AdminGuide:Service:ACD

Return to AdminGuide:Service

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.

Quando il servizio ACD presenta all’operatore una chiamata, gli notificherà tramite un messaggio audio e/o sul display del telefono l’identificativo della coda di provenienza per rispondere al meglio alle richieste del chiamante

Gli operatori possono appartenere contemporaneamente a più code a cui possono essere associate diverse priorità mentre all’interno della stessa coda agli operatori possono essere assegnati differenti valori di “penalità” (più basso è il valore della penalità e maggiore sarà la sua abilità e quindi la probabilità di essere ingaggiato dal motore di accodamento). Si prenda ad esempio la seguente lista di membri di una coda: miniatura