AGENT PERSONAL QUEUE - ACD
OPERATING PROCEDURE
The agent is handling an ACD call or is in Work mode, when a
1.The call is queued to the agent’s personal queue.
2.The agent’s display shows PERS. QUEUE: 1, which indicates that a single call (in this example) is in the agent’s personal queue.
3.The LOGON lamp, functioning as the call waiting lamp for the personal queue, begins flashing. The lamp flashes when the queue depth is one (1) or two (2); it winks when the queue depth is three (3) or greater. The flash and wink thresholds are fixed in the System software.
4.If programmed to do so, a chime (personal queue chime) will sound as an audio alert to the agent. The chime can be programmed to sound for only the first call queued, for each call queued, or not to sound.
5.The calling party is immediately connected to an announcement (personal queue announcement). This announcement, which is specifically for agent personal calls, is programmed on a
6.The call to the agent’s personal pilot number will have a higher priority than any
7.When the call is ringing and when the agent answers the call, the display shows PRS ORDERS, for four (4) seconds, followed by TIME IN Q: 0:28 (for example). The consecutive displays indicate that the call is from the personal queue, identify the source of the call (trunk/party, etc.), and provide the amount of time the call spent in the queue.
8.If the timer expires, the call will be handled by the Forward/Full CCV step indicated in the ACD database. If another ACD agent subsequently receives the overflowed call, that agent’s display will indicate that the call overflowed from a specific personal queue; for example PRS OVF SAM.
9.If the agent logs off or enters Break mode, the call will be handled by the Forward/Full CCV step indicated in the ACD database.
SERVICE CONDITIONS
1.The personal queue announcement is connected to each call as soon as the call is queued. The announcement is only played once. Therefore, it is suggested that the announcement informs the caller that additional announcements will not be forthcoming and that the call will be handled elsewhere (if the called agent does not answer, and the personal queue
2.A personal queue overflow step and a personal queue forward step both point to a step (instruction) in a particular Call Control Vector. The indicated steps can be any CCV instruction.
3.The flash and wink thresholds for the LOGON lamp are fixed in the system; they are not programmable. The LOGON lamp will flash when the queue depth is one or two calls; it will wink when the queue depth is three or more calls.
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