Database Systems Corp. (DSC) provides automatic call distribution systems, which are at the center of any inbound call center phone operation. ACD systems are call routing programs that distribute incoming phone calls and can also be used to assign calls that have originated from a predictive dialer.

ACD solutions are Windows based software that controls the distribution of phone calls. An automatic call distributor routes calls when they are answered by a phone system. An ACD processes calls in the order in which they are received. However, DSC's intelligent ACD routes calls based upon caller identification (ANI), dialed number (DNIS), time, day, and user defined rules established in an IVR (Interactive Voice Response) script.

ACD Information

The following information relates to automatic call distribution.

• Hosted ACD Service - DSC call answering phone service automatically routes inbound calls to remote or local agents.
• ACD Software - Controlling software on the ACD system that manages the phone system as it routes calls.
• ACD Systems - Same as above.-Acd systems are computer phone systems and software used to route incoming calls.
• ACDS - Automatic Call Distribution Systems (ACDS) are computer phone systems and software that process incoming phone calls and route them to agents.
• Call Routing - another term for call distribution. Call routing sends incoming phone calls to available agents.
• Skills Based Routing - A specialized call routing algorithm that distributes incoming calls to agents based upon the needs of the caller and the skill set of the agent.