First, all call center management systems (such as Avaya’s Basic Call Management System (BCMS), BCMSVu, and the sophisticated Avaya IP Agent Call Management System) require ACD. These management systems give you the ability to measure more aspects of your center’s operation, and in more detail, than is possible with standard Avaya Communication Manager reports.

Call vectoring greatly enhances the flexibility of a call center, and most vectoring functions require ACD. Vectoring is a simple programming language using which you can custom design every aspect of call processing.

With ACD and Vectoring, you can use Expert Agent Selection (EAS) For a variety of reasons, you might want certain agents to handle specific types of calls. For example, you might want only your most experienced agents to handle your most important customers. You might have multilingual agents who can serve callers in a variety of languages.

Using EAS you can classify agents according to their specific skills and then to rank them by ability or experience within each skill. Avaya Communication Manager uses these classifications to match each call with the best available agent. See Avaya Call Center Call Vectoring and Expert Agent Selection (EAS) Guide, 07-600780, for more information on call vectoring and EAS.