Category: Routing and Answering strategy

Call routing is a critical function of an Automatic Call Distributor (ACD). Routing strategy is an abstract term indicating the measure of the flexibility available within an ACD governing its call routing capability. The strategy available within a PBX is different from the routing options within a sophisticated ACD. For an incoming call, the destination end point in a PBX is an extension. When deployed with an ACD, it is an ACD agent using the PBX extension. The ACD agents are part of different groups within the setup of a sophisticated call center software. Typically agent groups are trained to handle specific business functions.  All incoming calls for these business functions would be part of one or more queues.
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