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When the ACD service presents a call to an operator, it will inform them of the queue identifier via audio and/or telephone display so that they can best deal with the customer's request. | When the ACD service presents a call to an operator, it will inform them of the queue identifier via audio and/or telephone display so that they can best deal with the customer's request. | ||
Within each queue, operators may be assigned different "penalty" values (the lower the value, the greater their ability and therefore the chance of being engaged by the system). See the following list of queue members: | |||
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Versione delle 07:41, 25 giu 2018
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Advanced Call Distribution
Description
The ACD service, also known as the wait queue service, lets you offer a professional reception to customers by making use of their waiting time as they wait for a free operator. Queues are similar to ring groups; the main difference is the ability to define ring strategies in more refined ways and the way inbound calls are sorted, according to a FIFO (First In First Out) policy. You can assign an arbitrary number of members (accounts) to each queue. These members will be the ones to answer calls.
The customer will be informed of their estimated waiting time and other customizable information. Once an operator is free, the system will distribute calls according to the selected ring strategy. The available ring strategies are:
- Ringall: the call is presented simultaneously to all free operators in the queue;
- Linear: the call is presented to the first free operator in a predefined sequence;
- Leastrecent: the call is presented to the operator who hasn't answered a call for the longest time;
- Fewestcalls: presentes the call to the operator who has answered the fewest calls;
- RRMemory: distributes calls in round robin mode among the available operators and rememers the last one it tried to call;
- RROrdered: as RRMemory but respects the order in the operators in the configuration file;
- Random: the call is presented randomly to one of the available operators.
An operator can be a member of several queues with different priorities. If two calls occur at the same time, the service will present to the operator the one belonging to the higher priority queue.
When the ACD service presents a call to an operator, it will inform them of the queue identifier via audio and/or telephone display so that they can best deal with the customer's request.
Within each queue, operators may be assigned different "penalty" values (the lower the value, the greater their ability and therefore the chance of being engaged by the system). See the following list of queue members: