NEC Univerge SV8500 Programming Manual page 245

Q-1A QUEUING - ACD
GENERAL DESCRIPTION
There are two queues for every split. One queue contains a prioritized list of callers waiting to be connected to agents
and the other queue contains a list of agents waiting to be connected to callers starting with the agent who has been
ready the longest. A queue will be empty when there are no waiting callers or no waiting agents.
If agents are available to handle a call, the agent queue contains a list of the agents, starting with the highest priority
(preference level) agent who has been waiting the longest period of time for a call, and ending with the lowest pri-
ority agent who has been waiting the shortest period of time for a call. Refer to "CALL DISTRIBUTION TO
AGENTS-ACD [C-35A]" and "MULTI-SPLIT AGENT-ACD [M-90A]" for related information.
If callers are waiting to be connected to agents, the call queue contains a list of the calls, starting with the highest
priority calls which have been waiting the longest period of time to be connected to an agent, and ending with the
lowest priority calls which have been waiting the shortest period of time to be connected to an agent.
Callers may be suspended in queue while conducting certain voice transactions with IVR equipment. At this time it
is possible to have a (suspended) caller in the call queue while at the same time have available agents in the agent
queue.
There are two distinct ways to present a call to a split. Each way provides a different algorithm for connecting the
call to an agent or placing the call in queue.
1. Standard queuing:
Standard queuing always connects a call with an available agent or queues the call when an agent is not avail-
able. Calls are queued according to their priority. The only limit to standard queuing is the split's maximum
depth. Upon finding the queue full, alternate routing may be invoked, if alternate routing has been programmed.
Please refer to the If not Queued, Goto or Busy instruction, under "CALL CONTROL VECTOR-ACD [C-
108A]", for additional information.
A split's maximum queue depth may be specified in one of two ways:
• As an absolute number. This count defines the maximum number of callers who may wait in queue for the
split.
• As a percentage of the number of working agents. This percentage is specified in 5% increments from 5%
to 1000%. Working agents are those agents in the Work Mode or on an ACD call. When the queue depth
is specified as a percentage of working agents the depth will change up and down as agents logon, take
breaks and logoff. There may be occasions when there are more calls in queue than the queue depth might
appear to permit. No new calls may queue until the current depth is reduced below the current maximum
allowed.
If the percentage is set to 150% and there are 18 agents working then the queue depth for that moment will
be set at 27.
Q-1A QUEUING - ACD
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