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NDA-24282 (E) CHAPTER 5
Page 287
Revision 1.0
QUEUING - ACD
SERVICE CONDITIONS
1. Queuing Limitations:
a. An incoming ACD call can follow a set of instructions in the CCV, associated with the pilot number,
and encounter many different splits. If all the splits are busy, the call is allowed to queue to the first
four splits it encounters. Additional splits may be programmed in the CCV, but no queuing is permitted
if the splits are busy. A Dequeue instruction removes the call from one or all of the queues it currently
occupies. After dequeuing, additional splits may be programmed and queuing will take place.
b. A limited number of queue sports are available in the ACD system. If a call is queued to four different
splits, it has absorbed four queue spots. In the unlikely event that all the queue spots in the ACD system
are in use, the split queue will not accept additional calls even though its queue depth limit has not
been reached.
2. Queue Size Restrictions:
a. Queues are basically unlimited in size; however, a maximum queue depth may be specified when
designing the database. For example, a small split having only six agents should not allow 220 queued
calls. This would result in numerous abandoned calls. A maximum queue size of 15 would be more
appropriate for this particular split. Once full, additional calls would get busy tone or endless ringing,
depending on CCV programming. Each split’s queue is programmed with a maximum size which may
be an absolute number (1 to 700) or may be stated as a percentage of logged on agents (5% to 1000%).
b. The total number of all calls waiting in all queues combined with the total number of all calls currently
connected to agents is limited to the maximum number of Call Records. Refer to the ACD Job
Specification for the quantity of Call Records allocated for each ACD system.
3. Queue Timing Restrictions:
a. There is no limit on how long a call may remain in queue. There are ways of removing calls from
queues including the caller disconnecting, a successful transfer to a PBX number, a Dequeue
instruction in the CCV, or the call being answered by an agent from another queue. Encountering an
END instruction in a CCV does not remove the call from the queue.
PROGRAMMING
ACDSPL - Assign the maximum number of queued calls
1-700 calls
5% - 1000% (in increments of 5)