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ACD contact center features
Calls can be forwarded to an off-premises destination to activate Intraflow and Interflow.
See
Intraflow and Interflow
Data Call Setup – Telephone or data terminal dialing can be used on calls to or from a
member of an ACD split/skill.
Data Restriction – If the trunk group used for an ACD call has data restriction activated,
agents with Automatic Answer activated do not hear the usual zip tone.
DCS (Category A only) – CMS cannot measure ACD splits/skills on a DCS network as if
they were one communication server. Agents for a split/skill must be all on the same
communication server. If a call to an ACD split/skill is forwarded to a split/skill at another
DCS node, the caller does not hear the forced first announcement at the second
split/skill.
If an ACD split/skill is in night service, with a split/skill at second DCS node as the night
service destination, a call to the first split/skill is connected to the second split/skill's first
forced announcement.
Dial Intercom – An agent with origination and termination restriction can receive ACD
calls and can make and receive dial intercom calls.
Hold – If an agent puts an ACD call on hold, information is reported to the CMS via
Personal Call Tracking. CMS records the amount of time the agent actually talks on the
call.
Individual Attendant Access – Individual attendant extensions can be assigned to ACD
splits. Unlike telephone users, individual attendants can answer ACD calls as long as
there is an idle call appearance and no other ACD call is on the console.
Internal Automatic Answer (IAA) – Internal calls directed to an ACD split/skill are eligible
for IAA. You cannot administer IAA and ACD Automatic Answer simultaneously on the
same station.
Intraflow and Interflow – Intraflow and Interflow, when used with Call Forwarding All
Calls or Call Coverage, allows splits/skills to be redirected to other destinations on and
outside the system.
Multiappearance Preselection and Preference – All assigned call appearances must be
idle before an ACD call is directed to a phone.
Night Service – Hunt Group – When Hunt Group Night Service is activated for a
split/skill and the night-service destination is a hunt group, a caller hears the first forced
announcement at the original split/skill. The call is redirected to the night-service
destination hunt group. If all agents in the hunt group are busy, the caller hears
whatever you have assigned.
Terminating Extension Group – A TEG cannot be a member of an ACD split/skill.
90 Communication Manager Guide to ACD Call Centers
on page 135 for more information.
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