What system routes and queues incoming calls to agents?

What system routes and queues incoming calls to agents?

• A. Automatic Call Distribution (ACD)
• B. Interactive Voice Response
• C. Queue Manager
• D. Call Trace

Answer: (A)

Automatic Call Distribution (ACD) is the system that handles inbound calls by directing them to the most appropriate and available agent, and placing callers into a queue if all agents are busy. It uses rules like agent skills, priority, and current availability to route the call to the best-fit person and manage wait times. In many setups, an IVR work with ACD by collecting information from the caller and then handing the call off to the ACD for routing, but the actual task of directing and queuing the call to an agent is done by ACD. The other options don’t perform this combined role. IVR provides automated prompts and self-service options, and can feed data to the routing system, but it doesn’t route to agents on its own. Queue Manager may sound like it handles waits, but it’s not the system that routes and assigns calls to agents. Call Trace is about tracking or recording calls, not routing them.

Automatic Call Distribution (ACD) is the system that handles inbound calls by directing them to the most appropriate and available agent, and placing callers into a queue if all agents are busy. It uses rules like agent skills, priority, and current availability to route the call to the best-fit person and manage wait times. In many setups, an IVR work with ACD by collecting information from the caller and then handing the call off to the ACD for routing, but the actual task of directing and queuing the call to an agent is done by ACD.

The other options don’t perform this combined role. IVR provides automated prompts and self-service options, and can feed data to the routing system, but it doesn’t route to agents on its own. Queue Manager may sound like it handles waits, but it’s not the system that routes and assigns calls to agents. Call Trace is about tracking or recording calls, not routing them.