Description:

ICD is the Intelligent Call Distributor system. Originally a
module designed for the Asterisk PBX, it is being developed for
use with several other open source PBXs.

ICD provides any number of methods for you to link up internal
call endpoints, whether agents or other systems, to external
endpoints, whether customers or other systems. That is a very
abstract view. For most uses, it provides a way of bridging a
customer to an agent using almost any strategy you can imagine.
Want to hook ICD up to a predictive dialer? No problem. Want to
provide a customer callback function when an agent comes
available? Easy to do. Want to have customers directed to specific
queues of agents based on skillsets? Again, this can be done with
ICD.