Modern contact center platforms are built on top of powerful technology stack. The underlying stack makes it simpler for the developers of call center software to focus on the building functionality around the two main aspects of voice customer contact, namely the Dialer and the ACD Engine. I am not ignoring the growth in the use of social media and chat within inbound centers for live customer contact. A good ACD should treat be able to all media types and queue them in a similar fashion using skills based routing and queue prioritization.
Large enterprise contact centers require their ACD (Automatic Call Distribution) to be flexible. The primary objective of a call center ACD is to manage routing and handling all incoming calls resulting in appropriate calls being connected to the most suitable agent. Hot desking is the flexibility available for agent seating within a call center. On-hook and Off-hook describe the state of the agent telephone device. An On-hook agent phone has to ring to incoming call, like regular phones. An off-hook agent is already connected and would hear an audible beep before a new call is handed out.