1980s for the purpose of integrating the diverse array of local telephone companies and telephone numbering ...
A hybrid system typically has some call appearance buttons that directly correspond to individual lines and/or stations, but may also support direct dialing to extensions or outside lines without selecting a line appearance. The modern key system is usually fully digital, although analog variants persist and some systems implement VOIP services ...
The outgoing service from a PBX to a central office exchange, corresponding to DID, is direct outward dialing (DOD) or direct dial central office (DDCO). This service is often combined with DID service and allows direct dialing of global telephone numbers by every extension covered by the service without the assistance of an operator.