ACD contact center features
242 Communication Manager Guide to ACD Call Centers
6. UCID “y” overrides UCID “x” because the communication server views Phone IV as the
primary party in the conference initiated by step 5.
7. The UCIDs associated with each segment of the complex conference are sent to CMS
if the parties in the call are measured (for this example, if the parties are ACD agents in
a measured split/skill).
Configuration — communication server before
Conversant
The following scenarios describe what happens to UCID information when a call comes in
to the switch before it goes to INTUITY Conversant. In this configuration, the Conversant
serves as a Voice-Response Unit (VRU) that controls the routing of incoming ACD calls.
Note:
Note:
This configuration is more common than a call coming in to INTUITY
Conversant before reaching the communication server.
This section describes two scenarios:
●
Simple call tracking
●
Conversant transfers a call
Simple call tracking
The following call scenario describes when a call comes in to the
communication server before INTUITY Conversant.
Switch
