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What is an ACD?
An ACD is an Automatic Call Distributor.
The purpose of an ACD is to evenly distribute inbound telephone calls between available call center agents.
This enables workload to be shared evenly among call center agents and minimizes the time spent by callers in holding queues.
Most PBX's offer ACD features, including open source PBX's such as Asterisk, Bayonne, FreeSWITCH, and OpenPBX.
Stand-alone ACD systems are available for more specialized requirements.
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