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Automatic Call Distribution (ACD) basics
DID processing of ACD calls
The communication server enables you to dial directly to various extensions such as a
VDN, a hunt group, an agent, or a login ID. Each extension can be assigned to a split as a
DID extension.
For DID processing, trunk groups are not assigned to the split. The creation of associated
extensions is sufficient to send calls arriving over DID trunk groups to the appropriate split.
Each split can receive incoming calls through DID processing, automatic- in processing, or
both. Automatic-in trunk groups carry calls only to the split, whereas DID trunk groups
carry calls to any extension identified in the communication server software, not just a split.
Split queues
This section defines a split queue and explains how to up call processing to a split. The
section contains the following topics:
Split queue call processing
Announcements for calls in a split queue
Answer supervision and abandoned calls
Intraflow and interflow
Night Service
Split queue call processing
A split queue is a holding area for calls waiting to be answered, usually in the order in
which they were received. When a call is put into queue, the caller may hear one or more
delay announcements, music, and/or silence, depending on the treatment assigned for the
split. (Treatment of calls in queue is assigned through communication server
administration.)
Things to know before you start
Calls enter the queue at the bottom and move toward the top or head of the queue. After a
call reaches the head of the queue, it connects to the next available agent.
For communication servers with the Call Vectoring feature, all call treatment including
routing, queuing, announcements, and music is specified by call vectors. When a call
arrives at a split, the ACD software checks to see if an agent is available to handle the call.
If an agent is not available (that is, all agents are busy), the call enters the split's queue.
26 Communication Manager Guide to ACD Call Centers
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