Routing elements
161
System functions and features as of R4.1
syd-0570/1.2 – R4.1 – 08.2016
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: Automatic
Call Distribution). The ACD application determines the routing and the communication
server routes call according to its default settings.
Calls to an ACD server are routed to the ACD queue where they are sorted ( ACD
(Automatic Call Distribution) destination in the CDE 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).
Fig. 79 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
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:
So the ACD server can analyse calls correctly, activate Force showing the DDI number. in
the CDE configuration.
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201
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Communica-
tion server
ACD queue
ACD Server
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