ABSTRACT
Automatic Call Distributor. Simple terms for the basic function of a call center, taking incoming calls and moving them to the right place, the agent’s desk. Over the years, things have changed. The ACD is responsible for more than just
moving calls. That’s probably not even the best term for it anymore; we should probably be using something closer to telephony server, though that term is already in use for the LAN server that moves call control commands from the client workstations to the attached ACD or PBX.
