System Administrator
ACD Groups Tab
Strata CTX ACD System Administrator 10/04 25
Unavailable on
missed call
Check this box to automatically designate the agent as unavailable
when the agent does not answer a call within the Ring No-Answer time
period.
Prevent last
agent logout/
unavailable calls
waiting
Prevents the last available agent from logging out or becoming
unavailable when there are one or more waiting calls. This option
takes precedence over the “Logout on missed call” and “Unavailable
on missed call” options.
Check box
combinations
If Check Boxes 1 and 3 are checked or boxes 1, 2 and 3 are checked,
the last Agent will not be logged out automatically if there are calls in
queue.
If Check Boxes 2 and 3 are checked, the last Agent will not go
unavailable automatically if there are calls in queue.
Agent List
In this Group: This box shows the agents assigned to this group.
Available: Available: Displays a list of available agents. The ordering of the
agents can be assigned using this screen. This ordering is used for
selected agent search algorithms such as Linear or Round-Robin to
define the sequence of the search.
Agent Availability is defined as: An agent is available if the agent is
logged in and NOT unavailable.
Note According to this definition, an agent can be available and not
ready to receive a call (e.g., busy) at the same time.
FIELD DESCRIPTION
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