Incoming calls are placed into a queue by which system?

Incoming calls are placed into a queue by which system?

• A. Manual call queue
• B. Automatic Call Distribution (ACD)
• C. Priority Routing
• D. Interactive Voice Response

Answer: (B)

The system that places incoming calls into a waiting line for agents is the Automatic Call Distribution (ACD). It automatically funnels calls to the next available agent and, when all agents are busy, puts the caller into a queue to wait. This keeps callers organized, ensures they’re served in order (or by assigned skills/priorities if configured), and hands them off to an available agent as soon as one becomes free. The other options don’t fit as the primary queueing mechanism: a manual call queue would rely on someone doing the work by hand, which isn’t how modern systems operate; IVR handles caller prompts and data input, and may direct you to a queue after you navigate menus; priority routing shifts which callers are served first but isn’t in itself the queueing function.

The system that places incoming calls into a waiting line for agents is the Automatic Call Distribution (ACD). It automatically funnels calls to the next available agent and, when all agents are busy, puts the caller into a queue to wait. This keeps callers organized, ensures they’re served in order (or by assigned skills/priorities if configured), and hands them off to an available agent as soon as one becomes free.

The other options don’t fit as the primary queueing mechanism: a manual call queue would rely on someone doing the work by hand, which isn’t how modern systems operate; IVR handles caller prompts and data input, and may direct you to a queue after you navigate menus; priority routing shifts which callers are served first but isn’t in itself the queueing function.