ACD routing project


Emin Gabrielyan

Oussama Hammami



This page presents the progress of the ACD routing project. The first version of the ACD quality routing is currently up and running on two mirror sites:


Presently, the routing system is applied only to calls to Armenia/Yerevan and functions with two vendors only. The design of the multi-vendor version with multiple destinations is a pending project. For a reference, a comprehensive introduction on call routing is available on


The initial project of ACD quality routing was defined and launched in October 2009 when we experienced serious problems with our main routes to Armenia:


Final documents on the architecture of the currently running implementation are public:


The progress of related projects can be tracked below:


[09,21 quality]


[09,22 routes]


[09,23 routing by ACD] (Public)


[10,2 routes]
10,2,1 annex]


[11,17 routes]


[11,24 acd routing] (Public)


[12,26 quality]



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