User`s guide

7(16)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 G
105/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD-QUEUEADMINISTRATION AND
OVERFLOW CRITERIAS
Definition
Queue administration denotes the way incoming calls
are handled by the various ACD-queues and it is
based on the call priority and on 3 overflow criterias:
• Overflow log-off criteria
• Overflow length criteria
• Overflow waiting time criteria
Call priority and administration denote how calls are
selected and distributed via available agents.
Use
Each call that arrives at the ACD-group will be queued,
unless it can be presented immediately to a free agent.
When an agent goes free the longest waiting call will
be presented to this agent provided that there is no
agent with higher priority.
Priority at agent level
Each agent can have an arbitrary (optional) priority for
the call queues that are to be answered. For example
an agent who is experienced enough to deal with calls
from several queues has these queues as priority 1,
whereas the other agents have the queue as priority 0.
In this manner, if all agents dealing with one queue are
busy, the calls will immediately be directed to the
agent(s) who has/have priority 1.
Overflow log-off criteria
This is the overflow criteria that takes in consideration
the log-status of the agents. If all the agents are
logged off, a new call is routed to the reroute position
of the corresponding ACD-group.
Overflow length criteria
If the queue is at its maximum length the new incoming
call will be rerouted to an ACD-reroute position that is
individual for each ACD-group. This reroute position
can be another ACD-group, an external abbreviated
number, a common mailbox, an external voice mail
system such as Voice 4000, or a telephone answering
machine that can provide a message (stating that the
queue is at maximum length and requesting the caller
to leave her/his telephone number to be called later).
Overflow waiting time criteria
This is an overflow criteria in reference to the expected
waiting time in queue.
For each new call coming into an ACD-group the ex-
pected waiting time will be automatically calculated as
follows:
Average speech time X Actual position in queue
Active agents in that group
If the result is equal or longer than the programmed
waiting time limit (overflow criteria), the new call will be
routed to the reroute position of the corresponding
ACD-group .
If the ACD-reroute position is another ACD-group, the
call will enter the corresponding queue and the expect-
ed waiting time in this queue will be checked. If in this
queue another overflow waiting time criteria is
matched, the call will not be routed any more; instead
busy tone will be sent to it.
Blocking tone will be sent to the caller when the ACD-
reroute position is a night switched ACD-group or there
are no active agents for the considered ACD-group.