{"id":711,"date":"2010-03-08T22:47:07","date_gmt":"2010-03-08T21:47:07","guid":{"rendered":"http:\/\/ccievoice.ksiazek.be\/?p=711"},"modified":"2025-01-11T18:28:02","modified_gmt":"2025-01-11T17:28:02","slug":"acd-functionalities","status":"publish","type":"post","link":"https:\/\/collaboration.ksiazek.be\/?p=711","title":{"rendered":"ACD Functionalities"},"content":{"rendered":"<p>As for the IVR , here are the functionalities that ACD can provide depending the licensed package:<\/p>\n<blockquote>\n<ul>\n<li>Basic call routing and queuing like conditional routing and agent selection. In other words , CSQ as a pool of agents or directly to a specific agent.<\/li>\n<li>Routing based on skills and compentencies<\/li>\n<li>Agent routing based on ready state<\/li>\n<li>Capability to dynamically modify and apply CSQ skills and compentencies<\/li>\n<li>Prioritized queuing based on customer data<\/li>\n<li>Customizable scripting<\/li>\n<li>Historical reporting<\/li>\n<li>CAD :\u00a0 Tools for agents to login\/logout of the IPCC\u00a0 and perform tasks as controlling ACD state, controlling calls,displaying information and statistics.<\/li>\n<li>IP Phone Agent (IPPA) : XML application which runs on IP Phone and permits the same as the CAD<\/li>\n<li>Cisco Supervisor Desktop (CSD) : Allows supervisors to view and change agent state, to monitor calls, to record calls and send messages.<\/li>\n<\/ul>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>As for the IVR , here are the functionalities that ACD can provide depending the licensed package: Basic call routing and queuing like conditional routing and agent selection. In other words , CSQ as a pool of agents or directly to a specific agent. Routing based on skills and compentencies Agent routing based on ready [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[1,22,33],"tags":[254,59,256],"class_list":["post-711","post","type-post","status-publish","format-standard","hentry","category-non-classe","category-uccx","category-written-theory","tag-acd","tag-ccie-voice-written","tag-ipcc"],"_links":{"self":[{"href":"https:\/\/collaboration.ksiazek.be\/index.php?rest_route=\/wp\/v2\/posts\/711","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/collaboration.ksiazek.be\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/collaboration.ksiazek.be\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/collaboration.ksiazek.be\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/collaboration.ksiazek.be\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=711"}],"version-history":[{"count":1,"href":"https:\/\/collaboration.ksiazek.be\/index.php?rest_route=\/wp\/v2\/posts\/711\/revisions"}],"predecessor-version":[{"id":4374,"href":"https:\/\/collaboration.ksiazek.be\/index.php?rest_route=\/wp\/v2\/posts\/711\/revisions\/4374"}],"wp:attachment":[{"href":"https:\/\/collaboration.ksiazek.be\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=711"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/collaboration.ksiazek.be\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=711"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/collaboration.ksiazek.be\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=711"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}