ACD Channels

A channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. is the method that agents and contacts use to communicate. ACD channels include voice (phone calls) and work items, along with legacy chat, email, and SMS. To set up these channels, an administrator needs to set up the necessary routing components, like skills and points of contact.

ACD channels are separate from digital channels. Digital channels use the Digital Experience infrastructure, digital skills, scripts, and so forth.

Setting up a channel is a different experience for each media type. See the following pages for instructions that are specific to the ACD channel you're creating:

• Set Up Chat
• Set up Email
• Personal Connection
  • Set Up Agentless Proactive Voice Dialing
  • Set Up Agent Proactive Voice Dialing
  • Set Up Agentless Proactive SMS
  • Set Up Agentless Proactive Email
• Set Up SMS Messaging
• Set Up Inbound Voice
• Set Up Manual Outbound Voice
• Set Up Voicemail
• Set Up Work Items