Technical data

ACD Call Distribution by Priority 10-16
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
ACD Call Distribution by Priority
Administrator or Supervisor or Sub-Supervisor can assign or change priority of agents. There
are 20 levels as priories; low level value is means higher priority. Administrator or Supervisor or
Sub-Supervisor can make sub-group of agents with priority level In a ACD Group.
When ACD call arrived, at first higher priority group's agents will be received the ACD call, and
then all of agents of higher priority group are busy, next priority group's agent will be received
next ACD call. Administrator can make priority of agent in [ACD Agent Priority] admin
PGM124-Flex11. And Supervisor or Sub-Supervisor can make priority in their Station Web
Program page in Web admin.
CONDITIONS
- Agent's Priority can be applied when agent goes to log-in and ready state.
- Supervisor and Sub-Supervisor can change the priority at their Station Program in
Web Program.
OPERATIONS
Change Priority of agents by Supervisor or Sub-Supervisor
1. Enter Station Program page in Web-Admin of site with password of Supervisor or
Sub-Supervisor.
2. Go to ACD Group Management field in Station Program.
3. Only Supervisor or Sub-Supervisor can access the ACD Group Management field.
4. Supervisor or Sub-Supervisor can change priority of Agents.
INFO DATA PRINT -- This entry defines usage of
ACD Call Traffic Information data Print or Not.
Information Traffic data will be printed at
Information-Print Port.
16 0:Off
1:On
0:Off
INFO PRINT INTERVAL -- This entry defines print
interval seconds of Information Traffic data.
17 001-250 001 (10 sec)
INFO CLR AFTER PRT -- If this value is ON, after
print Information traffic data, previous data will be
deleted.
18 0:Off
1:On
0:Off
PGM 214 BTN RANGE DEFAULT
Release 1.0
November 2010