Teo UCM Admin Portal Help

ACD Agent Settings

Automatic Call Distribution (ACD) routes calls to agents based on advanced call routing rules. A user can be assigned to one or more ACD queues.

Several timeouts and delays can be set in the ACD Agent Settings area of the Call Routing screen.

RING TIMEOUT – the number of seconds that a queued call will ring before continuing in the queue (counts as an unanswered call).
MAX UNANSWERED CALLS – the number of consecutive unanswered queued calls that the agent receives before their Agent Status is automatically set to ON BREAK.
WRAP-UP TIME – the number of seconds reserved for wrap-up after a queue call is completed, before new calls are routed to the agent.
DO NOT DISTURB DELAY – the number of seconds before new calls are routed to the agent when their Agent Status is set to Do Not Disturb.
UNAVAILABLE DELAY – the number of seconds before new calls are routed to the agent after they were unavailable (had no available lines).
NO ANSWER DELAY – the number of seconds before new calls are routed to the agent after they did not answer a previous call.