| Merlin Legend R3 upgrade?
I think this will help. I have symposium so I haven't done Switch Advanced ACD in a long time....
ACD Call Waiting Thresholds (Advanced)
The Automatic Call Distribution Call Waiting Thresholds (ACDCWT)
enhancement allows ACD Calls Waiting Threshold (CWTH), Busy
Threshold (BYTH), and Overflow Threshold (OVTH) to be defined as a
percentage based on the number of calls waiting in queue and the number of
manned (logged in, not in Make Set Busy or Not Ready state) agent positions,
rather than as a fixed number of calls.
When the number of ACD calls waiting exceeds a specified threshold,
subsequent calls to that ACD DN (the source queue) can be diverted to
another ACD DN (the target queue).
Three thresholds must be specified for the calls waiting in each ACD DN
queue. The operating range boundaries defined by the thresholds are as
follows: light, normal, busy, and overloaded. The three thresholds operating
range are:
Calls Waiting Threshold (CWTH)Upper limit of the light range
Busy Threshold (BYTH)Upper limit of the normal range
Overflow Threshold (OVTH)Upper limit of the busy range
Whether the ACD Call Waiting Threshold, Busy Threshold, and Overflow
Threshold are defined as a percentage or number of calls is determined on a
customer basis by responding to the OPT (option) prompt in Overlay 15. The
allowable ACDCWT responses to the OPT prompt are THPD (Threshold
Percentage Denied) and THPA (Threshold Percentage Allowed). THPD is
the default.
The following is an example of the CWTH, BYTH and OVTH being reached
if the THPA option is selected:
If all ACD positions are unmanned or out-of-service, any call in the waiting
queue is treated as if OVTH has been exceeded (i.e., the call goes to
overflow).
An agent in Not Ready status is treated as unmanned when the ACD queue
thresholds are calculated.
Number of calls required in queue to reach
threshold
-------------CWTH = 100% | BYTH = 150% | OVTH = 200%
2 manned ACD | 2 | 3 | 4
positions
4 manned ACD | 4 | 6 | 8
positions
Feature implementation
LD 15 -- The Customer Data Block service change accepts the options THPD
and THPA to be defined as a customer option. The usage of the CWTH,
BYTH, and OVTH thresholds is defined by the option selected. To allow the
thresholds to be defined as percentages respond to the OPT prompt with
THPA. To allow the thresholds to be defined as number of calls respond to
the OPT prompt with THPD. THPD is the default.
LD 21 -- When the Customer Data Block is printed the THPA or THPD
option is included in the printout.
Prompt Response Description
REQ
TYPE CDB
ATT
CUST xx Customer number.
...
NCOS ...
- OPT (THPD)
THPA
ACD Threshold Percentage Denied.
ACD Threshold Percentage Allowed.
When OPT = THPA, ACD CWTH, BYTH, and OVTH are
defined as percentages of manned agent positions.
...
Prompt Response Description
REQ PRT Print data block.
TYPE CDB Type of data block: Customer Data Block.
CUST xx Customer number.
LD 23 --The values for the ACD thresholds must be redefined by responding
to the appropriate prompts.
Prompt Response Description
REQ
TYPE ACD Type of data block: Automatic Call Distribution.
CUST xx Customer number.
ACDN xxxx Automatic Call Distribution Directory Number: queue to be
modified.
...
OBTN ...
CWTH 0-(1)-2047 Calls Waiting Threshold
Default is 1.
If OPT in LD 15 is set to THPA then 0-2047 is the allowable
range of percentages.
If OPT in LD 15 is set to THPD then 0-2047 is the allowable
range of calls.
...
NCWL ...
BYTH (0)-2047 Busy Threshold.
Default is 0.
If OPT in LD 15 is set to THPA then 0-2047 is the allowable
range of percentages.
If OPT in LD 15 is set to THPD then 0-2047 is the allowable
range of calls.
OVTH 0-(2047) Overflow Threshold.
Default is 2047.
If OPT in LD 15 is set to THPA then 0-2047 is the allowable
range of percentages.
If OPT in LD 15 is set to THPD then 0-2047 is the allowable
range of calls. |