Miscellaneous Tab - Toshiba Strata CTX Manual

System Administrator
ACD Groups Tab

Miscellaneous Tab

The Miscellaneous tab enables you to set call priorities, select a Music-on-hold
(MOH) source and provide an estimated average connect time (shown below).
Refer to the following field descriptions.
F
IELD
Auto Learn
Preferred-Agent
30
D
ESCRIPTION
Select one of the following: Never, Always, If preferred agent is
missing on entry, Preferred-agent timeout in seconds.
Before arriving at the ACD queue, a call may have been assigned a
preferred agent (by an IVR, Intelligent Router). When that call is the
highest-priority, oldest ringing call in this queue and that preferred
agent is available, the call is routed to that agent instead of using the
ACD queue's search options. If the preferred agent isn't available, the
selected search option is used.
Preferred Agent
Strata CTX ACD System Administrator 10/04