Automatic Call Distributors (ACDs), Centralized Attendant Service (CAS)
(last updated: 16-May-2015 09:31)
Books
-
Inbound Call Centers: Design, Implementation, and Management;
Robert A. Gable; Artech House, 1993.
Periodical Articles
-
"No. 5 Crossbar Automatic Call Distributor", BLR 46:11 Dec 1968 pgs
370-376.
-
"A Small Call Distributor Based on the Key Telephone", BLR 51:1 Jan
1973 pgs 9-12.
-
"Centralized Attendant Service", BCR Jan-Feb 1975 pgs 20-24.
-
"Meeting Business Needs with the No. 2B ACD", BLR 53:4 Apr 1975 pgs
180-187.
-
"Redesigned ACD Improves Directory-Assistance Service", BLR 53:4 Apr
1975 pgs 197-202.
-
"Centralized Attendant Service", BLR 54:3 Mar 1976 pgs 60-67.
-
"The GTD-120 Centralized Attendant Service Digital PABX", WWCJ 16:1
Jan 1978 pgs 2-10.
-
"No. 1 ESS Furnishes ACD Service", BLR 56:3 Mar 1978 pgs 76-82.
-
"Network Design for Automatic Call Distributors and Call Sequencers",
BCR Mar-Apr 1980 pgs 23-31.
-
"GTD-1000 Digital PABX CAS Main/ACD", WWCJ 18:6 Nov 1980 pgs 182-193.
-
"PACET - A Programmable Attendant/Agent Console and Electronic
Telephone", WWCJ 18:6 Nov 1980 pgs 194-203.
-
"ACD System Keeps Tabs on Quantity - and Quality", Telephony Mar 1
1982 pgs 46-48.
-
"Intelligent Call Processing in Automatic Call Distributors", BCR 18:1
Jan-Feb 1988 pgs 22-24.
-
"ACD Can Keep Customers Happy", TE&M 92:9:2 May 1 1988 pg 31.
-
"ACDs: An Operator's Ally", Telephony 215:6 Aug 8 1988 pgs 34-39.
-
"The ACD Market Comes of Age", BCR 18:6 Nov-Dec 1988 pgs 74-77.
-
"Current Issues in ACD Integration", BCR 19:2 Feb 1989 pgs 30-34.
-
"What To Look For In An ACD System", TE&M 93:9 May 1 1989 pgs 56-57.
-
"AT&T Reveals ACD Enhancements", Telephony 217:22 Nov 20 1989 pg 16.
-
"Advanced Network Services for ACDs: Today's Realities", BCR 20:4 Apr
1990 pgs 29-32.
-
"Automatic Call Processing: The Human Factors", BCR 20:10 Oct 1990 pgs
26-32.
-
"Features, Capabilities, and Roles Change for ACDs", BCR 20:12 Dec 1990
pgs 36-41.
-
"Do ACD Features Meet Strategic Goals?", BCR 21:3 Mar 1991 pgs 37-43.
-
"The Future of Intelligent, Networked ACDs", BCR 21:5 May 1991 pgs 47-52.
-
"Call Center Solutions", ATTJ 70:5 Sep/Oct 1991 pgs 36-44.
-
"Advanced ACD Technology Can Create New Problems", BCR 21:12 Dec 1991 pgs
29-34.
-
"ACD Enhancements Blur Distinctions Among Vendors", BCR 24:6 Jun 1994
pgs 55-59.
-
"ACDs: Standalones vs. the PBX Vendors", BCR 25:6 Jun 1995 pgs 53-55.
-
"Revolutionizing DEFINITY Call Centers in the 1990s", ATTJ 74:4
Jul/Aug 1995 pgs 64-73.
-
"Migrating the Call Center to the Desktop", Telesis Issue 100 Oct 1995
pgs 41-42.