Automatic Call Distribution (ACD) basics
32 Communication Manager Guide to ACD Call Centers
This combination of unconditional and conditional intraflow allows Dialed Number
Identification Service (DNIS) numbers to appear on agent display telephones. In this case,
the DNIS number is actually a dummy split extension (that is, the split extension has no
assigned agent extensions). The intraflow destinations are the real splits (with staffed
agents). With such a configuration, CMS will count incoming calls for the DNIS number
(that redirected via unconditional intraflow to real splits) as outflows. CMS will also count
the calls to the destination splits as ACD calls and inflowed calls. And regardless of the
split where calls actually connect to agents, the agents will see the DNIS (dummy split)
number on their display terminals.
The intraflow criteria and destinations are assigned through communication server
administration. Console permissions and the Call Forwarding dial access code are also
assigned through communication server administration. Unconditional intraflow or interflow
can be activated by entering the Call Forwarding dial access code from a station with
console permission, the split’s extension, and the interflow or intraflow destination number.
The split supervisor cannot establish conditional intraflow from a telephone. Furthermore,
CMS cannot be used to set up or activate intraflow/interflow.
Night Service
Night Service redirects all calls to one of the following internal destinations:
●
An ACD split
●
An extension
●
An attendant group
●
An announcement with forced disconnect.
Night service is available for a hunt group, a trunk group, or a system. These types of night
service are explained below.
Hunt Group Night Service
Hunt Group Night Service redirects all calls arriving at a split to an internal destination. The
Night Service destination for the split and the telephone button used to activate the feature
are assigned through communication server administration.
