Super Queue - Iwatsu ENTERPROSE-CS Owner's Manual

Priority
Priority enables all types of ACD Calls to be ranked in the order that they are
to be answered, regardless of time in queue. ACD Trunk Groups, ECS system
extensions, Agent ID Codes (for transferring to another ACD Group) and
ACD Groups (for Overflow Forwarding to another ACD Group) may be
assigned one of eight possible priority levels. The call waiting in queue with
the highest priority and the longest waiting time is the call answered first.
Each ACD Group has the option of enabling a Priority Change Timer. This
timer allows the priority of an ACD Call to change after a specified period of
time, 0-999 seconds. After the priority is changed, the call is then placed in
queue relative to its new priority.
Queue
When all ECS ACD Agents are busy or unavailable, calls ringing into the
ACD group are placed in queue. An ACD call remains in queue until an ACD
Agent becomes free or a command in the Call Sequence Table forwards or
disconnects the call. ACD Calls wait in queue in the order of assigned priority
and time in queue. If there are calls in queue with different Priorities, the calls
with the highest priority are answered first. When a call is placed in Queue,
the ACD Group Expansion and ACD Call Priority Change Timers are
activated.

Super Queue

When a call rings an available ACD agent and that agent does not answer the
call, the ACD call will return to the call queue once the Unavailable Transition
Timer is triggered. When this timer is triggered, the status of the agent that did
not answer the call is automatically changed from Available to Not Available
and the call is returned to the call queue as a Super Queue (highest priority)
call. The Super Queued call will follow each step programmed in the Call
Sequence Table for that group. All visual indication is provided for the super
queue call.
ECS ACD USER GUIDE - 232