Method for managing data in an automatic call distribution system

摘要

A method for managing CTI data in an automatic call distribution ACD is described. In this case, caller data is determined by a call center forwarding CCR and/or an interactive voice response unit is transmitted to a CTI instance CTII for forwarding control, with customer data being extracted from a customer database KDB and entered in a customer data document KDD to which access takes place from an agent workstation AWP.