Mitel Version 5.7 SP1 Understanding the call flow process

426 Chapter 17 Intelligent Queue

Understanding the call flow process

Mitel ACD, an advanced automatic call distribution feature package that is fully integrated with Mitel enterprise

communications platforms, provides the following capabilities:

• Route calls to the most appropriate group(s)

• Queue and prioritize callers

• Distribute calls fairly within a group—longest idle or highest skilled agent gets the call

• Automatically reroute or expand the availability of agents based on current queue conditions

• Network multiple contact centers together

• In-queue messaging

Mitel’s ACD functionality allows contact centers to distribute incoming calls to the longest idle agent or the

agents with the highest skill level.

Each ACD agent receives a unique agent ID number. The agent ID number is similar to a telephone directory

number and can be assigned a name in the telephone directory.

You can use agent groups to group agents according to their line of business. Up to four agent groups can be

programmed to an ACD queue. You can assign agent groups to one or more queues. Each queue supports

up to four RAD messages, with the last being replayed as often as required, based on wait time.

You can use Intelligent Queue to help determine where each call should go (ACD queue) and what each caller

will hear.

To create a call flow

1. Assign conditions and actions.

• Define conditions (ANI, DNIS, emergency, queue, redirection and schedule conditions)

• Define actions (callbacks, digit collection, interactive trees, management, messaging and

routing)

2. Assign call flows to port groups.

The ACD queue is a flexible call routing method that provides the information required for handling incoming

calls. The ACD queue controls the resources used, the order in which resources are encountered, and the

timing of the steps. Calls are queued for an agent group based on the call priority and order of arrival at that

path. Queuing is the same for new calls and overflow calls. If an agent group is not available, the system

routes calls to an alternative agent group or "interflows" to another destination. Up to 256 ACD queues are

supported, including one primary agent group and three overflow agent groups per queue.

Each ACD queue is assigned a priority level in the range of one to 64, with one being the highest.

An agent group consists of a logical grouping of agents trained to support a particular type of call. All queues

are routed to one primary agent group and up to three overflow groups. Intelligent Queue supports up to 64

different agent groups to handle incoming ACD traffic.

Typically, you program the ACD to ensure that the first call to arrive is routed to the longest idle agent or the

agent with the highest skill level. If multiple agents are free when an ACD call is presented to a group, the

system sends the call to the longest idle agent. Idle time is calculated from completion of an agent’s last ACD

call.