12.2.1.1. The fundamental routing functions of the ACD package are: 
- Incoming call processing.
- Flexible ACD routing.
- Queuing unanswered calls if no agent is free.
- Queuing free agents to answer the next incoming ACD calls.
- Playing music or announcements in an ACD connection while searching for a free agent.
- Assigning to agent groups on recognition of agent logon.
- Special features for operating terminals to support the agent's work with specific ACD function keys and ACD displays (for example, LEDs for queued calls, ACD status display).
- Additional functions to support the operator console when monitoring ACD groups and various control tasks (for example, controlling the agent features).
- Generating a complete ACD event stream (ACL messages) to support CCMS functions (new: ACDAPP).