User manual

Chapter 11, Intelligent Queuing
Stage Description
3 Enable the system to maintain the current pilot queue depth. Otherwise, by
default, Intelligent Queuing only provides the estimated time for answer for a
new call, when it first arrives. The current pilot queue depth allows the system
to update the estimated time until answer for calls while they wait in queue.
See "Enable Current Pilot Queue Depth" for a procedure.
4 Modify appropriate call guides to include the following system variables:
• PILOTQPR
• CALCQUE
• CALCETA
• CALIQUE
• CALIETA
See "Call Guide Variables for Intelligent Queuing" for information. See "Create
a Call Guide" for a procedure.
Create a Prefix Digit Table that Supports Intelligent Queuing
Use this procedure to create a PDT that supports the Intelligent Queuing feature. A
PDT is an Automatic Call Distribution (ACD) construct that processes each ACD call
and outputs the following:
• The pilot's queue depth (initially and at subsequent intervals)
• The call's estimated time until answer (initially and at subsequent intervals)
Step Action Result
1. At the main Administrative Console
prompt, type PDT.
The console displays:
SELECT COMMAND => PDT
SELECT MODE: PRINT, DISPLAY,
UPDATE, TITLES, SEARCH =>
2. Type U. The console displays:
MODE: C=CREATE; M=MODIFY;
D=DELETE; T=TITLE... =>
3. Type C. The console displays:
PREFIX DIGIT TABLE NUMBER
or ?... =>
4. Type a number for the PDT. The console displays:
ENTER TITLE:..._________ =>
5. Type a title for the PDT. The console displays:
PDT USAGE: N=ON NET; O=OFF
NET... =>
M
M
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