ACD in CUCM

[gonzalo-castro]

HI all,

I need your help in order to know what functionality does ACD offer in CUCM without using CCE. (Reports?, how the are the calls managed in each group?, and so on..) Our "in production customer"  needs to implement an Automatic distribution function in order to answer calls for three different groups each with 5 users.

I appreciate your help,

regards,

Gonzalo Castro

[Chris Deren]

There is no ACD in CUCM, with version 9 there are good enhancement where you can now do basic queuing and play MOH to caller while in queue and distribute the calls to extensions via hunting. It's not a true ACD, but provides some very basic feature.  There is no good reporting with it though as you have to rely on CDR records.

HTH,

Chris

[Roger Kallberg · Accepted solution]

There are no real ACD functionality built in to CUCM. The closest you can get is to use hunt groups, but you will not have any real reporting and so on. For that you need a CC solution.

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