Call center software call vectoring and expert agent selection

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I am not getting the answer that i need from avaya tech support so i thought that i'd give this forum a try. Either avaya doesn't even know their own products or they are just confused and in the process confused the heck out of me too.

What doesn't make sense here is that in our callcenters at the peak point we have over agents logged into the phones and being monitored by cms so if i only have logged in acd agents then that makes no sense to me at all.

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