Avaya Interaction Center, Programmer'S Manual, Page: 16 / 138

Definition of terms and concepts
16 VTel Programmer Guide
Call routing and queues
Calls can be routed:
●
directly to a phone when the specific phone number assigned to the physical phone set
is called (a direct call).
●
using a logical phone number which is mapped to the physical one by an external
resource (also considered a direct call).
●
indirectly through a call queue (a queued call).
A queue is a means of routing calls to any one of a number of agents qualified to handle
the call. Each queue is often oriented toward a specific product, service, or particular skill
set. In some systems, each time agents log into the system, the skills associated with each
Agent ID are used to place the agents in a queue. In other systems, agents must directly
specify the queue. Depending on the telephone switch used, agents can be in several
queues at once, or can be changed to other queues by a supervisor to meet changing
needs during the day.
All ACD calls are handled through a queue. When an ACD call is transferred directly to
another agent (not another queue), it generally becomes a direct call.