What a Communication Server Does ?
A communication server is an electronic device that processes incoming, outgoing, and internal calls and connects them to the proper destinations.
- A gateway terminates and converts various media types such as analog, TDM and IP.
- A gateway is required so that, for example, an IP phone can communicate with an analog phone telephony system.
Direct inward dialing (DID)
- Translation Pattern: 4085551XXX
- Called-Party Transformation Mask: 4XXX
- Resulting Phone Number: 4XXX
- If a call came into the DID 4085551111, Call Manager would convert the dialed digits to 4111.
Automatic Call Distribution
- Automatic Call Distribution (ACD) is a communication server software feature that processes high-volume incoming, outgoing, and internal calls and distributes them to groups of extensions called hunt groups or splits.
- The communication server also sends information about the operation of the ACD to the CMS, which stores and formats the data and produces real-time and historical reports on ACD activity.
- ACD is used by a call center to route incoming calls to specifically assigned splits/skills and agents.
- ACD allows a system administrator to create an efficient call management environment. This administrator can
- add or remove splits/skills from the system .
- add or remove announcements.
- add or remove agents.
- add trunk groups and route calls to the appropriate splits/skills.
- The administrator can also specify ACD measurement criteria and use an optional CMS package to provide reports on ACD efficiency.