<P> An automated call distribution system, commonly known as, automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization . ACDs often use a voice menu to direct callers based on the customer's selection, telephone number, selected incoming line to the system or time of day the call was processed . Computer telephony integration (CTI) and computer - supported telecommunications applications (CSTA) are intermediate software that can produce advanced ACD systems . Experts claim that "the invention of ACD technology made the concept of a call centre possible ." </P> <P> Private Branch Exchange (PBX) was a telephone exchange device that acted as a mini-switchboard to route phone calls . The closed nature of PBXs limited flexibility, and a system was designed to enable common computing devices to make routing decisions . The automated form of this technology developed into the automated call distribution system, where issued information about incoming calls would direct a response . </P>

What does acd mean in a call center