User`s guide

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Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 F
106/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD-CALL PRIORITY
Definition
If an agent answers several queues, a priority between
the queues may be programmed.
Use
Each agent can answer calls to several queues (maxi-
mum 8). Each queue can be assigned a priority that is
individual to the agent.
For example, a company maintains two ACD groups,
one for technical support and one for purchase. When
agents are more experienced in technical matters but
not really familiar with economic matters, then a high
priority (highest priority = 0) should be assigned to the
ACD Group-keys for technical support and a low priori-
ty for the ACD Group-keys for purchase on their tele-
phone sets.
In this case a second group of agents should be avail-
able with conversely programmed priorities. Other-
wise, calls waiting in the purchase queue have to wait
until the queue for technical support is empty, even if
calls into the technical support queue arrive later than
the purchase call has arrived in the other queue.
The technical support group will be connected mainly
to calls from the technical support queue. Only if in this
queue no callers are waiting the technical support
group will receive calls from the other group (pur-
chase) if there are queued calls.
Operation
For each ACD-group answer key the order of priority
for answering the calls must be defined.
If all agents who have programmed the highest priority
to an ACD group are busy, it will be checked if any
agent has programmed lower priority to this ACD
group and is free. If so, the call will be presented to this
agent.
As soon as calls exist in the queue to which the agent
has assigned highest priority, no calls will be
presented from other queues to which this agent has
assigned lower priority.
As soon as an agent goes free, the call that has been
queued longest time will be presented to the agent’s
telephone which has assigned highest priority to the
queue related to this call.
Capacity
Not applicable.
Limitation
None.
Programming
0304
State answer priority for the group
Groups that are to be handled by the agent can be
assigned a priority that is individual for a certain agent.
Individual priorities can be assigned to different
ACD-groups. This means that if the agent is free a
queued call will be presented from the queue with the
highest priority. If no calls exist in this queue, the
longest-queued call will be selected from the next
queue in the order of priority.
xxxx enter the agent’s directory number
yy enter the relevant key (00-48)
z enter required priority 0 - 7 for the ACD-
group
The highest priority is 0.
Equipment
None.
10 Jul 14:40 +15˚
ACD GROUP PRIORITY 0304 xxxx yy z
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