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NDA-24282 (E) CHAPTER 5
Page 221
Revision 1.0
CALL DISTRIBUTION TO AGENTS - ACD
OPERATING PROCEDURE
No agents available:
1. An incoming ACD call is queued.
2. An agent becomes available.
3. The longest waiting ACD call in the queue with the highest priority is assigned to that agent.
Agents available:
1. There are no incoming ACD calls.
2. Agents are queued as they become available.
3. An incoming ACD call arrives.
4. The ACD call is assigned to the agent who has the highest preference level, and who, among those agents
with the same preference level, has been waiting to service an incoming ACD call (in Ready mode) for the
longest period of time.
SERVICE CONDITIONS
1. When calls are waiting in queue, all calls of a higher priority will be answered (in their order of arrival)
before calls of a lower priority, regardless of how long a lower-priority call has been waiting.
2. Upon receiving a call, an agent may transfer the call to any destination allowed under normal transfer
conditions. When transferring to a CALL PARK [C-29] location, the agent will hear only a short burst of
Service Set Tone.
3. Do Not Disturb (DND) Key
The DND Key may have undesirable side effects if utilized at an agent’s ACD position. For example: an
agent position left in Ready mode but with the DND feature set for the position’s PBX line (my line) will
still receive and ACD call (as a result of the Ready mode) but the position will not ring (as a result of the
DND feature being set). It is up to the ACD user to understand and accept all potential side effects of using
the DND key at an ACD position.
PROGRAMMING
None