UCM Admin Portal Help

Digit Map – ACD Queues

Automatic Call Distribution (ACD) queues are similar to hunt groups, but include several advanced features:

To configure an ACD queue

  1. Select an ACD queue in the ACD Queues list. ACD queue numbers that have not been configured are shown as UNUSED.
  2. Click the configuration tab.
  3. Enter a NAME, such as a Support or Billing, to identify the ACD queue.
  4. Enable prepend name to caller id if you want the ACD queue name to appear with the incoming caller ID name in the agent caller ID display.
  5. In the DISTRIBUTION STRATEGY drop-down list, select one of the following:
    • RING ALL – rings all agents simultaneously.
    • LONGEST IDLE – rings the agent who has been idle the longest.
    • ROUND ROBIN – rings the agents in order beginning with the last called agent.
    • TOP DOWN – rings the agents in order, always beginning at the top of the agent list, regardless of availability.
    • LEAST TALK TIME – rings the agent with the least talk time.
    • FEWEST CALLS – rings the agent with the fewest calls.
    • FIRST AVAILABLE – starts at the top of the list, rings the first available agent.
    • RANDOM – rings agents in random order.
  6. Select the CALLER PRIORITY TIME:
    • TOTAL – prioritizes callers based on total call time
    • QUEUE – prioritizes callers based on time in the current queue
  7. Tier configuration

    Calls can be distributed to tiered levels of agents. Callers are first routed to Tier 1 agents, then Tier 2, then Tier 3 and so on. Agents may be assigned to different queues at different tier levels.

    1. Enable or disable Tier Distribution for this ACD queue. If enabled, the following three settings apply.
    2. The TIER DELAY is the number of seconds that a caller will wait for an agent at each tier level before advancing to the next tier.
    3. If TIER DELAY MULTIPLIER is enabled, a caller will wait at a tier for the TIER DELAY multiplied by the current tier number; e.g. 1 x Tier Delay at Tier 1, 2 x Tier Delay at Tier 2, 3 x Tier Delay at Tier 3, etc.
    4. Enable SKIP UNAVAILABLE TIERS to prevent callers from waiting at tiers with no available agents.
  8. Resume place in queue

    • Enable RESUME PLACE IN QUEUE to allow disconnected callers to redial and resume their place in the queue.
  9. Maximum wait time

    1. Set MAX WAIT TIME to the maximum number of seconds that a caller is allowed to wait in a queue before going to the Exit Destination. If set to 0, a caller can wait indefinitely.
    2. Set MAX WAIT TIME, NO AGENT to the maximum number of seconds that a caller is allowed to wait in a queue before going to the Exit Destination when no agents are logged in (e.g. after hours).
  10. Exit destination

    1. In the EXIT DESTINATION dropdown list, select where calls are routed to if not answered by an agent before the MAX WAIT TIME is reached. You can select one of the following:
      • NONE
      • Extension
      • Hunt Group
      • Operator
      • Auto Attendant
      • Voicemail
      • External Number
      • ACD Queue
    2. Enter a number that unanswered calls will be routed to. You can also select the magnifier icon to search for a final destination number.
  11. Thresholds

    Thresholds determine when warnings and alarms (more severe warnings) are triggered.

    1. Enable or disable thresholds as needed.
    2. Use the arrows next to a threshold value to increase or decrease the value, or type a number in the field.

      Note – the alarm threshold must be less than or equal to the warning threshold. You may need to set the alarm threshold to a greater value before increasing the warning threshold.

To delete an ACD queue

  1. Hover the cursor over an ACD queue; a bold X will appear to the right of the queue entry.
  2. Click the X.
  3. Click Yes button in the confirmation dialog box to delete the ACD queue, or click to No button cancel.
    The ACD queue name will be changed to UNUSED.

To add agents to an ACD queue

  1. In the AGENTS section, click Add New button to add new agents.
  2. Search for user extensions.
  3. Select the one or more users from the search results, and then click Add button. The user extensions will be added to the ACD queue in the order that they were selected.
  4. To reorder the agents, select the arrows in the leftmost column of the agents list.
  5. Configure agent settings – refer to ACD Agent Settings.

To remove an agent from an ACD queue

  1. Hover the cursor over an agent; a bold X will appear to the right of a name.
  2. Click the X.
  3. Click Yes button in the confirmation dialog box to remove the agent, or click No button to cancel. The user extension will only be removed from the ACD queue, not from the dialing plan.
See also