Acd Server - ASCOM Ascotel 2025 System Manual

4.11

ACD Server

Network
connections
Network
side
1
KT lines
2
3
4
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 and TAPI", Page 1.82.
HBT_20321104_02/B0_en
Trunk
groups Routes
DDI plans
Key telephones
General call
Operator console(s)
External Remote Control
ascom Ascotel 2025/2045/2065
Call distribution
elements User groups
1
1 3 4 5
[1]
5
ACD queue
Changeover switch for one or
more switching groups
Outgoing calls
Incoming calls
Subscriber
configurations
Subscriber
2 3
[1]
haz1207aaenb0
ACD server
Routing Elements
side
2.111