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Reply To: Routing the calls on queue


I gonna establish an IVR which allows the callers to opt to transfer their calls to a call centre. In case the call centre’s line is occupied, the calls will be placed in a queue.

I’ve the following questions:

1. Is call queue an intrinsic featue of IVR or ACD?
2. I heard that ACD is not supported by Centrex. Then how about PBX? Is ACD supported by all PBX?

Could someone help?