Avaya Communication Manager Contact Center, Руководство пользователя

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Split queues
Issue 1.0 May 2003 27
Calls queue only if no agents are available, a queue is assigned to the split, and the queue
is not full. If the queue is full, the caller hears a busy tone or the call goes to coverage. If
the split is vector controlled, then this step will fail. Furthermore, if no agents are logged
into the split or if all agents are in AUX work mode (described later), calls do not queue.
Priority and normal split queues
Each split can have two queues: a normal queue and a priority queue. A split always has a
normal queue and can also be assigned a priority queue. The ACD distributes all calls in
the priority queue before it distributes any calls in the normal queue. Therefore, the priority
queue, if one exists, must be empty before the ACD distributes calls in the normal queue.
Priority queuing may be assigned in the Class of Restriction (COR) associated with the
split extension number. A split may also be assigned Priority Queuing on Intraflow, which
means that calls to that split, if rerouted to another local split, will enter the destination
split’s priority queue.
Split queue size
Queue size is established through communication server administration. Calls arriving
after the administered queue limit is reached receive a busy signal or go to the split’s busy
coverage if administered. (If the split is vector controlled, then this step will fail.) Or, calls
can be redirected to a local or remote destination. See the Intraflow and Interflow for more
information.
Announcements for calls in a split queue
When a call enters a split queue, the caller hears ringing until the call is connected to an
agent or an announcement. Depending on the treatment assigned to a split, the caller may
hear one or two announcements, music, or silence. An announcement is a recorded
message that provides information such as the destination the call has reached or a
company’s business hours, or it tries to persuade the caller to stay on the line.
Things to know before you start
Announcements and delay time are assigned to splits through communication server
administration. Delay time is the amount of time a call will wait in queue before receiving an
announcement. If a call connects to an agent before the delay time expires, the caller does
not hear the announcement. If a call connects to an agent while an announcement is
playing, the announcement stops. After the first announcement plays, the caller hears
music or silence until the second announcement plays or the call connects to an agent.
The type of caller feedback (music or silence) is also assigned to a split through
communication server administration.