Issue 1.0 May 2003
13
About this document
This document describes the Automatic Call Distribution (ACD) feature of Avaya
communication servers.
Avaya communication servers are a family of cost-effective digital communication systems.
These systems:
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Route voice and data information between various endpoints (telephones, terminals,
computers)
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Provide highly robust networking capabilities
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Include an extensive set of standard features: attendant consoles, voice processing
interface, call coverage, DS1 (T1 and E1) connectivity, hospitality support, recorded
announcement, and trunk-to-trunk transfer
●
Provide flexibility and allow for the addition of optional features and/or upgrades to the
system as business needs change
This document explains the features that comprise the Communication Manager ACD. It
provides an introduction to each contact center feature and presents required forms for
administration, detailed descriptions, considerations, and interactions between contact
center features. This document provides an overall reference for planning, operating, and
administering your ACD contact center.
Contents and organization
This document is organized into chapters by subject. Features are in alphabetical order
within each chapter. Pertinent forms follow the features. Major topics include:
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Chapter 1: Automatic Call Distribution (ACD) basics
on page 17 – Gives an overview of the
ACD feature.
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Chapter 2: ACD contact center features
on page 53 – Contains information about the
contact center features available on the Avaya communication server.
●
Chapter 3: ACD contact center switch forms
on page 281 – Contains all of the forms
required to administer basic contact center features on the communication server,
descriptions of the fields on each form, and special notes about usage.
