System Administrator
ACD Groups Tab
Strata CTX ACD System Administrator 10/04 31
Preferred-agent
timeout
Enter number of seconds for timeout (default = 0). Valid entries =
0~9999. A timer can be set to allow a call to wait a certain number of
seconds for an available preferred agent prior to going into the ACD
queue. A call notification can be sent to the preferred agent’s
Net Phone.
Priority (Enhanced Models Only)
Initial Priority
Level
Define the Initial Priority Level using values from 0 to 100, with the
higher number being a higher priority level. All calls delivered into this
queue are assigned this level unless a Priority value is delivered with
the call.
Escalates 1
every:
To keep lower priority calls from getting stuck in queue, an escalation
value can be assigned to increase the priority value by one each
period (number of seconds). The call with the highest priority value is
at the head of the queue.
Miscellaneous
Programmed
Average-Talk
Time
Strata ACD maintains this value from actual historical information.
Default MOH
Source:
Defines the Music-on-hold (MOH) Source to be used by this ACD
Group when calls are placed back into the queue waiting for an
available Agent. The value can be from 1 to 15, see the Strata CTX
Programming Manual for details for equipped MOH sources. MOH =
0 is silence.
Attach this URL
to calls:
Each ACD queue can be set up to attach a “scripting” reference (URL)
to the call so that when a call arrives on an agent's telephone, the
agent sees the “scripting” information and/or prompts to lead the
agent through specific statements and questions.
Estimated Wait Time
Provides callers with calculated wait time using actual historical
information.
Padding Expressed in seconds, this parameter is used to estimate the wait time
given to callers when intelligent announcements are used. The
number of seconds in this field is added by the system to the Running
Average Talk Time.
Running Average
Talk Time
Strata ACD maintains this value based on actual historical call activity.
FIELD DESCRIPTION
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