Calling line identification
The calling line identification (CLID) service delivers the calling number to your telephone between the first and second rings. In the ACD context the same service is used for call routing. CLID can be used by the network to identify the geographic origin of the customer for routing to the proper call center. It may be used by the ACD to identify with high probability that the customer will want an agent who speaks Spanish, Chinese, etc., and route the call to an agent with the appropriate skills. Finally, the number can be used in the computer telephony integration (CTI) context to interrogate a database for a customer record that can then be routed to the agent along with the phone call.