Call Manager ACD(Automatic Call Distributor)

[dakshash_shah]

I was wondering if anyone has implemented ACD via CallManager.

I am not sure even if it comes with CallManager or if that is a 3rd party application you have to buy.

From what I remember reading at one point that CallManager 4.0 and higher does have ACD built in.

Can anyone direct me as to where it is in the CallManager? and how to configure it and/or use it?

Thank you.

[Chris Deren]

CallManager does not have a build in ACD capabilities. You can integrate CCM with Cisco IPCC Express (even on the same server), IPCC Enterprise, or other vendor ACDs such as Concerto (former Rockwell). Cisco CallManager Express 3.3 has ACD capabilities via TCL scripting.

Hope this helps.

Chris

[Chris Deren]

Correction to my previsous post, CCM 4.0+ allows for 5 CTI ports, but it does not allow modifications of the scripts, you can only use the sample scripts.

Chris

[dakshash_shah]

Thank you Chris for the information.

Dakshash

[yshraybman]

You can implement simple ACD using CM and Unity. By combining Unity Audiotext applications and CM hunt groups you can achieve very functional ACD. More info here http://www.ciscounitytools.com/Documents.htm.

For more functionality you probably need IPCC.