NEC 2400IMX system manual Call Distribution to Agents ACD Operating Procedure

CALL DISTRIBUTION TO AGENTS - ACD

OPERATING PROCEDURE

No agents available:

1.An incoming ACD call is queued.

2.An agent becomes available.

3.The longest waiting ACD call in the queue with the highest priority is assigned to that agent. Agents available:

1.There are no incoming ACD calls.

2.Agents are queued as they become available.

3.An incoming ACD call arrives.

4.The ACD call is assigned to the agent who has the highest preference level, and who, among those agents with the same preference level, has been waiting to service an incoming ACD call (in Ready mode) for the longest period of time.

SERVICE CONDITIONS

1.When calls are waiting in queue, all calls of a higher priority will be answered (in their order of arrival) before calls of a lower priority, regardless of how long a lower-priority call has been waiting.

2.Upon receiving a call, an agent may transfer the call to any destination allowed under normal transfer conditions. When transferring to a CALL PARK [C-29] location, the agent will hear only a short burst of Service Set Tone.

3.Do Not Disturb (DND) Key

The DND Key may have undesirable side effects if utilized at an agent’s ACD position. For example: an agent position left in Ready mode but with the DND feature set for the position’s PBX line (my line) will still receive and ACD call (as a result of the Ready mode) but the position will not ring (as a result of the DND feature being set). It is up to the ACD user to understand and accept all potential side effects of using the DND key at an ACD position.

PROGRAMMING

None

NDA-24282 (E)	CHAPTER 5
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