BusinessPhone Communication Platform 5.1
Facilities

## ACD-Call Priority

## Definition

If an agent answers several queues, a priority between the queues may be programmed.

## Use

Each agent can answer calls to several queues (maximum eight). Each queue can be assigned a priority that is individual to the agent.

For example, a company maintains two ACD groups, one for technical support and one for purchase. When agents are more experienced in technical matters but not really familiar with economic matters, then a high priority (highest priority = 0) should be assigned to the ACD Group-keys for technical support and a low priority for the ACD Group-keys for purchase on their telephone sets.

In this case a second group of agents should be available with conversely programmed priorities. Otherwise, calls waiting in the purchase queue have to wait until the queue for technical support is empty, even if calls into the technical support queue arrive later than the purchase call has arrived in the other queue.

The technical support group will be connected mainly to calls from the technical support queue. Only if in this queue no callers are waiting the technical support group will receive calls from the other group (purchase) if there are queued calls.

## Operation

For each ACD-group answer key the order of priority for answering the calls must be defined.

If all agents who have programmed the highest priority to an ACD group are busy, it will be checked if any agent has programmed lower priority to this ACD group and is free. If so, the call will be presented to this agent.

As soon as calls exist in the queue to which the agent has assigned highest priority, no calls will be presented from other queues to which this agent has assigned lower priority.

As soon as an agent goes free, the call that has been queued longest time will be presented to the agent’s telephone which has assigned highest priority to the queue related to this call.

## Capacity

Not applicable.

## Limitation

None

## Programming

0304 |  | ACD-group priority

## Equipment

None

Revision: K © Ericsson Enterprise 2003