ACD contact center features
162 Communication Manager Guide to ACD Call Centers
In addition, you must consider the following:
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CallVisor ASAI and BX.25 CPN/BN-ANI are not supported simultaneously.
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Direct Agent Calls (DACs) are allowed only if the caller and the receiving agent have a
Class of Restriction (COR) that allows Direct Agent Calling.
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DACs cannot go through vectors.
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DACs cannot be made over a DCS link. If the receiving agent is not an internal
extension, the call is denied.
Interactions
Call Prompting
Digits collected by Call Prompting are passed with current call information to a Conversant
adjunct.
Direct Agent Calling
Direct Agent Calling allows an adjunct to direct a call to a particular ACD agent and have
the call treated as an ACD call. Calls that enter the communication server as ACD calls
and are routed to a particular agent via adjunct routing, or are transferred via a third-party
make-call request, are treated as ACD calls for the duration of the call. See
Automatic Call
Distribution
on page 77 for more information on Direct Agent Calls.
Priority Calling
CallVisor ASAI allows both Priority Calling and Direct Agent Calling for the same call.
