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NDA-24282 (E) CHAPTER 5
Page 209
Revision 1.0
AGENT PERSONAL QUEUE - ACD
OPERATING PROCEDURE
The agent is handling an ACD call or is in Work mode, when a non-emergency/non-assist call to the agent’s
personal pilot number is received:
1. The call is queued to the agent’s personal queue.
2. The agent’s display shows PERS. QUEUE: 1, which indicates that a single call (in this example) is in the
agent’s personal queue.
3. The LOGON lamp, functioning as the call waiting lamp for the personal queue, begins flashing. The lamp
flashes when the queue depth is one (1) or two (2); it winks when the queue depth is three (3) or greater.
The flash and wink thresholds are fixed in the System software.
4. If programmed to do so, a chime (personal queue chime) will sound as an audio alert to the agent. The
chime can be programmed to sound for only the first call queued, for each call queued, or not to sound.
5. The calling party is immediately connected to an announcement (personal queue announcement). This
announcement, which is specifically for agent personal calls, is programmed on a tenant-wide basis. All
calls to any personal queue will hear the exact same announcement.
6. The call to the agent’s personal pilot number will have a higher priority than any non-emergency/non-assist
call queued to a split. When the agent becomes Ready the personal queue call will connect to the agent.
7. When the call is ringing and when the agent answers the call, the display shows PRS ORDERS, for four (4)
seconds, followed by TIME IN Q: 0:28 (for example). The consecutive displays indicate that the call is from
the personal queue, identify the source of the call (trunk/party, etc.), and provide the amount of time the
call spent in the queue.
8. If the timer expires, the call will be handled by the Forward/Full CCV step indicated in the ACD database.
If another ACD agent subsequently receives the overflowed call, that agent’s display will indicate that the
call overflowed from a specific personal queue; for example PRS OVF SAM.
9. If the agent logs off or enters Break mode, the call will be handled by the Forward/Full CCV step indicated
in the ACD database.
SERVICE CONDITIONS
1. The personal queue announcement is connected to each call as soon as the call is queued. The
announcement is only played once. Therefore, it is suggested that the announcement informs the caller that
additional announcements will not be forthcoming and that the call will be handled elsewhere (if the called
agent does not answer, and the personal queue time-out is used and expires). If the personal queue time-out
is not used, the call will remain in the personal queue until it is either handled by the agent, or the agent
logs off or goes into Break mode. In the latter case, the call will go to the personal queue forward step.
2. A personal queue overflow step and a personal queue forward step both point to a step (instruction) in a
particular Call Control Vector. The indicated steps can be any CCV instruction.
3. The flash and wink thresholds for the LOGON lamp are fixed in the system; they are not programmable.
The LOGON lamp will flash when the queue depth is one or two calls; it will wink when the queue depth
is three or more calls.