Automatic Call Distributors (ACDs), Centralized Attendant Service (CAS)

(last updated: 16-May-2015 09:31)
 

Books

  1. Inbound Call Centers: Design, Implementation, and Management; Robert A. Gable; Artech House, 1993.

Periodical Articles

  1. "No. 5 Crossbar Automatic Call Distributor", BLR 46:11 Dec 1968 pgs 370-376.
     
  2. "A Small Call Distributor Based on the Key Telephone", BLR 51:1 Jan 1973 pgs 9-12.
     
  3. "Centralized Attendant Service", BCR Jan-Feb 1975 pgs 20-24.
     
  4. "Meeting Business Needs with the No. 2B ACD", BLR 53:4 Apr 1975 pgs 180-187.
     
  5. "Redesigned ACD Improves Directory-Assistance Service", BLR 53:4 Apr 1975 pgs 197-202.
     
  6. "Centralized Attendant Service", BLR 54:3 Mar 1976 pgs 60-67.
     
  7. "The GTD-120 Centralized Attendant Service Digital PABX", WWCJ 16:1 Jan 1978 pgs 2-10.
     
  8. "No. 1 ESS Furnishes ACD Service", BLR 56:3 Mar 1978 pgs 76-82.
     
  9. "Network Design for Automatic Call Distributors and Call Sequencers", BCR Mar-Apr 1980 pgs 23-31.
     
  10. "GTD-1000 Digital PABX CAS Main/ACD", WWCJ 18:6 Nov 1980 pgs 182-193.
     
  11. "PACET - A Programmable Attendant/Agent Console and Electronic Telephone", WWCJ 18:6 Nov 1980 pgs 194-203.
     
  12. "ACD System Keeps Tabs on Quantity - and Quality", Telephony Mar 1 1982 pgs 46-48.
     
  13. "Intelligent Call Processing in Automatic Call Distributors", BCR 18:1 Jan-Feb 1988 pgs 22-24.
     
  14. "ACD Can Keep Customers Happy", TE&M 92:9:2 May 1 1988 pg 31.
     
  15. "ACDs: An Operator's Ally", Telephony 215:6 Aug 8 1988 pgs 34-39.
     
  16. "The ACD Market Comes of Age", BCR 18:6 Nov-Dec 1988 pgs 74-77.
     
  17. "Current Issues in ACD Integration", BCR 19:2 Feb 1989 pgs 30-34.
     
  18. "What To Look For In An ACD System", TE&M 93:9 May 1 1989 pgs 56-57.
     
  19. "AT&T Reveals ACD Enhancements", Telephony 217:22 Nov 20 1989 pg 16.
     
  20. "Advanced Network Services for ACDs: Today's Realities", BCR 20:4 Apr 1990 pgs 29-32.
     
  21. "Automatic Call Processing: The Human Factors", BCR 20:10 Oct 1990 pgs 26-32.
     
  22. "Features, Capabilities, and Roles Change for ACDs", BCR 20:12 Dec 1990 pgs 36-41.
     
  23. "Do ACD Features Meet Strategic Goals?", BCR 21:3 Mar 1991 pgs 37-43.
     
  24. "The Future of Intelligent, Networked ACDs", BCR 21:5 May 1991 pgs 47-52.
     
  25. "Call Center Solutions", ATTJ 70:5 Sep/Oct 1991 pgs 36-44.
     
  26. "Advanced ACD Technology Can Create New Problems", BCR 21:12 Dec 1991 pgs 29-34.
     
  27. "ACD Enhancements Blur Distinctions Among Vendors", BCR 24:6 Jun 1994 pgs 55-59.
     
  28. "ACDs: Standalones vs. the PBX Vendors", BCR 25:6 Jun 1995 pgs 53-55.
     
  29. "Revolutionizing DEFINITY Call Centers in the 1990s", ATTJ 74:4 Jul/Aug 1995 pgs 64-73.
     
  30. "Migrating the Call Center to the Desktop", Telesis Issue 100 Oct 1995 pgs 41-42.