View Single Post
Old 11-27-2015, 05:46 AM
hill23 hill23 is offline
Hot Shot
Join Date: Nov 2011
Posts: 15
hill23 has 10 reputation points


MQA is really the predecessor to AACC, as it enables agents to login to up to 5 ACD queues on a CS1k without an AACC6 connected.

AACC6 (& NES CC6, CC7 & Symposium) introduces Skill based routing with the Contact Centre controlling where a call is distributed via scripting & skillsets, rather than the basic call routing the switch provides with ACD.

Therefore MQA is not usually implemented if you are using AACC6. (Although it could be set up as a fall back option for if the Contact Centre goes down).

Reply With Quote