# Virtual Contact Centers

Network ACD can also be used to deploy Virtual Contact Centers in an IP environment. In a Virtual Contact Center, calls are evenly distributed among ACD Agents in a specific ACD Agent Skill Group regardless of the ACD Agent’s geographic proximity to other ACD Agents in their ACD Agent Skill Group and/or the ACD Agent Controller to which they are registered.

This is accomplished by:

- Using geographically dispersed ACD-enabled devices registered on the same ACD Agent Controller.

- Placing ACD Agents separated by geographic boundaries in common ACD Agent Skill Group(s) on the same ACD Agent Controller.

Calls can now be evenly distributed based on which ACD Agent has been idle the longest regardless of their physical proximity to the ACD Agent Controller they are registered with and/or other ACD Agents in their group.

This configuration is similar to resilient deployments:

- Networked ACD is used in Virtual Contact Center deployments.

- All ACD Paths are programmed on the Queuing Gateway Controllers and all ACD Agents and ACD Agent Skill Groups are programmed on the ACD Agent Controller(s).

With all ACD Agents and Supervisors on a single MCD system, the following are supported:

- Longest Idle ACD Agent

- Silent Monitoring/Help

- Threshold Alerting

With Virtual ACD, all ACD Agents are registered on a single ACD Agent Controller, often referred to as an IP User Gateway. Virtual ACD requires:

- All Hot Desk ACD Agents are programmed on a single ACD Agent Controller.

- All ACD Paths are programmed on all Queuing Gateways.

- All MCD systems are networked together using IP Networking.

- All systems are configured as a Cluster

- Remote sets may be registered with remote MCD systems, or may be Teleworker sets

- When the ACD Agents log in, their registration is redirected to the ACD Agent Controller

Related Topics

- ACD Scaling - Clustered ACD (with IP)

- ACD Resiliency - Clustered ACD (with IP)

- Traditional (TDM) Networked ACD