Telecor VS1 - Over; Queued Call Age Is

VS1 Installation, Configuration & Operating Guide 91
Must Hear Primary: Check this option to force every caller to hear the Primary Loop Tape in its
entirety.
Queue Status Time: Enter the time in seconds for how often the status of that ACD queue is
written to the ACD Station Message Detail Recorder (SMDR) output file. For example, if you enter
15 in the Queue Status Time text box, the status of that queue including number of calls, number of
agents in queue, number of agents logged on and so on, is written to the acd.dlm output file every 15
seconds.
Over _____calls per _____agents
If the specified number of calls exceeds the specified number of agents, the following voice file is
played: “There are too many calls for the number of agents. Please add another agent.”
By default, this warning sounds only for ACD #1. In addition, a Page Zone needs to be defined for
the warning to sound over. See page 140 for information on Page Zones.
This voice file is played as a result of the following default Command Script: ACD1W1.CMD. This
Command Script consists of the following system command: call pager 11 (plays voice file 11,
which is in the above quotes). To add a Page Zone to the system command, select the
ACD1W1.CMD Command Script in the Command Scripts pane and enter the Page Zone number
after call pager 11. For example, to have the warning announce over Page Zone 4, the system
command in ACD1W1.CMD would read call pager 11 4. See “Command Scripts” on page 116 for
more information.
If the warning is to be implemented in another ACD, then a new Command Script needs to be
created recognizing the ACD. For example, if ACD #5 is to announce the warning, then a Command
Script titled ACD5W1.CMD needs to be created with the following system command call pager 11
4 (if 4 is the Page Zone to be used).
Queued call age is _____seconds
If queued call is longer than the seconds specified, the following voice file is played: “Calls in
queue have been waiting too long. Please add another agent.”
By default, this warning sounds only for ACD #1. In addition, a Page Zone needs to be defined for
the warning to sound over. See page 140 for information on Page Zones.
This voice file is played as a result of the following default Command Script. This Command Script
consists of the following system command: call pager 12 (plays voice file 12, which is in the above
quotes). To add a Page Zone to the system command, select the ACD1W2.CMD Command Script
in the Command Scripts pane and enter the Page Zone number after call pager 12. For example, to
have the warning announce over Page Zone 4, the system command in ACD1W2.CMD would read
call pager 12 4. See “Command Scripts” on page 116 for more information.
If the warning is to be implemented in another ACD, then a new Command Script needs to be
created recognizing the ACD. For example, if ACD #5 is to announce the warning, then a Command
Script titled ACD5W2.CMD needs to be created with the following system command call pager 12
4 (if 4 is the Page Zone to be used).