Technical data

ACD Call Queuing Service 10-21
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
ACD Call Queuing Service
If all of agents are busy or all of agents are not log-in, next ACD call will be queued. Max queue
count can be changed by Administrator or Supervisor. When ACD call is queued, system gives
Queuing announcement. Each group can serve max 5 queuing announcements and can define
how many announcements can be served [Queuing Announcement Service Step PGM 213 -
Flex 7]. And also each group can have the rule how to handle the queued call after finish the
Queuing Announcement. In that case ACD call can be released or forwarded to registered
destination.
• If [queued count display option] admin is set [PGM 214 - Flex 8], queued count will be
displayed to Supervisor and Sub-Supervisor and all of agent keyset.
• An Administrator can make time interval for Queued call count display [PGM 214 -
Flex 9
• If {ACD Supervisor Queued Call Answer} feature code is saved at Supervisor's or
Sub-Supervisor's flex button, this button color will be steady-on when there are
queued ACD call. At that time, Supervisor or Sub-Supervisor can answer the first
queued ACD call or can forward to registered destination.
• Administrator can make Queuing Announcement Scenario with [Repeat
Announcements Count] and [Repeat Announcements Start Position] in PGM 213 -
Flex 9, 10. After [Queuing Announcement Service Step], if [Repeat Announcements
Count] is set. queuing announcement will be restarted from [Repeat Announcements
Start Position].
CONDITIONS
- Each Queuing Announcement playtime is max 600sec.
- If there is not registered forward destination, after queuing announcement, ACD call
will be released.
- Supervisor, Sub-Supervisor and all of Agents can check and listen all of ACD Group
Announcement with {ACD Announce Play} feature code.
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