Contact center fundamentals: ACD and IVR and CTI

See also

Sources

1. 1
   Amazon Connect Customer creates an agent queue automatically for each agent added; contacts reach an agent queue only when a flow explicitly sends them there.

   Standard queues and agent queues in your Connect Customer contact center · Standard queues and agent queues, type bullets · Checked 2026-10-02
2. 2
   Contacts in Amazon Connect Customer agent queues have the highest priority and zero delay, so they are offered before contacts waiting in standard queues.

   Standard queues and agent queues in your Connect Customer contact center · Standard queues and agent queues, paragraph after type bullets · Checked 2026-10-02
3. 3
   Amazon Connect Customer ships with a default queue named BasicQueue and a default routing profile named Basic routing profile, which together with the default flows let a contact center run without customization.

   How Connect Customer uses routing profiles · Default routing profile: Basic routing profile · Checked 2026-10-02
4. 4
   An Amazon Connect Customer routing-profile queue delay of X seconds means a contact is not offered to agents with that profile until it is at least X seconds old, regardless of whether those agents are idle.

   Queue priority and delay examples to help you load balance Connect Customer contacts · Example 5: Agent is idle and Contact is in 30 second delay queue · Checked 2026-10-02
5. 5
   AWS warns that DTMF digits entered quickly while a contact moves between flows can be dropped, so a Store customer input block in the second flow may capture only part of the digits.

   Flow block in Connect Customer: Get customer input · Error scenarios · Checked 2026-10-02
6. 6
   When choosing between two available Amazon Connect Customer agents, routing first compares how many contacts each is handling across all channels and offers the contact to the one handling fewest; time available only breaks ties.

   Queue priority and delay examples to help you load balance Connect Customer contacts · Example 7: Both agents are available, but one is already handling contacts on another channel · Checked 2026-10-02
7. 7
   When no Amazon Connect Customer agent is available, contacts wait in queue and are serviced first-come first-served by time in queue; a routing profile can prioritise one queue over another but order within a queue is set by when the contact was added.

   How routing works in Connect Customer · How routing works in Connect Customer, routing logic bullets · Checked 2026-10-02
8. 8
   The Amazon Connect Customer Get customer input block accepts only single DTMF digits 0-9, # and *; multi-digit entries such as card numbers require the Store customer input block.

   Flow block in Connect Customer: Get customer input · Description · Checked 2026-10-02
9. 9
   The DTMF timeout on the Amazon Connect Customer Get customer input block must be set statically between 1 and 180 seconds and, for voice, measures time until the first digit.

   Flow block in Connect Customer: Get customer input · Configure for DTMF input, Set timeout · Checked 2026-10-02
10. 10
    The Amazon Connect Customer Get customer input block supports interruptible prompts with DTMF or an Amazon Lex bot for spoken input; on chat it works only with Lex and is not supported for tasks or email.

    Flow block in Connect Customer: Get customer input · Description; Contact types table · Checked 2026-10-02
11. 11
    By default, when several Amazon Connect Customer agents are ready for an inbound contact, it is routed to the agent who has been in Available status the longest.

    How routing works in Connect Customer · How routing works in Connect Customer, routing logic bullets · Checked 2026-10-02
12. 12
    In Amazon Connect Customer, a queue and channel combination listed only under a routing profile's manual assignment section is not routed automatically; agents pick those contacts from a worklist (tasks, emails and chats only).

    How routing works in Connect Customer · How routing works with manual assignment · Checked 2026-10-02
13. 13
    The Amazon Connect Customer metrics APIs do not support agent queues, and historical metrics reports hide agent queues unless 'Show agent queues' is enabled.

    Standard queues and agent queues in your Connect Customer contact center · Queues in metrics reports, final paragraph and Tip · Checked 2026-10-02
14. 14
    In Amazon Connect Customer each agent is assigned to exactly one routing profile, and a routing profile can have many agents.

    How Connect Customer uses routing profiles · How Connect Customer uses routing profiles, opening bullets · Checked 2026-10-02
15. 15
    In Amazon Connect Customer, handling an inbound or outbound contact moves an agent to the bottom of the inbound routing order by default; the routing profile option 'Outbound calls should not impact routing order' excludes outbound contacts from that calculation.

    How routing works in Connect Customer · How routing works in Connect Customer, paragraph after the Tip · Checked 2026-10-02
16. 16
    An agent's queue priority in an Amazon Connect Customer routing profile orders queues for that agent; it does not decide which of several available agents receives a contact.

    Queue priority and delay examples to help you load balance Connect Customer contacts · Example 6: Different routing profiles, same queues, different priorities · Checked 2026-10-02
17. 17
    In an Amazon Connect Customer routing profile, queue priority takes precedence over delay: agents take contacts from a lower-priority queue only when higher-priority queues are empty, even if the lower-priority contact has passed its delay.

    Queue priority and delay examples to help you load balance Connect Customer contacts · Example 3: Different Priorities and Delays · Checked 2026-10-02
18. 18
    An Amazon Connect Customer routing profile specifies the channels its agents support, the queues they handle, and the priority and delay of each queue; queues are linked to agents only through a routing profile.

    How Connect Customer uses routing profiles · Routing Profiles Link Queues and Agents · Checked 2026-10-02
19. 19
    AWS documentation states that Amazon Connect Customer is the current name for the product previously called Amazon Connect, and that Amazon Connect now names a set of agentic AI solutions for different business functions.

    What is Connect Customer? · What is Connect Customer?, opening Note · Checked 2026-10-02
20. 20
    The Amazon Connect Customer real-time metric Agents after contact work counts contacts in the AfterContactWork state, not the number of agents.

    Metrics definitions (real-time metrics URL) · Metric heading: Agents after contact work · Checked 2026-10-02
21. 21
    In Amazon Connect Customer real-time metrics, Agents available counts agents who can take an inbound contact, and an agent can take inbound contacts only after manually setting their status to Available in the CCP.

    Metrics definitions (real-time metrics URL) · Metric heading: Agents available · Checked 2026-10-02
22. 22
    The Amazon Connect Customer real-time metric Agents on contact counts an agent handling several concurrent contacts once.

    Metrics definitions (real-time metrics URL) · Metric heading: Agents on contact · Checked 2026-10-02
23. 23
    Amazon Connect Streams is an AWS JavaScript library for browser-based contact center integration, typically with CRM systems, that embeds the Contact Control Panel and exposes agent and contact state events.

    amazon-connect/amazon-connect-streams · README, introduction · Checked 2026-10-02
24. 24
    The amazon-connect-streams repository is licensed under Apache 2.0.

    amazon-connect/amazon-connect-streams · README, License section · Checked 2026-10-02
25. 25
    In Amazon Connect Customer, a contact an agent transfers back to a queue by quick connect keeps its original enqueue time for ranking, while a queue-to-queue transfer in a flow or API uses the new enqueue time.

    How routing works in Connect Customer · How routing transfers works · Checked 2026-10-02
26. 26
    The current ECMA-269 edition listed by Ecma International is the 9th edition, dated December 2011.

    ECMA-269 Services for Computer Supported Telecommunications Applications (CSTA) Phase III · Standard landing page, edition field · Checked 2026-10-02
27. 27
    ECMA-269 (CSTA Phase III) specifies an interface and services between two entities that request and provide communication services, for functional integration between a computing network and a telecommunications network.

    ECMA-269 Services for Computer Supported Telecommunications Applications (CSTA) Phase III · Standard landing page, scope/description paragraph · Checked 2026-10-02
28. 28
    ECMA-269 is published by ISO/IEC as ISO/IEC 18051 and by ETSI as TS 102 173.

    ECMA-269 Services for Computer Supported Telecommunications Applications (CSTA) Phase III · Standard landing page, equivalent standards fields · Checked 2026-10-02
29. 29
    Genesys Cloud's Assignment Service disconnects a conversation that has waited in queue for 59 days.

    Genesys Cloud ACD processing · ACD processing, note on maximum queue time · Checked 2026-10-02
30. 30
    When choosing the next agent, Genesys Cloud looks back only 7 days; an agent not on queue for more than 7 days has their last handled time ignored.

    Routing and evaluation methods · Note on 7-day lookback · Checked 2026-10-02
31. 31
    Genesys Cloud Best Available Skills evaluates the 100 longest-idle agents with the required skills and routes to the one with the highest average proficiency, using idle time as tiebreaker.

    Routing and evaluation methods · Evaluation methods, Best Available Skills · Checked 2026-10-02
32. 32
    Genesys Cloud Bullseye routing targets a sub-queue of agents with specific skills and relaxes the requested skills when no agents in the target are available.

    Routing and evaluation methods · Routing methods, Bullseye · Checked 2026-10-02
33. 33
    All Skills Matching is the default Genesys Cloud evaluation method for a new queue; it selects the agent with all required skills who has the longest time since last interaction, regardless of proficiency.

    Routing and evaluation methods · Evaluation methods, All Skills Matching · Checked 2026-10-02
34. 34
    The Genesys Cloud evaluation method Disregard Skills, Next Agent routes to the first available agent without considering skill requirements or ratings.

    Routing and evaluation methods · Evaluation methods, Disregard Skills, Next Agent · Checked 2026-10-02
35. 35
    Genesys Cloud ACD considers only agents who are on queue, filters that list by required skills and languages, and leaves an interaction waiting in queue until a matching agent becomes available.

    Genesys Cloud ACD processing · ACD processing, agent surplus and no-match sections · Checked 2026-10-02
36. 36
    Genesys Cloud screen pop scripts work only when the interaction is transferred to ACD.

    Set Screen Pop action · Set Screen Pop action, note on transfers · Checked 2026-10-02
37. 37
    Genesys warns that values passed to screen pop script input variables are not deleted or updated by its GDPR APIs, so personal data should not be placed in them.

    Set Screen Pop action · Set Screen Pop action, GDPR note · Checked 2026-10-02
38. 38
    Only published Genesys Cloud scripts can be selected in the Set Screen Pop action.

    Set Screen Pop action · Set Screen Pop action, script selection · Checked 2026-10-02
39. 39
    In Genesys Cloud ACD, waiting interactions are distributed by arrival time to the millisecond, and one point of priority counts as one extra minute of waiting time.

    Genesys Cloud ACD processing · ACD processing, interaction surplus section · Checked 2026-10-02
40. 40
    Genesys Cloud queues offer routing methods named Standard, Predictive, Preferred agent, Bullseye and Conditional group routing.

    Routing and evaluation methods · Routing methods section · Checked 2026-10-02
41. 41
    Genesys Cloud documents two ACD matching situations: agent surplus (an interaction arrives with several agents available) and interaction surplus (several interactions wait when one agent becomes available).

    Genesys Cloud ACD processing · ACD processing, opening section · Checked 2026-10-02
42. 42
    Longest-idle selection among qualified agents is the default agent-selection rule in both Amazon Connect Customer and Genesys Cloud, though the platforms measure idleness differently (time Available versus time since last ACD interaction).inferred

    How routing works in Connect Customer · How routing works in Connect Customer, routing logic bullets; compared with genesys-help-acd-evaluation-routing-methods, All Skills Matching · Checked 2026-10-02
43. 43
    Queue priority is not one concept across platforms: Amazon Connect Customer orders queues per routing profile, while Genesys Cloud converts interaction priority into equivalent waiting minutes, so a 'priority 1' setting does not transfer between them.inferred

    Queue priority and delay examples to help you load balance Connect Customer contacts · Examples 3 and 6; compared with genesys-help-acd-processing interaction surplus section · Checked 2026-10-02
44. 44
    The ready-to-receive agent state has different names on different platforms (Available in Amazon Connect Customer and Webex Contact Center, On Queue in Genesys Cloud), so state names should not be compared literally across vendors.inferred

    Genesys Cloud ACD processing · ACD processing, on-queue agent list; compared with cisco-help-nvg4gu6-wxcc-understand-agent-states Available and aws-connect-real-time-metrics-definitions Agents available · Checked 2026-10-02
45. 45
    RFC 4733 (Standards Track, December 2006) defines how DTMF signalling, other tone signals and telephony events are carried in RTP packets.

    RFC 4733: RTP Payload for DTMF Digits, Telephony Tones, and Telephony Signals · Abstract · Checked 2026-10-02
46. 46
    RFC 4733 obsoletes RFC 2833 and removes the earlier requirement that all implementations support DTMF events.

    RFC 4733: RTP Payload for DTMF Digits, Telephony Tones, and Telephony Signals · Header (Obsoletes: 2833); Abstract · Checked 2026-10-02
47. 47
    In TAPI, a telephony service provider (TSP) is a DLL that receives standardized commands from TAPI and handles the device-specific commands exchanged with the telephony device.

    Telephony Application Programming Interfaces - Win32 apps · Interface table, row TSPI · Checked 2026-10-02
48. 48
    Microsoft describes TAPI 2.x as a C-language API for communications applications ranging from basic modem control to call centers with multiple agents and switches.

    Telephony Application Programming Interfaces - Win32 apps · Interface table, row TAPI 2.x · Checked 2026-10-02
49. 49
    Microsoft describes TAPI 3.x as a COM-based API that merges classic and IP telephony.

    Telephony Application Programming Interfaces - Win32 apps · Interface table, row TAPI 3.x · Checked 2026-10-02
50. 50
    Cisco describes Unified Contact Center Express as contact center software for up to 400 agents with IVR ports, covering inbound voice, outbound voice, outbound IVR and digital channels.

    Cisco Unified Contact Center Express · Product overview paragraph · Checked 2026-10-02
51. 51
    In Webex Contact Center, the Available state means an agent can accept contact requests as they arrive.

    Understand agent states · Agent availability states, Available · Checked 2026-10-02
52. 52
    In Webex Contact Center, Engaged Other means the agent is busy on a different channel and their multimedia profile prevents accepting new requests on the current channel.

    Understand agent states · Call-specific states, Engaged Other · Checked 2026-10-02
53. 53
    Webex Contact Center agents start in the Idle state when they sign in.

    Understand agent states · Agent availability states, Idle · Checked 2026-10-02
54. 54
    In Webex Contact Center, Reserved is the temporary state in which the system has selected an agent and offered an inbound or outbound request, before the agent accepts or rejects it.

    Understand agent states · Agent availability states, Reserved · Checked 2026-10-02
55. 55
    Webex Contact Center places an agent in the system-assigned Idle code RONA when a delivered call is not answered before the configured RONA timer expires.

    Understand agent states · System-assigned idle aux codes, RONA · Checked 2026-10-02
56. 56
    In Webex Contact Center, Wrap-Up is the state in which an agent does post-interaction tasks such as notes or record updates, after which the agent returns to Available.

    Understand agent states · Call-specific states, Wrap-Up · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Contact center fundamentals: ACD and IVR and CTI. WarmTransfer. https://warmtransfer.net/knowledge/contact-center-fundamentals

@misc{warmtransfer-contact-center-fundamentals,
  title  = {Contact center fundamentals: ACD and IVR and CTI},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/contact-center-fundamentals},
  note   = {Verified 2026-10-02}
}