ACD contact center features
270 Communication Manager Guide to ACD Call Centers
Transfer
A call delivered by a
converse-on
step cannot be transferred.
If an attempt to transfer a converse-on call is made, a vector event is logged, the line to
Conversant is dropped, and processing restarts at the next vector step.
If a human agent tries to transfer a call, the transfer fails and the agent reconnects to the
call.
Transfer out of AUDIX
If a
converse-on
step delivers a call to an AUDIX hunt group and the caller tries to
transfer out of AUDIX, the transfer fails and processing continues at the next vector step.
Uniform Call Distribution (UCD)
You can administer a converse split/skill as a UCD split/skill.
VDN display override
If a call that accesses multiple VDNs encounters a
converse-on
step that passes vdn,
normal display override rules determine which VDN number is sent to the VRU.
Vector-controlled splits/skills
Converse-on
steps can deliver calls only to skills or vector-controlled splits.
