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VA Technical Reference Model v 20.4

ACDnxt (Automatic Call Distributor)
ACDnxt (Automatic Call Distributor) Technology

General InformationGeneral Information help

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

Website: Go to site
Description: ACDnxt (automatic call distributor) is a call distribution technology that provides various built-in features to unify contact centers for agents, supervisors and callers across the enterprise. These features include blended phone, email and chat queues, multiple call distribution algorithms, call handling steps for agents, and real-time data feeds. ACDnxt is a tContact module for the Technology for Business (TFB) Media Server and Computer Telephony Integration (CTI) Server and is part of the TFB tContact Suite.

Please note that websites are not available for this software.
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology qualifies for a legally-defined Exception (Back Office) as determined by the Section 508 Office and will not need a 508 assessment prior to being available in the TRM. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov.
Decision: Prohibited. This entry is not (currently) permitted to be used under any circumstances.

Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v20.2
Decision Date: 02/27/2020
Introduced By: TRM Request
Vendor Name: Fusion
- The information contained on this page is accurate as of the Decision Date (02/27/2020).