Aastra Ascotel IntelliGate 2025 - 4.11 ACD Server

Ascotel IntelliGate 2025/2045/2065
264 Routing elements Part 2
4.11 ACD Server
Fig. 2.56: The ACD server in relation to the other routing elements
With an ACD application on the third-party CTI interface, control of the call rout-
ing is shifted from the PBX to the external ACD server (ACD: Automatic Call Dis-
tribution). The ACD application determines the routing and the PBX 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 PBX informs the ACD server of the calls in the ACD queue. The ACD server
analyses the calls and tells the PBX where to route the calls. Potential destinations
are internal subscribers and PISN subscribers (e.g. agents working from home).
Further Information
see "Ascotel CTI", page 133
Network
connections
Trunk
groups
DDI plans
Routes
[1]
[1]
Call distribution
elements User groups
Subscriber
configurations
Subscriber
side
Network
side
1
1
2
haz1207aaenb0
3
3 4 5
Changeover switch for one or
more switching groups
Outgoing calls
Incoming calls
Key telephones
KT lines
1
General call
2
External Remote Control
4
ACD server
5
ACD queue
Operator console(s)
3