A direct agent call (DAC) is a special type of ACD call that the contact center routes directly to an agent. Avaya Contact Center – Extended Capacity does not connect a direct agent call to an agent if the agent is on another call. A direct agent call is put into the skill queue configured for direct agent calls, and the contact center assigns the call a higher priority than other calls in the skill queue. Avaya Contact Center – Extended Capacity notifies the agent with a ring tone if a direct agent call is in the queue.

The contact center treats a call as a direct agent call when the agent has the permission set configured for direct agent calls. Otherwise, the call is treated as a regular ACD call.

If the agent does not answer a direct agent call, the administrator can configure the contact center to send the call to voicemail. If the system administrator does not configure a coverage path for voicemail, the contact center uses Redirection on No Answer (RONA). If the administrator does not enable RONA for the agent, the call continues until the caller ends the call or the ring timer expires.

For more information about configuring direct agent calls, RONA, and permission sets, see the agent configuration, skill configuration, and permission set configuration sections in Administering Avaya Contact Center – Extended Capacity.