Overflow Group; Overflow Threshold; Priority Call Handling; Redirect Threshold - Comdial DXP Plus Manual

Introducing The QuickQ System GCA70-271

Overflow Group

The overflow group is a secondary group of Agents to whom the system will direct calls after the
overflow threshold time-out occurs (default is 210 seconds). The overflow group allows agents in more
than one group to handle calls. By handling calls from other groups, Agents increase the overall call
handling efficiency of the system. The system allows 4 overflow groups for each group. The overflow
groups are set by the System Manager.
Note: Overflow level 4 can be set to a specific Non-ACD extension.
Example:
Agents in Group Two will receive calls from Group One when the preprogrammed period of time (default
is 210 seconds) has gone beyond the overflow threshold (preset depending on the Group's requirements).

Overflow Threshold

The overflow threshold is the period of time that the system holds a call before it transfers it to an
overflow group.

Priority Call Handling

There are four call handling priority levels (01 is the highest priority and 04 is the lowest priority).
System Managers can assign a priority status to sub-groups of telephone lines. The system will queue the
calls that arrive on those lines ahead of the calls that arrive on non-priority lines.
Example: Assign 800 numbers a priority of 01 so Agents will answer these calls before they answer any
other call. This is important, as billing starts as soon as the QuickQ answers the call.
Individual Agents can have a priority status (01 to 04). The system assigns calls to Agents with the
highest priority before it assigns calls to lower priority Agents.
Example: Assign Agent 200 a priority of 01 and Agent 209 a priority of 04. Agent 200 will receive
incoming calls before Agent 209 receives any regardless of idle time. This allows Agent 209 to be
available for calls yet be less likely to be interrupted from any other assigned work. This means Agent
209 can do assigned paperwork during a known slack period and still be available to answer calls if all
other Agents are busy.

Redirect Threshold

If a call is not answered by an Agent (for example, the Agent forgot either to log-out or to make their
telephone busy before leaving their desk) for a period of time defined as the redirect threshold time, the
system will redirect the call to another Agent or group and automatically make the Agent's telephone
busy. This occurs only in Manual Answer Mode.

Call Screen Mode

This mode of call routing sends all calls to the digital voice announcer. Callers hear the complete initial
delay announcement before their call is directed to an Agent. Usually the message is used to provide the
caller with certain information (promotional information or instructions such as "Please have your credit
card number ready") prior to talking to an Agent.
1-8 Introducing The QuickQ System