System Administrator
ACD Groups Tab
24 Strata CTX ACD System Administrator 10/04
Agents Tab
Refer to the following field definitions to enter or change ACD group information.
FIELD DESCRIPTION
Behavior and Timers
Call Distribution Choose the routing algorithm to be used for finding an available Agent.
Three options are available in Basic ACD (Linear, Round-Robin, and
Longest Idle) and five are available in Enhanced ACD (Linear, Round-
Robin, Longest Idle, Balanced Call, and Agent Priority).
This search is only used when more than one agent logs into the
same group.
Wrap-Up Set the length of time to allow the agent to wrap-up the work before
making the agent available for the next call.
No Answer
Advance
Set the length of time for ringing an Agent before advancing the call to
an available Agent.
Logout on
missed call
Check this box to automatically log out any agent that does not answer
a call within the Ring No-Answer time period.
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