Ascotel IntelliGate 2025/2045/2065
Part 2 Routing elements 265
Fig. 2.57: PBX call routing controlled by the ACD server
If the call is not answered by the destination subscriber (agent) by the time the
ringing time has expired or if the destination subscriber is busy, the PBX will return
the call to the queue and inform 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, "DDI No. instead of CDE
name = yes" has to be configured in the direct dialling plan.
Call Routing in the event of an ACD Server Failure
Alternative destinations have to be defined so that calls can be routed to a desti-
nation even in the event of an ACD server failure (see "Alternative Destinations",
page 229).
If the ACD server fails, an event message is generated ("ACD server out of oper-
ation").
PBX
ACD queue
ACD server
200
201
202
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