Routing elements
175
System functions and features as of R3.0
syd-0367/1.3 – R3.0 – 03.2013
Fig. 74 Communication server call routing controlled by the ACD server
If the call is not answered by the destination user (agent) after a set time has
elapsed (ACD ringing duration) or if the destination user is busy, the communication
server returns the call to the queue and informs the ACD server accordingly.
Utilization of the ACD queue is subject to the acquisition of a licence.
Note:
For the ACD server to analyse calls correctly, Force showing DDI number =
Yes has to be configured in the direct dialling plan.
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