Automatic Call Distribution Calls (ACD)

Avaya Aura® Call Center Elite routes the incoming ACD calls to the agents based on the agent skill set and call queue algorithm.

An ACD call is routed to an agent only if the agent is in a Manual-in or Auto-in mode.

A Vector Directory Number (VDN) is a contact number in Communication Manager that is used, in general, as a point of entry of a call into a call center. In many cases, it is the mapping of 1–800 telephone number that a caller dials to access the services provided by the call center.

Depending on how vector programming is configured for your system, incoming ACD calls may traverse multiple Vector Directory Numbers (VDN) or they may remain within the original VDN that received the calls.

If the calls traverse multiple VDNs, one of these VDNs is configured as the active VDN for the call. The active VDN controls what information is displayed on the phone that receives the call.

Direct Agent Calls (DAC)

A DAC call allows a caller to speak to a specific agent within a call center. Avaya Aura® Call Center Elite routes a DAC call to a specific agent.

A DAC call is routed to an agent only if the agent is in a Manual-in or an Auto-in mode.

Station Extension Calls

Unlike ACD and DAC calls, which are distributed by Avaya Aura® Call Center Elite, a station extension call arrives directly at the station and is not affected by the agent’s work mode. Hence, a station extension call would arrive at the station even if you are in an Aux or ACW mode, provided a call appearance is available on your phone.