ACDThis call-center application shows the potential GnuGk has for ACD and other call distribution applications. You can use it to define groups of endpoints (so called agents) who will handle a large volume of calls for a single alias (eg. a hotline).
See the ACD configuration for details.
How does the ACD work ?When a call comes in, GnuGk will check if it is for one of the ACD aliases (GnuGk calls those virtual queues). If it's not, the call is handled as usual.
For all calls to a virtual queue, GnuGk will ask the ACD who should receive that call (it issues a RouteRequest). The ACD will check who is qualified and who is available (not in another call and not logged off from ACD work) and tells GnuGk what agent shall receive the call.
If no agent is available, you can define if the ACD should reject the call, keep it ringing until timeout or send it to an announcement device until an agent is available.
All call routing logic is kept out of the gatekeeper to ensure stable operation while the routing logic may be changed frequently.
Leon Wang has created a C++ version of the ACD that works almost identical (compiles and runs on Windows only).
Last updated: 30. Mar 2015
Page maintained by Jan Willamowius