NEC Univerge SV8500 Programming Manual page 40

• Split
The unit of division of an ACD group according to functions. Each split is composed of a queue to hold
incoming calls temporarily, agent positions to answer the incoming calls, and a group supervisory position.
• Queue
The queue is the area in which calls incoming to the ACD system wait for handling. Each split has multiple
queues.
When all of the agent positions of a queue are busy, the calls assigned to that queue will wait. As agent
positions become idle, the calls are distributed to the agent positions according to first-in, first-out condi-
tion. However, since queues are assigned different priority levels, the calls in higher-priority queues are dis-
tributed before the calls in lower-priority queues.
• Overflow
An ACD call waiting in a queue of a split that cannot be connected to an agent position assigned to the
queue (overflow origination) once a predetermined period of time had elapsed, the call is sent to the queue
of another split (overflow destination) where it can wait for an agent position to become idle in both queues.
This allows the ACD call to be answered by the first available agent.
• Overflow Threshold
The period of time between the origination of an ACD call and its overflow.
• Inflow Threshold
Specific value defined by number of waiting calls in the overflow destination.
• ACD Agent Position
All agent positions belong to any ACD group and an ACD call is originated/picked up from the agent po-
sition. Also, when Client/Server MIS system is used, ACD agent positions may have the Client MIS.
• Group Supervisory Position
The position assigned the agent position supervisory functions, such as monitoring of agent positions and
assistance of agent positions, as well as the functions of an agent position. It may be equipped with the MIS
Terminal (DTE) which can display the status of the ACD subsystem.
• Agent
The operator using an agent position to handle calls via the ACD system. Every agent can be assigned an
ID code to logon to the ACD system. For the purpose of effective use, the agent can use to connect the client
MIS.
• Group Supervisor
This is the manager who uses a supervisory position to assist agent positions, monitor them, supervise their
status using the MIS terminal, and change the system configuration of an ACD group. Every supervisor
can be assigned an ID code.
• MIS Terminal (DTE)
This is the MIS Data Terminal Equipment used to display the ACD system status and/or change the system
configuration.
CHAPTER 2
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GENERAL INFORMATION