Question

An automatic call distributor can answer a call, route and distribute it to the next available analyst, place a call in a queue and play a recorded message. What are the functions of an automatic call distributor?

1) Answer a call
2) Route and distribute the call to the next available analyst
3) Place a call in a queue
4) Play a recorded message

Answer 1

An automatic call distributor's functions include answering calls, routing them to available analysts, queuing, and playing recorded messages.

Step-by-step explanation:

The functions of an automatic call distributor (ACD) include the ability to answer a call, route and distribute the call to the next available analyst, place a call in a queue if all analysts are busy, and play a recorded message to the caller while they wait. These functions are crucial for managing high volumes of calls in customer service centers, help desks, and other business environments that require efficient call handling.