Routing elements
174
System functions and features as of R3.0
syd-0367/1.3 – R3.0 – 03.2013
5. 13 ACD Server
Fig. 73 The ACD server in relation to the other routing elements
With an ACD application on the third-party CTI interface, control of the call routing
is shifted from the communication server to the external ACD server (ACD: Auto-
matic Call Distribution). The ACD application determines the routing and the com-
munication server routes call according to its default settings.
Calls to an ACD server are routed to the ACD queue where they are sorted (ACD
destination in the call distribution element settings).
The communication server informs the ACD server of the calls in the ACD queue.
The ACD server analyses the calls and tells the communication server where to
route the calls. Potential destinations are internal users and PISN users (e.g. agents
working from home).
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