The following table shows all checkpoints in the ACD call flow.
All of these checkpoints can be found in the call flow diagrams. Please cross reference the table and the diagrams.
If a checkpoint is a potential entry point to the ACD group, the description is shown in bold.
Default Action documents the system reaction when no rules are linked with this checkpoint.
Description | Executed when? | Default Action | |
1 | Start | Entry to the group | Continue |
2 | Routing Application | Routing Application | Continue |
3 | Queue | Before prompt 2 and the queue | Continue |
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| After a successful call with an agent. Example: When the |
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6 | Overflow Queue Full | The call cannot enter the queue, because it is full or not | Hangup |
7 | Overflow Queue | The call is leaving the queue after the configured Maximum |
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8 | Overflow Queue no | The call is leaving the queue, because no agents are logged |
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9 | Overflow Queue All | The call is leaving the queue, because all agents which were | Continue |
10 |
| The call is leaving the queue after the specified call timeout | Hang up |
11 | Overflow Queue | The call is leaving the queue because it is probable that a |
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| Overflow Queue | The call is leaving the queue because it is probable that a call | Continue |
13 | Start 2 | Alternative entry point to the group | Continue |
14 | Start 3 | Alternative entry point to the group | Continue |
15 | Start no Agents | If no agents are logged in for telephony. Cf. Definition | Continue |
16 | Start no Agents Logged | If no agents are logged in for telephony without post call. | Continue |
17 | Overflow Queue no | The call leaves the queue because no agents are logged in | Continue |
18 | Start no Agents | When no agents are present. Cf. Definition in Agent Status. | Continue |
19 | Overflow Queue | The call leaves the queue, because no agents are present. | Continue |
20 | Leave Queue by | The call leaves the queue, because the caller pressed a | Continue |
21 | Start no Agents | When no agents are logged into the ACD. Cf. Definition in | Continue |
22 | Overflow Queue | The call leaves the queue, because no agents are logged | Hangup |
23 | Start Redialler | This check point applies to callers, who redial into the ACD | Continue |
24 | Start Redialler | This check point applies to callers, who redial into the ACD | Continue |
25 | Start Redialler | This check point applies to callers, who redial into the ACD | Continue |
26 | Start Redialler | This check point applies to callers, who redial into the ACD |
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27 | Start Redialler | This check point applies to callers, who redial into the ACD |
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28 | Start Junk Call | At this check point the system determines if the caller is junk | Continue |