The ACD Group Settings page is used to adjust ACD group settings. This page contains the following components:
Max Queue Size defines the maximum number of calls waiting in the queue. If all positions of the queue are busy and a new call arrives, it will be rejected by the Agents Group.
Agent Ring Timeout defines the maximum ringing time of the agent's phone. If the call is not answered before this timer expires, the system will try to connect the call to another agent in that group.
Group Ring Timeout defines the maximum waiting time of the calls in the queue including connection time (when the call is extracted from the queue and rings on the agent's phone until it is answered). If this value for some call in the queue is exceeded then the call is being disconnected unless the call redirection is enabled from this page. In that case the call will be redirected to another destination as defined here.
Call Distribution Type defines the method of choosing the agents within the group for connecting the call. The following distribution types are available:
All Agents Ringing - the system tries to reach all available agents in the group ringing their phones. As soon as the first answers, it cancels the calls to other agents (similar to Many Extension Ringing on the Quadro). If no one answers within Common Timeout, the system either disconnects or redirects the call.
Round Robin - the system calls to the first available agent in the list of agents configured with AG. If the agent doesn't answer within Ringing Timeout, the system tries to reach the next agent in the list, etc. Reaching the end of the list it starts from the beginning again. If the call is not answered and the Common Timeout has expired, the system either disconnects or redirects the call.
Longest Idle - the system calls to the first available agent who was longest idle after the last call. If the agent doesn't answer within Ringing Timeout, the system tries to reach another agent who was longest idle, etc. If the call is not answered within Common Timeout, the system either disconnects or redirects the call.
Least Busy During Last Hour - the system calls to the first available agent who was least busy during the last hour (in average). If the agent doesn't answer within Ringing Timeout, the system tries to reach the next least busy agent, etc. If the call is not answered within Common Timeout, the system either disconnects or redirects the call.
Random Hunting - the system calls to the first available agent selected randomly from the list of agents configured with Agents Group. If the agent doesn't answer within Ringing Timeout, the system tries to reach another agent selected randomly from the list, etc. If the call is not answered within Common Timeout, the system either disconnects or redirects the call.
Skills - the system calls to the first available agent with the highest composite skill's grade in the group. If the agent doesn't answer within Ringing Timeout, the system tries to reach the next agent with the highest composite skill, etc. If the call is not answered within Common Timeout, the system either disconnects or redirects the call.
The Enable Redirection checkbox is used to enable the call redirection to the other destination after some time spent in the queue. This will avoid the caller to wait in the queue for too long. This checkbox selection enables the following components:
Call Type lists the available call types:
PBX - local calls to Quadro's extensions. SIP - calls through a SIP server. PSTN - calls to a global telephone network. Auto - used for undefined call types. The destination (independent on whether it is a PBX number, a SIP address or a PSTN number) will be reached through the Call Routing Table.
The Address text field is used to define the address where the call will be redirected. The value in this field is strictly dependent on the Call Type defined in the same named drop down list. If the PBX call type is selected, the Quadro extension number should be defined in this field. For the SIP call type, the SIP address should be defined, for the PSTN call type, the PSTN user number should be defined here. For the Auto call type, a routing pattern needs to be defined.
The SIP-Clipboard button at the end of the line can be used only when SIP is selected in the Call Type drop down list. It opens a small window where one of the previously entered 10 SIP addresses can be automatically selected again. If the address already exists in the table, selecting Save will cause the error "Caller address already exists". Wildcard is allowed in this field.
Enable ZeroOut checkbox enables the ZeroOut feature. When this feature is enabled, callers that have reached the ACD Group extension may accelerate the automatic redirection instead of holding in the extension's queue. To activate this feature, caller should dial 0 digit (see Feature Codes) while in the queue of ACD Group extension. The caller will then be automatically transferred to the destination specified in this page. This selection activates the following fields to be inserted:
Redirect Call Type drop down list includes the available call types:
PBX - local calls between Quadro extensions and the Auto Attendant
SIP - calls through a SIP server
PSTN - calls to PSTN
Auto - used for undefined call types. Destination (independent on whether it is a PBX number, SIP address or PSTN number) will be reached through Routing.
The Redirect Address text field requires the destination address where the caller should be automatically forwarded to if activating the ZeroOut feature.
Customize Queue Scenario settings are used to define a custom scenario for audio files played in the ACD queue. Here you may upload custom audio files and to define the sequence in which they will be played for the person in the queue. By selecting this option, the default ACD queue messages will be replaced with the scenario defined below.
Custom Queue Messages table lists all audio files in the custom queue scenario and allows you to add new field. Each audio file is characterized by the number of repeats and the timeout when it should start. The custom queue will start with the first audio file in this list and will be played in the loop in the order audio files are listed.
This page contains the following functional buttons:
The Add functional button opens an Add Entry page where a new audio file can be defined.
Delete removes the selected audio files from the list. If no audio files are selected an
error message occurs.
Move Up and Move Down used to order the audio files in the scenario.
Select all selects all existing audio files in the list.
Inverse selection inverses the current selection of records (if no records are selected, all records will be checked).
Play Background Music checkbox is used to fill in the timeout intervals between the audio files in the scenario with the background music. This option requires you to choose a
RTP Channel of broadcast streaming. The RTP channels are created from RTP Streaming Channel page.