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New Member

Contact Center

Looking to add ACD to existing CallManager setup. Could someone explain how all the pieces are packaged. Looking on CCO I'm a bit confused. Are ICM, IVR, and ICD all seperate software packages or are some part of another. Is skill-based routing supported in any of them?

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New Member

Re: Contact Center

skilled based routing can be achieved by both ICD and ICM.It depends on what level functionalities you want to acheive.If you are looking at only ACD functionality then ICD can take care of it..YES ICM,IVR and ICD all are different softwares.

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