User`s guide

10(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
Capacity / Limitations
A caller being in an ACD queue hears his individual
queue position / calculated waiting time. The maximum
queue position / calculated waiting time the caller will
hear does not exceed position 23 / 23 minutes, even
the individual queue position / waiting time is more
than 23.
This is because the voice prompts of the ACD queue
position are the same as used for the 24-hour voice
prompts.
Programming
3817
Dynamic queue length
It is possible to define whether or not the permitted
queue length will alter dynamically in correspondence
to the number of the active agents.
xxxx Enter directory number of ACD-group
z Enter required function:
Y = Dynamic queue length
N = Fixed queue length (default data)
NOTE:Command 3817 can also be set from an
external PC-based CCS system.
3816
Maximum queue length
When the maximum queue length has been reached,
new calls will be directed to the ACD-reroute position
of the corresponding ACD-group. See command 3824.
xxxx
Enter directory number of ACD-group
zz Enter required maximum length (1 - 63).
Default data = 25
NOTE: Command 3816 can also be set from an
external PC-based CCS system.
3825
Overflow time
This command will be used to define the programmed
waiting time limit (overflow time).
xxxx Enter the directory number of ACD-group
yy Enter the overflow time.
It must be set between 1 and 23 minutes. See
document ACD-GROUPS (105/155 34-ASB 150
02 Uen) ACD-VOICE ANSWER.
The value 0 means that the criteria is not active.
NOTE:This command can be set from an external
PC-based CCS system too.
3824
ACD reroute position
(See under ACD-GROUP GENERAL in this
documentl)
10 Jul 14:40 +15˚
DYNAMIC QUEUE 3817 xxxx z
backward forward c/i return
10 Jul 14:40 +15˚
QUEUE LENGTH 3816 xxxx zz
backward forward c/i return
10 Jul 14:40 +15˚
OVERFLOW TIME 3825 xxxx yy
backward forward c/i return