QuadroM 32x/8L/26x/12Li/26xi Manual II: Administrator's Guide
Administrator’s Menus
QuadroM 32x/8L/26x/12Li/26xi; (SW Version 5.2.x)
56
2.
ACD Group Settings
This group is used to adjust the ACD group settings and has the
following components:
Max Queue Size
defines the maximum number of calls waiting in
the queue. If all positions of the queue are busy and a new call
arrives, it will be rejected by the Agents Group.
Agent Ring Timeout
defines the maximum ringing time of the
agent’s phone. If the call is not answered before this timer expires,
the system will try to connect the call to another agent in that group.
Group Ring Timeout
defines the maximum waiting time of the calls
in the queue including connection time (when the call is extracted
from the queue and rings on the agent’s phone until it is answered).
If this value for some call in the queue is exceeded then the call is
being disconnected unless the call redirection is enabled from this
page. In that case the call will be redirected to another destination
as defined here.
Fig. II-102: Extensions Management - Edit Entry – ACD Group Settings page
Call Distribution Type
defines the method of choosing the agents within the group for connecting the call. The following distribution types are
available:
•
All Agents Ringing
– the system tries to reach all available agents in the group ringing their phones. As soon as the first answers, it
cancels the calls to other agents (similar to Many Extension Ringing on the Quadro, see Manual III – Extension User’s Guide). If no one
answers within
Common Timeout
, the system either disconnects or redirects the call.
•
Round Robin
– the system calls to the first available agent in the list of agents configured with AG. If the agent doesn’t answer within
Ringing Timeout
, the system tries to reach the next agent in the list, etc. Reaching the end of the list it starts from the beginning again. If
the call is not answered and the
Common Timeout
has expired, the system either disconnects or redirects the call.
•
Longest Idle
– the system calls to the first available agent who was longest idle after the last call. If the agent doesn’t answer within
Ringing Timeout
, the system tries to reach another agent who was longest idle, etc. If the call is not answered within
Common Timeout
,
the system either disconnects or redirects the call.
•
Least Busy During Last Hour
- the system calls to the first available agent who was least busy during the last hour (in average). If the
agent doesn’t answer within
Ringing Timeout
, the system tries to reach the next least busy agent, etc. If the call is not answered within
Common Timeout
, the system either disconnects or redirects the call.
•
Random Hunting
– the system calls to the first available agent selected randomly from the list of agents configured with Agents Group. If
the agent doesn’t answer within
Ringing Timeout
, the system tries to reach another agent selected randomly from the list, etc. If the call is
not answered within
Common Timeout
, the system either disconnects or redirects the call.
•
Skills
- the system calls to the first available agent with the highest composite skill’s grade in the group. If the agent doesn’t answer within
Ringing Timeout
, the system tries to reach the next agent with the highest composite skill, etc. If the call is not answered within
Common
Timeout
, the system either disconnects or redirects the call.
Enable Redirect
checkbox is used to enable the call redirection to the other destination after some time spent in the queue. This will avoid the caller
to wait in the queue for too long. This checkbox selection enables the following components:
Call Type
lists the available call types:
•
PBX
- local calls to Quadro’s extensions
•
SIP
– calls through a SIP server
•
PSTN
– calls to a global telephone network
•
Auto
– used for undefined call types. The destination (independent on whether it is a PBX number, a SIP address or a PSTN number) will
be reached through the Call Routing Table.
The Redirect
Address
text field is used to define the address where the call will be redirected. It might be within the scope of ACD, like the address
of another ACD agent, or out of scope, like the address of some voice mailbox. The value in this field is strictly dependent on the
Call Type
defined
in the same named drop down list. If the
PBX
call type is selected, the Quadro extension number should be defined in this field. For the
SIP
call type,
the SIP address (see chapter
Entering a SIP Addresses correctly
) should be defined, for the
PSTN
call type, the PSTN user number should be
defined here. For the
Auto
call type, a routing pattern needs to be defined.
Enable ZeroOut
checkbox enables the ZeroOut feature. When this feature is enabled, callers that have reached the ACD Group extension may
accelerate the automatic redirection instead of holding in the extension’s queue. To activate this feature, caller should dial
digit (see Feature
Codes) while in the queue of ACD Group extension. The caller will then be automatically transferred to the destination specified in this page. This
selection activates the following fields to be inserted:
Redirect Call Type
drop down list includes the available call types:
•
PBX
- local calls between Quadro extensions and the Auto Attendant
•
SIP
– calls through a SIP server
•
PSTN
– calls to PSTN
