NEC Univerge SV8500 Programming Manual page 240

P-21A PRIORITY QUEUING - ACD
GENERAL DESCRIPTION
The ACD system supports 250 different queue priorities for every split. Priorities in a split queue are assigned such
that priority "1" calls have the highest priority and priority "250" calls have the lowest priority. Calls with a higher
priority will be serviced, in the order in which they were queued, before calls with a lower priority, regardless of the
waiting time of the calls with a lower priority.
A particular call's priority is determined by the following factors:
1. Call origination (incoming trunk or internal station).
2. Call transfer (by attendant or station).
3. Pilot number dialed.
4. CCV priority change steps.
OPERATING PROCEDURE
When implementing a system which will use multiple priorities for incoming callers there are several important con-
cepts to keep in mind:
[HIGHEST PRIORITY CALLERS ALWAYS GO FIRST]
Callers with a higher priority are always serviced before those with lower priorities. As a result of this a low priority
call could remain in queue forever or at least as long as higher priority calls continue to arrive. This situation can be
rectified by proper CCV programming. After a low priority call has been in queue for some amount of time a "New
Priority" step in the CCV can change a call's priority. It should be changed to something at least as high as, if not
higher than, the highest priority in use for other calls.
In this way a low priority caller is only penalized (kept at a low priority) for a certain amount of time after which it
will be treated similarly to the higher priority calls coming in.
[DETERMINING TRUNK CALLER PRIORITY]
The priority of an incoming trunk call is determined by checking two places.
• A priority assigned to the trunk group (route)
• A priority assigned to the pilot number dialed
The higher of these two priorities will be used for the call.
P-21A PRIORITY QUEUING - ACD
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