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(Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. ACDs are the heart of call centers, or contact centers, which are widely used in the telephone sales and service departments of all organizations.

Computer telephony integration (CTI) has produced very sophisticated ACD systems. For example, a call center might want to handle 70% of all calls in 30 seconds or less, but if it can identify a high-value customer based on calling number, it may want to ensure the call is answered more quickly. In this "priority routing," the ACD must recognize the calling number via ANI or Caller ID, consult a database and then route the call accordingly.

Human or Machine
"First-party call control" uses a human to route the call after either speaking with the caller or analyzing the caller's history. "Third-party call control" routes the call automatically.

Many Options
Routing can be based on the caller entering an ID or account number into a voice response unit (see IVR). Another option is setting up unique telephone numbers; for example, one for sales and another for service, and routing the call based on the number dialed (see DNIS).

ACDs can also incorporate "skills-based routing," in which the caller is routed with appropriate data files to the agent who has the appropriate knowledge to handle the situation, such as speaking a different language.

Handling more than phone calls, some ACDs can also route email, faxes, Web-initiated calls and callback requests.

closing device, automatic closing device, self-closing device

1.A mechanism designed to ensure that an open fire door will close and latch in the event of a fire.
2. A device which ensures that a door will return to its closed position after being opened.
References in periodicals archive ?
As Associate Creative Director, Hugo will be working closely with Arrow Electronics, directing their brand integration and interactive design across all global communications; and will lend his expertise and leadership on other client work as well.
Amanda Lewis, Associate Creative Director - Amanda joins BLITZ from Razorfish where she served as associate creative director and worked on the Intel[R] AppUp[TM] software and the Mattel[R] Barbie[R] 50th Anniversary.
Chuck Robertson, vice president and associate creative director, will fill in for Blackwell on an interim basis, Woods said.
Designer to Associate Creative Director and Alex Cortina from Jr.
Mark Schulte has been promoted to associate creative director for Sells/Clark in Little Rock.
So Boyer, 23, a budding junior copywriter at Moosylvania, the Digital, Branding and Promotion agency, enlisted the aid of her co-worker, Rachel Hamblin, 27, associate creative director, to muster the talents of Moosylvania's entire creative department to develop ART FOR JOPLIN: Show Me Art; Show Me Hope, a series of 16 unique and inspirational posters to raise money for the United Way Small Business Fund of Joplin to help rebuild the city's economy.
Bringing more than 20 years of industry experience to his new position at Clean Design, Scaggs has previously served as an associate creative director, art director and a designer at several major national agencies.
Once again, we're thrilled to be recognized for our work," said Sandra Tollefson, Associate Creative Director.
an integrated brand communications agency based in New Jersey, as Associate Creative Director.
The objective of the PowerTools project was to communicate in one mailing the tools available to help dealers promote their business in 2001-02," says Laura Crowley, associate creative director for Osborn & Barr Communications, Kansas City, Mo.
Promotes Mark Ray to Group Creative Director and Chris Polychronopoulos to Associate Creative Director as Agency Continues Austin Expansion
Miller Meester Advertising, Minneapolis, has hired Bernie Napolski as the group manager for its direct marketing division, Kurt Zellers as an account supervisor in its public relations division and Jim Melzer as associate creative director.

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