Technical data

ACD Call Queuing Service 10-22
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
OPERATIONS
ACD Call Operation when All of agents are not ready
1. ACD call arrives and all the agents are not ready to receive the call.
2. ACD call will be queued and then 1st queuing announcement will be served.
3. After 1st queuing announcement timer expired, system checks there are next
announcement step admin is set or not.
4. If there is more next announcement step, 2nd announcement will be served.
5. And after 2nd announcement, system checks next announcement usage.
6. If all of announcement is expired, system checks the forward option.
7. If ACD call release option is set, this call will be released.
OR
8. If ACD call forward option is set, this call will be forwarded to registered destination.
Queuing Announcement Repeat Scenario.
1. If [Queuing Announcement Service Step] is set 5th Announcement.
2. And If [Repeat Announcements Count] admin is set 3 times
3. And if [Repeat Announcements Start Position] is set 3rd.
In that case;
4. ACD call arrives and all the agents are not ready to receive the call.
5. ACD call will be queued and then 1st queuing announcement will be served.
6. After first queued announcement service, the following step will be served:
2nd announcement service => 3rd announcement service => 4th announcement
service => 5th announcement service
=> 3rd announcement service => 4th announcement service => 5th announcement
service
=> 3rd announcement service => 4th announcement service => 5th announcement
service
First Queued Call Answer by Supervisor or Sub-Supervisor
1. If there are queued ACD call,
2. Dial {ACD Supervisor Queued Call Answer} feature code.
OR
3. Press flex button registered as {ACD Supervisor Queued Call Answer} feature code.
4. Supervisor or Sub-Supervisor can check CLI of first queued and sub-menu.
5. Press 1 is Answer the call
Release 1.0
November 2010