User`s guide

9(16)
Datum/Date
Rev
Dokumentnr/Documentnr
Uppgjord/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
Principle of queue administration
Incoming external or internal calls
Call is queued
queue is full?
Ye s
No
ACD group is
night switched?
Ye s
agents?
active
No
No
Ye s
No
Free agent with
highest priority?
Free agent with
lower priority?
No
Ye s
Ye s
Call presented to
selected agent
agents?
active
Ye s
No
overflow time
is reached?
No
1
*
- if no ACD reroute position has been defined, the
external calls will be rerouted to the corresponding
trunk answering position.
reroute position
is defined?
No
Ye s
Call is queued
No
ACD group is
night switched?
Ye s
agents?
active
No
No
queue length
is reached?
Ye s
Ye s
No
Ye s
No
overflow time
is reached?
blocking tone
(1 )
*
answer position
is an ACD
night
group?
reroute position
is an ACD
group?
answer position
is defined?
busy tone
No
Ye s Ye s
Call is rerouted to
ACD night answer position
Call is rerouted to
ACD reroute position
2
*
- if no ACD night answer position has been defined, the
external calls will be rerouted to the corresponding
trunk answering position.
Ye s
ACD
ACD night
No
(2 )
*
(see procedure above)
LOG-OFF
CRITERIA
CALL
CHECK
LENGTH
CRITERIA
WAITING
CRITERIA
TIME
PRIORITY