What exactly is Advanced Call Distribution? Many phone systems tout this feature, but most do not adequately define what it means. Basically, it refers to using call queues, parking calls for another user to answer, and Direct Inward Dialing (DID).
So that we keep our focus, we will look at each of these elements individually.
In Chapter 4, Configuring Asterisk, we configured call queues through the /etc/asterisk/queues.conf
file. As we go through how we're going to use our queues, we may decide we want to change the way our queues are configured. There is absolutely no problem with changing the configuration so that it more accurately reflects our needs. Just remember that we need to issue a reload on the Asterisk console, or type #asterisk —r —x reload
at the command line.
The power and flexibility of other ACD systems can be matched or exceeded by Asterisk. As we evaluate our needs, we should remember that configuring a single aspect of Asterisk sometimes...