What Is Database Call Handling? Related Articles The History of the Call Centre - Updated What is an ACD in the Call Centre? 29 Tips for Improving Average Handling Time (AHT) What is Automatic Call Distribution (ACD)? © ra2 studio - Shutterstock - 1059241562 175 Filed under - Definitions, Call Handling Database Call Handling is a CTI application whereby the ACD works in sync with the database computer to process calls, based on information in the database. When a caller inputs digits into a voice processing system, the database retrieves information on that customer and then issues instructions to the ACD on how to handle the call. For example, where to route the call, what priority the call should be given in the queue, the announcements to play, and so on. Author: Robyn Coppell Published On: 16th Feb 2023 Read more about - Definitions, Call Handling Recommended Articles The History of the Call Centre - Updated What is an ACD in the Call Centre? 29 Tips for Improving Average Handling Time (AHT) What is Automatic Call Distribution (ACD)? Related Reports eBook: The Top 3 Ways to Reduce Call Volumes Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter