General ACD DN vs. CDN

[telecomPA]

hi folks, i haven't worked w/call centers for a while, so i'm kinda getting familiar w/things again. when do i use a CDN versus an ACD DN? what is the difference? i used to know this.

second, if I have an ACD DN, and this queue doesn't have any agents but the agents are logged in to other queues, can they answer the unmanned queue even if they're not logged in to it?

thx.

 

[bigindian65]

Control DN is up front for ACDN, used for just that, control of what is flowing to ACDN, a monitoring point for 3rd party, dialers, voice recording, call blending. Default DN of CDN is the ACD queue. Sympoium relys on CDN & skillset as opposed to ACD queue.

No, they would have to man the queue to answer it, although you could set something up for it.

 

[acewarlock]

You could NCFW the unmanned Queue to the Active Queue.

 

[johnpoole]

the cdn can be "acquired" via a symposium call pilot etc.. an acd can have agents.. if you have a acd group 1234. with agents and they are logged in.. and you have an acd 2222 without agents maxp 1 ncfw 1234.. call hits 2222 and with no agents routes to the night dn 1234, the call is que'ed to the 1234 agents..

one reason to do that is simple control, adding a new did to a group.. temp numbers.. and you can add another lead in msg (nrrt)..

i don't use cdn's except for symposium/cp.. just acd's and maxp 1 acd's

john poole
bellsouth business
columbia,sc

 

[telecomPA]

awesome, thanks gents!!