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12.1.12.1.1. Feature Description Previous topic Parent topic Child topic Next topic

ACD routes queued calls internally (to internal stations called agents) or externally (destinations are trunks). There are cases when a trunk is configured with RERTEINT (Reroute Internal) attribute in AMO LDAT. ACD is able to execute routings to RERTEINT destinations.

Use Cases

Use Cases for ACD with route to a destination on a trunk with RERTEINT.
The feature takes care of two cases:
  1. ACD has configured a RTOFF step to a destination on a trunk with RERTEINT.
  2. An application which monitors ACD queues, diverts the call to a destination on a trunk with RERTEINT.
For a configuration with
  • 200 as trunk access code,
  • 200-x the LDPLN entry,
  • RERTEINT in corresponding AMO LDAT,
  • 3400 internal station,
  • 3500 external station (configured with closed numbering),
  • 9663500 trunk access code for open numbering and external station 3500
the following scenarios are implemented:
  1. A call to ACD is queued
    ACD has configured a step RTOFF 2003400
    ACD executes this step
    Call is routed internally to stn 3400
  2. A call to ACD is queued
    ACD has configured a step RTOFF 2003500
    ACD executes this step
    Call is routed externally to 3500
  3. A call to ACD is queued
    ACD has configured a step RTOFF 2009663500
    ACD executes this step
    Call is routed externally to 9663500
  4. A call to ACD is queued
    Application invokes DIVERT to destination 2003400
    ACD executes this step
    Call is routed internally to stn 3400
  5. A call to ACD is queued
    Application invokes DIVERT to destination 2003500
    ACD executes this step
    Call is routed externally to 3500
  6. A call to ACD is queued
    Application invokes DIVERT to destination 2009663500
    ACD executes this step
    Call is routed externally to 9663500
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