System Administrator
ACD Groups Tab
30 Strata CTX ACD System Administrator 10/04
Miscellaneous Tab
The Miscellaneous tab enables you to set call priorities, select a Music-on-hold
(MOH) source and provide an estimated average connect time (shown below).
Refer to the following field descriptions.
FIELD DESCRIPTION
Preferred Agent
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Preferred-Agent
Select one of the following: Never, Always, If preferred agent is
missing on entry, Preferred-agent timeout in seconds.
Before arriving at the ACD queue, a call may have been assigned a
preferred agent (by an IVR, Intelligent Router). When that call is the
highest-priority, oldest ringing call in this queue and that preferred
agent is available, the call is routed to that agent instead of using the
ACD queue’s search options. If the preferred agent isn’t available, the
selected search option is used.
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