Proximus Forum 500 User Manual page 24

Configuring ACD Groups
Note: You can dynamically include agents in the ACD group by making
call distribution priority dependent, and/or dependent on
thresholds with a "Forum 500(0) ACD license advanced"
licence. These settings can be made when configuring agents
(refer to page 38).
● Time for call connection by agent (0=no timeout): This setting is only
available with a "Forum 500(0) ACD license advanced" licence. You can
prescribe a time span within which an agent must pick up the allocated
call. If the call is not picked up during this time span, the call is retrieved
and allocated to another agent. With the default: "0 seconds" the timeout
is not monitored.
You should select the Music on hold option of the Audio to caller after
assignment to agent setting if a call has to be allocated to another agent
regularly. In this case, the caller does not notice that he/she was
connected, but the call was not picked up.
● Wrap-up time Standard: After the agent finishes the call, he/she remains
"blocked" for a certain time. The agents receives no calls from the call
queue during this time and can wrap up the call. Enter the time interval
reserved for wrap-up into this field (default: "0 seconds"). The value
entered here applies to all agents of the ACD group.
The supervisor can set the individual wrap-up times for the individual
agents of the ACD group in the Supervisor Terminal (please refer to the
chapter entitled Configuring Agents starting on page 61). When individual
wrap-up times have been assigned to individual agents of an ACD group,
these are not overwritten if the value prescribed for the ACD group is
changed later on. When the value prescribed for the ACD group is
changed, it only applies to agents of the ACD group who have no individual
wrap-up times defined.
●
Audio to caller after assignment to agent: This setting is for defining
what the caller hears at the moment the call is allocated to an available
agent.
– ring-back tone: The caller hears a ringing tone (this is the default).
– Music on hold: The caller continues to hear the music on hold which you
selected in the Music on hold field. This setting conceals from the caller
when the agent does not immediately pick up the call.
Note: You can only use files saved in the communications system for
"Music on hold" ("internal MoH") on the ACD system.
22 ACD System Configuration