Multi Layer Architecture

The ANCD group differs from the ACD group in that its members are only other ANCD or ACD groups and not ACD agents. This means that it is possible to configure a distribution tree of ANCD and ACD groups that are used to either distribute or redistribute calls to the ACD group that can best handle the call. The ANCD group will always know the current status of the ANCD and ACD groups that are configured as its members. Different ACD groups can be member of a common ANCD group, which at the same time, can be a member of another ANCD group.