Personal telephony

Personal telephony is when a caller wants to reach a specific person. Personal calls handled by ACE are known as Direct Inward Dialling.

If the person searched for is unavailable there are several options to deal with the call, as seen in Direct Inward Dialing and alternative answering point

Direct Inward Dialling functionality for individual users is configured in ACE Admin, as described in All details in the User accounts window.

Working with both personal telephony and as an agent in the contact centre, you only need one extension.

• For the back office user, i.e. not logged in to ACE Agent, the Direct Inward Dialling functionality is only available if the call is made to a fixed Voice extension; i.e. not a mobile number.
• For the agent, i.e. a user logged into ACE Agent, the personal call is handled regardless of which number was dialled, provided that the access number belongs to the same IVR pool as the agent.

When configuring personal telephony in ACE Voice there are some additional issues which needs your attention, such as if ACE Dialer is used for campaign telephony or if you frequently route calls between different organisations. For details see the document Configuration Instructions ACE ServiceNode.

Personal telephony is used when logged in with ACE Agent or ACE Interact with CTI. (Not in Light Mode.)