An agent can receive split calls and personal calls. Calls distributed to an agent phone by Communication Manager are ACD calls.

Calls, such as internal and DID extension calls, that are dialed directly to an agent are called Extension-In (EXT-IN) calls. Outgoing calls that the agent makes are called Extension-Out (EXT-OUT) calls. EXT-IN and EXT-OUT calls are non ACD calls. You can administer an agent phone to receive EXT-IN calls or to make EXT-OUT calls.

Communication Manager distributes ACD calls only to available agent extensions. An agent must log in to become staffed and select a call answering mode, that is, automatic-in or manual-in.