QX50/QX200/QX2000; (SW Version 6.0.x) 38
QX50/QX200/QX2000 Manual II: Administrator’s Guide
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- 53: 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 QX IP PBX, 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.
• Less 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 QX IP PBX’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 QX IP PBX extension number should be defined in this field. For the SIP call type, the SIP
address (see chapter
Entering 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
To Next Page
Loading...
Need help?
General
