7.5.2 ACD groups

ACD Group

The ACD group is a routing object that allows incoming calls to be routed to one or all active specified users. User selection for ACD group routing is determined by the strategy selected. If the ACD group user is busy or not responding, the call is routed to the next user as soon as the preceding user is detected busy or the preset timeout elapses depending on the setting. If all the ACD group users are busy, the call is put in a queue. Use the VIP list or the complex router (Put first to queue) to arrange the queue. The ACD group also allows you to log in/out users. This object is subject to licence!

ACD Group Settings

Use the Routing – Routing objects – ACD groups  menu to configure the ACD groups. The list of created ACD groups is to the left. Use the context menu to add, remove and rename the ACD groups. Having selected an ACD group, display the group parameters to the right.

The ACD group settings include the following options:

  • Allocation strategy – select the call routing strategy for the ACD group users: Linear, Cyclic or All.
    • Linear strategy – an incoming call is always routed to the first ACD group row. If this user is busy or unavailable, the call is routed to the next ACD group user.
    • Cyclic strategy – an incoming call is routed to the user that comes immediately after the last-called user (the call must pass the active state). If this user is busy or unavailable, the call is routed to the next ACD group user.
    • All – an incoming call is routed to all users at the same time.
  • Access number – set a numeric identifier for the ACD group, which is required for the ACD group log in/out services.

ACD group conduct

The menu contains the following parameters:

  • Wait for active operator – allow the incoming call to remain in the active user queue for the time period defined in the Maximum queuing time parameter. The call will be terminated after this timeout. The Default destination will not be applied in this case. Having been rejected with the CALL REJECT cause by all the ACD group users, the call is put in the queue after the last rejection.
  • Route to next row at no answer – enable transition to the next user in case the call is not answered within the timeout defined in the No-answer timeout [s] or if causes 18 – No user responding and 19 – No answer from user occur.
  • Redial interval – set the interval for repeated call attempts to the ACD group users if the call was put in the queue due to busy users or rejection with USER BUSY. 
  • Maximum time in queue – set a time period after which the queued call is routed to the Default destination or terminated if the Wait for active operator is ticked off.

Default alert tones

This menu helps you set playing of various alert tones in certain situations.

  • Normal – set the alert tone for all situations except for the following two.
  • Queued – set the alert tone for the users joining the queue.
  • No port extension  – set the alert tone for call routing to a user with a no-port extension to which the call is routed with at least one internal extension.

Default destination

Here select the destination that will be used if none of the specified users is active or there is no user in the ACD group. It is also applied when the call is rejected (CALL REJECT) by all the ACD group users. The Default destination will not be applied of the Wait for active operator parameter is ticked off.

 

Licences

Display the state of the ACD group licence. The ACD group can be used for call routing via the PBX only if the licence is valid.

 

Service login to ACD group

Add a user to the ACD group via the PBX configuration tool only. Set the following parameters for each user:

  • Default – a user can log in to all the ACD groups where this option is enabled for the user.
  • Active – informs that the given user is logged in to the ACD group and calls are routed to it. Change the setting either via the PBX configuration tool or a service. A call is not routed to an active user only if a state other than Online is selected.

Use the following services to log in/out a user:

  • Log in to ACD group – having dialled the service, you will be asked to enter the number of the ACD group to which you want to log in (confirm the dialling end with a #).
  • Log out from ACD group – having dialled the service, you will be asked to enter the number of the ACD group from which you want to log out (confirm the dialling end with a #).
  • Log in to all ACD groups – having dialled the service, you will be logged in to all the ACD groups where  Default is selected for you.
  • Log out from all ACD groups – having dialled the service, you will be logged out from all the ACD groups where  Default is selected for you.

VIP

Use the VIP tab to arrange calls in the queue via the phone directories and process VIP calls preferentially. If the calling number is found in any of the specified phone directories, the call is put on a position that corresponds to the phone book level. After a timeout, the calling subscriber passes to a higher priority level. Refer to the example and figure below for details.

Example:

Suppose that calls are coming to an ACD group. As all the ACD group users are busy, the calls are queued as follows: 

  1. The callers whose numbers are not included in any of the VIP lists are put in the end of the queue behind the VIP list users according to their call arrival times. After the Transition timeout (600 seconds), the caller passes to the level of the VIP list C caller. After another 300 seconds, the caller moves to the queue level of the caller from the VIP list B and so on.
  2. The callers from the VIP list C precede the callers that are not included in any of the VIP lists and follow the VIP list B and A users. After the  Transition timeout  (300 seconds), the caller passes to the level of the  VIP list B  caller. After another 120 seconds, the caller moves to the queue level of the caller from the  VIP list A . As there is no higher priority level, the calls are now processed depending on the time spent in the queue. 
  3. The callers from the VIP list B precede the callers that are not included in any of the VIP lists and the VIP list C users and follow the  VIP list A  users. After the  Transition timeout  (120 seconds), the caller passes to the level of the  VIP list A  caller. As there is no higher priority level, the calls are now processed depending on the time spent in the queue .

Note

  • The VIP callers are entered into the General phone books of the PBX.

Advanced Settings

The menu contains the following parameters:

  • Send CLIP – this option serves as a quick CLIP identification table. The coming identification is changed into the set format. Use  Send as  to set two ID displaying modes: select  Display  to display the  Number/URI  as the CLIP, but store the original calling subscriber ID in the user call history. Select  Force  to change both the CLIP phone display and the user call history record. Select  Scheme  to choose Number/URI, and  Type  to set the number subtype (Unknown, Internal, Local, National or International).
  • Force facility – refers to the called number. It is used in DSS1 messages for communication with Ericsson exchanges for billing purposes. Again, set the Scheme (Number or URI), Subtype (Unknown, Internal, Local, National, International) and Number/URI (specific number or address).
  • Force redirecting – refers to the called number. It is used in DSS1 messages for communication with Nokia exchanges for billing purposes. Again, set the Scheme (Number or URI), Subtype (Unknown, Internal, Local, National, International) and Number/URI (specific number or address).
  • Assistant – set up a ACD group with respect to the Assistant user application.
    • Visible in Assistant – display a ACD group within the application. If it is not checked, the ACD group is not available for use.
    • Group – select a group or subgroup of users who are allowed to work with a selected ACD group within the application. If the selected group (or subgroup) contains subgroups, the ACD group is available only to the users who are assigned directly to the group (or subgroup) to which the ACD group is assigned.
  • Accounting group – enable adding of the selected group number to the accounting sentence for a selected object for later cost distribution purposes.