Specifications

NDA-24213 CHAPTER 9
Page 177
Issue 3.0
ACD Procedures
Split Data
(c)
Auto Work on Dial Out
(optional)
Check to automatically put the agent into Work mode when an offhook condition exists or a
dial tone is present on the agent’s PBX line.
(d)
Auto Ready on Release
(optional)
Check to automatically put the agent into Ready mode upon releasing a call on the agent’s PBX
line.
STEP 10:
Conditional Queuing Threshold
(optional
)
(a) Use the up and down arrows to set the appropriate value as indicated below:
• No Calls Accepted:
No incoming calls are accepted into the queue.
•
Agents Available:
Specify the minimum number of available agents before
calls can be accepted into the queue. If the number of
available agents is greater than or equal to the minimum
specified, the call will be accepted. Valid values are from
1 to the maximum number of positions for your
installation.
•
Calls In Queue
: Specify the maximum number of unanswered calls
allowed in the split queue before additional calls will not
be accepted. If the number of waiting calls is less than this
number, the call will be accepted. Valid values are from 1
to the maximum number of positions for your installation.
Note:
See the “Queuing–ACD” section in the “CallCenterWorX ACD Features and Specifications” manual for
detailed information on Conditional Queuing Threshold.
STEP 11:
Call Waiting Thresholds
(a)
Light
(optional)
Using the up and down arrows, select the minimum number of calls which can wait in this split
before turning on the Call Waiting lamp. Valid values are from 0 to 300 (0 = feature not used).
(b)
Flash
(optional)
Using the up and down arrows, select the minimum number of calls which can wait in this split
before flashing the Call Waiting lamp. Valid values are from 0 to 300 (0 = feature not used).
(c)
Chime
(optional)
Check to produce a Chime at positions currently in Work mode or Break mode when the Call
Waiting lamp is turned on or begins flashing.
STEP 12: Press
Update
to save the new information.
STEP 13: Press
Close
to exit the data screen.