Technical data

ACD Call Queuing Service 10-25
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
ACD Group Attribute2 (PGM 214) … see details on page A-82
FWD AFTER QUEUING -- This entry defines reroute usage
after queuing time over.
13 0: Off
1: On
Off
Q-FWD DEST -- Reroute destination after queuing time over. 14 - -
AGENT NO-ANS OPTION -- This entry defines no-answer
Agent No-Answer case about ACD-call.
1 Not use
2 Forward: call will be forwarded to defined destination
3 DND: Agent state will be changed automatically to DND
state.
4 DND & Forward: Agent state will be change to DND state,
and ACD call will be forwarded to defined destination
15 0: Not use
1: Forward
2: DND state
3: DND & Forward
Not use
AGENT NO-ANS DEST -- When Agent No-Answer option is
Forward, applied destination can be assigned.
16 - -
PGM 214 BTN RANGE DEFAULT
SUPERVISOR PSWD CHECK -- This entry defines
check the supervisor password when supervisor
change group status.
1 0:Off
1:On
0:Off
AGENT-AGENT CALL -- This entry defines agent to
agent call restriction.
2 0:Allow
1:Direct call
2:Forward call
0:Allow
WORK MODE TIMER -- This entry defines wrap up
timer of Agent Work State.
3 001-240 60
AUTO-WORK MODE OPTION -- This entry defines
when change the agent work state. (It is applied,
when only agent has auto-work option).
1 CALL: after conversation, agent state will be
changed to work state.
2 CALL, RING: after conversation or after ringing,
agent state will be changed to work state.
3 CALL, OG: after conversation or after make
outgoing call, agent state will be changed to work
state.
4 CALL, RING, OG: after conversation or after ringing
or after make outgoing call, agent state will be
changed to work state.
40:Call
1:Call, Ring
2:Call OG
3:Call, Ring. OG
0:Call
PGM 213 BTN RANGE DEFAULT
Release 1.0
November 2010