Proximus Forum 500 User Manual page 54
Automatic call distribution forum acd
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Also See for Forum 500:
- User manual (168 pages) ,
- Quick start manual (7 pages) ,
- Mounting and commissioning manual (348 pages)
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Configuring Announcements and Music on Hold
●
De-escalation announcement green: This announcement is played when
the caller is positioned in the green range of the call queue. The caller will
presumably be connected to an available agent shortly.
– The caller's call-queue position corresponds to a value less than 25% of
the current call-queue size with a "Forum 500(0) ACD license" licence.
– The caller's call-queue position corresponds to a value less than the
percentage you define with the Percentage for display yellow setting
with a "Forum 500(0) ACD license advanced" licence (see page page 23).
●
De-escalation announcement yellow: This announcement is played
when the caller is positioned in the yellow range of the call queue. The
caller has to presumably wait a little while before being connected with an
available agent.
– The caller's call-queue position corresponds to a value greater than 25%
but less than 75% of the current call-queue size with a
"Forum 500(0) ACD license" licence.
– The caller's call-queue position corresponds to a value greater than the
percentage you define with the Percentage for display yellow setting but
less than the percentage you define with the Percentage for display red
setting with a "Forum 500(0) ACD license advanced" licence (see page
page 23).
●
De-escalation announcement red: This announcement is played when
the caller is positioned in the red range of the call queue. The caller has to
presumably handle being on hold for a longer period of time until being
connected with an available agent.
– The caller's call-queue position corresponds to a value greater than 75%
of the current call-queue size with a "Forum 500(0) ACD license" licence.
– The caller's call-queue position corresponds to a value greater than the
percentage you define with the Percentage for display red setting with a
"Forum 500(0) ACD license advanced" licence (see page page 23).
●
Caller in call queue at timeout: This announcement is only available with
a "Forum 500(0) ACD license advanced" licence. It is played before a
timeout is reached because a call has been parked for too long in the call
queue (refer to the chapter entitled Call Forwarding of ACD Calls starting
on page 29 also).
52
ACD System Configuration
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