automatic call distributor
英[ˌɔ:təˈmætik kɔ:l dɪˈstrɪbjətə]美[ˌɔtəˈmætɪk kɔl dɪˈstrɪbjətɚ]
In telephony, an automatic call distributor (ACD) or automated call distribution system, is a device or system that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration (CTI) system.