Table of Contents
Advertisement
IVX
UCD
ACD
C
R
USTOMER
EQUIREMENT
A company wants the 4 sales reps to have the calls evenly dis-
tributed to the reps in a round robin fashion. If they are all busy
or no answer, the calls will be call forwarded to the sales manag-
er's mailbox. The worksheet example is:
EXT TYPE NAME
200 UCD
Sales
EXT List: 106 103 105 113
C
R
USTOMER
EQUIREMENT
A company wants the 4 sales reps to have the calls evenly dis-
tributed to them in an ACD fashion (new calls sent to the longest
idle agent and if all busy, calls held for the first available rep). If
all available reps are busy the caller will be held (and played
periodic announcements) until a rep becomes available. When
the exit timer has been reached (the longest that you want a
caller to hold) the caller will then be transferred to the call for-
ward destination. The worksheet example is:
EXT TYPE NAME
200 ACD
Sales
EXT List: 106 103 105 113
Note: Blind transfer of a call to the Department when its pro-
grammed Station Key is unlit will transfer to the longest idle
agent. If all agents are busy, the call can still be transferred by
pressing the lit Station Key. The transferred caller will hear the
"all agents are busy prompt" and be placed in Queue along with
any other callers who may be in Queue.
T
UTORIAL
CF DAY CF NIGHT
PGZN
MB108
MB108
CF DAY CF NIGHT
PGZN
MB106
MB106
3.9
Advertisement
Table of Contents
