Table of Contents
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ACD contact center features
Typical ACD Arrangement
78 Communication Manager Guide to ACD Call Centers
1. Incoming calls
2. ACD switch
3. Trunk group 1
4. Trunk group 2
5. Trunk group 3
6. Trunk group 4
7. Split 1 Business Travel (10
agents)
8. Split 2 Personal Travel (8
agents)
9. Split 3 Group Travel (5
agents)
10. Split 4 General Information
(15 agents)
11. Queues
12. Announcement 1
13. Announcement 2
14. Intraflow (Call Coverage)
15. Split 2 Personal Travel (3rd
choice)
16. Split 3 Group Travel (2nd
choice)
17. Split 4 General Information
(1st choice)
18. Supervisor (with Service
Observing)
19. Announcement
20. Disconnect
21. Call Management System
(CMS)
22. Terminal
23. Printer
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Table of Contents
