Proximus Forum 500 User Manual page 27

● Maximum size: This value determines the maximum number of calls which
are parked in the call queue (default: "20"). Even if the dynamic call-queue
size may exceed this value, this is not considered greater than the defined
maximum (refer to page 26 also). Then – depending on the ACD licence –
the ACD system reacts as follows:
– "Forum 500(0) ACD license" licence: When this number is reached and
there is no available agent, the caller receives a busy signal.
– "Forum 500(0) ACD license advanced" licence: When this number is
reached and no agent is available, the caller receives a busy signal or is
forwarded to another call number (refer to the Reaction at full setting in
the chapter entitled Call Forwarding of ACD Calls starting on page 29).
● Percentage for dynamic adaption: The call queue size can be adjusted
dynamically, based on the number of logged in and paused agents (refer to
the following description of the setting Queue size depends on agents in
pause). This is what the percentage entered here is for. This factor is
applied within the threshold values which were defined regarding call
queue size(refer to page 26 also).
● Queue size depends on agents in pause: This setting is only available with
a "Forum 500(0) ACD license advanced" license. If this setting is enabled,
paused agents are taken into account when dynamically adjusting the call
queue size. By default, this option is disabled.
If an agent is a member of several ACD groups, his pause applies to all ACD
groups. However, for call queue adjustment, the Forum 500 /
Forum 5000 communications system evaluates the pause settings of the
agent's separate ACD groups.
The two following settings are only available with a
"Forum 500(0) ACD license advanced" licence. This is how you define at what
fill level the call queue display is colour highlighted in the supervisor
application. The reference value is the respective value which you defined as
the maximum size of the call queue.
● Percentage for display yellow: When the call queue's full level is greater
than or equal to the percentage entered here, the call queue display on the
Info Terminal is highlighted in yellow (default: "25%").
●
Percentage for display red: When the call queue's full level is greater than
or equal to the percentage entered here, the call queue display on the Info
Terminal is highlighted in red (default: "75%").
ACD System Configuration
Configuring ACD Groups
25