an automatic answering trunk, also known as an Automatic Call Distributor (ACD), is a telecommunications system used in call centers to manage and distribute incoming calls automatically. It efficiently routes calls to available agents based on predefined criteria, places calls in queues when agents are busy, and offers features like call priority, call monitoring, and interactive voice response (IVR). The ACD system optimizes call center operations, improves customer service, and enhances agent productivity by efficiently handling a high volume of calls and ensuring a positive customer experience.