Editing Automatic call distributor (section)

==Background==
A [[Private Branch Exchange]] (PBX) is a [[telephone exchange]] device that acts as a switchboard to route phone calls within an organisation. This technology developed into Automated Call Distribution systems using computer technology to automatically connect incoming calls to recipients based on programmable logic.<ref>{{cite web|url=http://searchcrm.techtarget.com/tip/Four-features-of-contact-center-evolution|title=Four features of contact center evolution|work=SearchCRM|publisher=TechTarget}}</ref><ref>{{cite web|url=http://searchcrm.techtarget.com/feature/The-mixed-blessings-of-contact-center-automation|title=The mixed blessings of contact center automation|work=SearchCRM|publisher=TechTarget}}</ref>

Although ACDs appeared in the 1950s, one of the first large and separate ACDs was a modified [[5XB switch]] used by the [[Verizon New York|New York Telephone Company]] in the early 1970s to distribute calls among hundreds of [[4-1-1]] information operators. Robert Hirvela developed and received a patent for technology that was used to create the Rockwell Galaxy Automatic Call Distributor, which was used by [[Continental Airlines]] for more than 20 years. Since then, ACDs have integrated incoming call management and voice messaging software into its capabilities.<ref>{{cite web|url=https://patents.google.com/patent/US3891971A/en?inventor=Robert+J+Hirvela|title=Serial data multiplexing apparatus|work=Rockwell International Corp|publisher=Google Patents}}</ref><ref>{{cite web|url=https://collectionadvisor.com/software-reviews-articles/64-software-review-articles/766-top-4-hosted-dialer-and-voice-messaging-solutions-2015|title=Top 4 Hosted Dialer and Voice Messaging Solutions 2015|work=Collection Advisor|publisher=Collectionadvisor.com}}</ref>