what is ADC Routing?

[S]

can someone please tell me what is ADC Routing in Avaya?

thx
S

[mishmosh]

Are you new to the call center arena?  How basic or detailed of an explanation are you looking for?  ACD stands for Automatic Call Distribution.  It's a means of delivering incoming calls to a group of service agents who are logged into a queue.  Avaya calls their queues "Skills", but it's not the same thing as a Genesys Skill.  It's still really just a queue.  Agents login to the queue to service calls, and incoming calls queue up to the queue, and are basically routed to agents on a first-in-first-out basis.  They are usually routed to whichever agent is logged in and has been available the longest.  Avaya uses routing numbers called Vector Directory Numbers (VDNs).  When a VDN is dialed, it plays a simple routing script called a Vector.  The Vector script tells the switch what to do with the call: play an announcement, ask the caller to enter digits, queue the call to the "Skill", etc.  It can also pass control of the call to Genesys to route the call.  Is this what you're looking for?

[victor]

ACD routing means that instead of sending a call directly to operator, you let PBX decide who will receive the call. This about it as 1-800-FLOWERS where you dial to send roses to your mom for Valentine - you don't care which operator answers, you just care about placing your order. So, once a call gets into 1-800-FLOWERS, PBX then decides which operator will answer your phone call. It looks at things like agent availability (is it ready to receive your phone call or not), agent skill (is agent someone whose job it is to get new orders or someone who calls back to collect money) and agent workload (is she talking less than other agents or not).

Makes sense?

[S]

Thanks for the responses...however, the question was prompted by a job opening requirement I recently saw on internet. I called the person who posted it saying 'was it a typo' and he mentioned that ADC routing is what they are looking for not ACD Routing.
Ofcourse I know ACD Routing... but what the heck is ADC routing- so thought of posting it here

S

[cavagnaro]

Apple Developer Connection?
www.adc.com?
http://www.provantage.com/adc-routing-switching-devices~50NRSWT_ADCD.htm?

[Kart0]

Or "Agent Direct Calling" which is something we are in the process of integrating into our infrastructure...

[tony]

Sounds like a made up TLA, to confuse outsiders....