Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: karolina.Figueiredo on September 21, 2012, 02:33:39 PM

Title: Control Dialog Number
Post by: karolina.Figueiredo on September 21, 2012, 02:33:39 PM

Hi

I tried search in forum the definition of CDN and ACD.
Unfortunately  I can't find it.
Could somenone  help me  with it ?

Thanks in advance.

Title: Re: Control Dialog Number
Post by: Steve on September 21, 2012, 04:21:38 PM

This is really a question for Google, however -

CDN is Controlled Directory Number and is a routing point or a queue on a PBX or telephone system which is controlled by a third party application (on this forum the third party application is Genesys)

ACD is Automatic Call Distribution is a method of routing calls from a queue to a logged in agent, often the agent who had been ready the longest. This is controlled by PBX or telephone system.