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CHAPTER 5 NDA-24282 (E)
Page 280
Revision 1.0
PRIORITY QUEUING - ACD
P-21A PRIORITY QUEUING - ACD
GENERAL DESCRIPTION
The ACD system supports 250 different queue priorities for every split. Priorities in a split queue are assigned
such that priority “1” calls have the highest priority and priority “250” calls have the lowest priority. Calls with
a higher priority will be serviced, in the order in which they were queued, before calls with a lower priority,
regardless of the waiting time of the calls with a lower priority.
A particular call’s priority is determined by the following factors:
1. Call origination (incoming trunk or internal station).
2. Call transfer (by attendant or station).
3. Pilot number dialed.
4. CCV priority change steps.
OPERATING PROCEDURE
When implementing a system which will use multiple priorities for incoming callers there are several important
concepts to keep in mind:
[HIGHEST PRIORITY CALLERS ALWAYS GO FIRST]
Callers with a higher priority are always serviced before those with lower priorities. As a result of this a low
priority call could remain in queue forever or at least as long as higher priority calls continue to arrive. This
situation can be rectified by proper CCV programming. After a low priority call has been in queue for some
amount of time a “New Priority” step in the CCV can change a call’s priority. It should be changed to something
at least as high as, if not higher than, the highest priority in use for other calls.
In this way a low priority caller is only penalized (kept at a low priority) for a certain amount of time after which
it will be treated similarly to the higher priority calls coming in.
[DETERMINING TRUNK CALLER PRIORITY]
The priority of an incoming trunk call is determined by checking two places.
• A priority assigned to the trunk group (route)
• A priority assigned to the pilot number dialed
The higher of these two priorities will be used for the call.
SERVICE CONDITIONS
Calls transferred into the ACD by PBX stations and calls transferred by attendants have the same priority.