x

x

x

x

x

Here the group type is displayed. The following group types are defined:

• Standalone Group
• Configuration Group
• Agent Group

x

x

Choose the primary agent group for a configuration group only. This setting is necessary, because configuration groups determine the number to be sent when an outbound call is made, but do not contain agents. Agents who are members of the primary agent group will be able to select the configuration group when outbound calls are made.

Choose a service number which will be used, when outbound calls are made from this group. This is the number to which the statistics will be attached. Using an ACD group for outbound calls is only supported when a service number is configured. Please note, that this setting is particularly important when the group is used in conjunction with the dialler.

Choose a service number which will be used, when outbound calls are made from/to this group, which are initiated by agents in the client.

x

Inbound: Set a CRM URL for the group here. This appears in Agent Home Agent Home for the current call. Note: The CRM URL must be a real URL, i.e. it must begin with http:// or https://. (Example: http://www.jtel.de)

Dialer: If you want to use a CRM URL in the Dialer contacts (X-Link) and also use it in the preview display in Agent Home or MiniClient, then the following expression should appear here: $ExternalSystemLink

Variables which can be used in the CRM URL can be found on the CRM URL page.

Here you can insert a value which will overwrite the SIP display information displayed on the terminal equipment (the name linked to the phone number). You can for example use the name of the hotline.

The following variables can be used:

• $groupname (Group Name)
• $groupnumber (Group Number)
• $agent_tel (Telephone Number)
• $agent_id (Agent ID)
• $agent_number(Agent Number)
• $agent_firstname (First Name)
• $agent_name (Last Name)
• $caller (Caller)
• $servicenumber_name (The name of the service number)
• $servicenumber (Service Number)
• $extrainfo (Input field of an ACD object in the IVR)
• $contact_name (Contact Name)
• $contact_number (Contact Number)
• $contactclass_name (Name of the Contact Class)

Here a display information can be set, which is displayed to the agent to whom the call is transferred internally.

For a list of variables which can be used, see Telephone Display above.

Here a display information can be set, which is displayed to the recipient of calls when calls are transferred externally.

For a list of variables which can be used, see Telephone Display above.

x

x

x

x

Here, you determine the type of call recording to be used. You can choose between the following variants: Permanent / can not be switched off

Call recording is permanently activated for this ACD group and cannot be disabled. The agent cannot influence the use of this function. Permanent / can be switched off (opt out)

Call recording is permanently enabled for this ACD group, but it can be switched off if the caller requests this of the agent. The agent therefore can end recording at the request of the caller. Manual / can be switched on- off

Call recording is initially not activated for incoming calls. The agent can switch recording on and off. Every time the agent switches recording on, a new recording is created. Therefore several recordings can ensue. Deactivated

call recording is deactivated. Every nth agent call / can be switched off (opt out)

Call recording will be activated for every nth conversation with an agent. The parameter x can be set in the user settings.

x

x

Select a Junk Call Group, to which caller numbers should be added, when agents use the Junk Call function in Agent Home. Once a caller is entered into the Junk Call Group, a rule in the ACD can identify the caller, and execute a specific action - for example, hang-up.

Determine the number of callers in relation to the number of available agents who can be in the queue at the same time.

Values from 1-1000. -1 = unlimited. Example: 500% means that 5x more callers can be in the queue, than agents who are available. Available agents are those, who are logged in with the calls flag set, i.e. who can be taken into consideration for answering calls. More details on the definition and configuration of agent availability can be found in the section Agent Status.

If both a percentage value and absolute value are specified, the higher value (at the time of evaluation) is used.

If the percentage value does not result in an integer value for the size of the queue, the result is rounded up to the next integer. Example: 66% of 10 agents results in 7 callers.

x

Determine the maximum waiting time in the queue. If this time is exceeded, the system checks if a rule for Overflow Queue Timeout is configured. If no rule is configured, the call is terminated.

Values from -1 to 10000 seconds, -1 means: infinite.

x

If this option is activated, then callers enter the queue even when no agents are logged in. The rule "Overflow queue no agents logged into ACD" should be deactivated for this option to have any effect.

x

x

x

Activate this option, if the call should not be taken for a certain amount of time in the queue.

If the system is equipped with a suitable telephony connection, prompts which the system plays to callers before a connection to an agent is established during the first 120 seconds are played without establishing a connection (during ring).

If this option is not activated, then the system will answer the call before the first prompt is played to the caller. As soon as a prompt must be played (due to the configuration), the system will answer the call.

Configure after how many seconds in the queue the system should answer the call. This is not necessarily the answering of the call by an agent.

With -1, this feature is disabled. In this case, the prompts in the acd group and the parameters for cost free queuing determine when the call should be answered. If no prompts (excepting music on hold) are defined, the call will remain in the ringing state. If this option is selected, the call will be answered after the configured time.

This setting can also be used, to stop cost free queueing, for example before the expiry of the 120 second timer according to phase 1 of the german TGK-Novelle.

If the percentage of waiting callers exceeds the number of agents logged in for telephony according to the percentage set, then the prompt configured below is played.

Select a prompt, which should be played after the numeric position has been played. This prompt is only played if the option Announce Queue Position as a Number is selected. It is used, to generate a grammatically sensible prompt. Example:

Waiting Position Announcement: You are currently in position

Announce Queue Position as a Number: <Position as Number>

Waiting Position Announcement after Numerical Output: in the queue.

If this option is selected, the probable waiting time is played before the music on hold.

For playing this during music on hold, further options below apply.

The waiting time is calculated once at the beginning of the queue, and from this point on always counts down, even if due to unforseen circumstances the waiting time would increase (for example due to higher priority calls entering the queue).

The waiting time will be played only for callers whose position is less than or equal to this value.

Select the prompt which should be played to callers in the queue after the waiting time has been played as a number. This prompt is only played if the option Announce Queue Position as a Number is selected. It is used, to generate a grammatically sensible prompt. Example:

Waiting Time Announcement: Please be patient for

Announce Queue Waiting Time as a Duration: <Waiting Time as Duration>

Waiting Time Announcement after Time Output: Seconds.

If this option is activated, the position in the queue is played as a number at the corresponding point in the queue (1-5) according to the set options.

Configure the number of seconds of music on hold which should be played between queue prompts.

Values from 1-120. -1 means: This segment is deactivated.

Note: The time period defined here must be shorter than the set Music on Hold.

Select which prompt should be returned to when the loop is restarted.

x

Choose an algorithm for the distribution of calls.

Longest Idle ___ the call is delivered to the agent whose last call ended the longest time ago.

Most Idle ___ the call is delivered to the agent whose percentage call time since login is the lowest. Note, that pause time is counted as idle time.

Skill Based ___ calls are delivered to agents according to their skills in the group, i.e. the next call is delivered to the free agent with the highest skill. If this algorithm is selected, the stair function (see further parameters below) can also be activated.

Combination Longest Idle and Skill Based ___ calls are distributed based on a combination of both algorithms. A further parameter Skill / Time Factor is used to select the weight of the algorithms.

Combination Most Idle and Skill Based ___ calls are distributed based on a combination of both algorithms. A further parameter Skill / Time Factor is used to select the weight of the algorithms.

Last Agent then Combination Longest Idle and Skill Based ___ if possible, calls are delivered to the agent the caller has spoken to previously. If this agent is not available, then the fallback algorithm Combination Longest Idle and Skill Based is used. The parameter Last Agent Minutes plays an important role. This defines the time, during which the last agent algorithm applies.

Last Agent then Longest Idle ___ if possible, calls are delivered to the agent the caller has spoken to previously. If this agent is not available, then the fallback algorithm Longest Idle is used. The parameter Last Agent Minutes plays an important role. This defines the time, during which the last agent algorithm applies.

Last Agent then Most Idle ___ if possible, calls are delivered to the agent the caller has spoken to previously. If this agent is not available, then the fallback algorithm Most Idle is used. The parameter Last Agent Minutes plays an important role. This defines the time, during which the last agent algorithm applies.

Last Agent then Skill Based with Stair Function ___ if possible, calls are delivered to the agent the caller has spoken to previously. If this agent is not available, then the fallback algorithm Skill Based with Stair Function is used. The parameter Last Agent Minutes plays an important role. This defines the time, during which the last agent algorithm applies.

Not last agent, then combination of longest idle and skill-based ___ calls are preferably distributed to the agents who have never handled this caller. The distribution between the "emergency load agents" goes by the algorithm combination of longest idle and skill-based.

Not Last Agent, then Longest Idle ___ Calls are preferably distributed to the agent who has never handled this caller. The distribution between the "emergency load agents" goes after the algorithm longest idle.

Not Last Agent, then Most-Idle ___ Calls are preferably distributed to the agents who have never handled this caller. The distribution between the "emergency load agents" is based on the algorithm must-idle

Not Last Agent, then Skill-Based with Stair Function ___ Calls are preferably distributed to the agent who has never handled this caller. The distribution between the "emergency load agents" is based on the algorithm Skill-Based with step function.

After a definable time (for example 20 seconds) of the distribution of the respective group, the search circle extension for this group is activated "delay (s)". An attempt will now be made to distribute the caller to one of the other ACD groups configured in the list. The minimum number of registered agents of the group to which the search term extension is directed can also be checked "Minimum number of registered agents". The minimum enrolled agent value can also be defined and checked Percent Free agent percentage (%) An overflow level output is visible after the level is set to Overflow Display Level.

Ex .: Call goes from Group 1 to Group 2 by extension. The call details of the call now show the Defined Overflow Display level.

NOTE: Using this feature in each group can create loops that can cause long wait times.

NOTE: The Group Search Extension (GSE) has an influence on the statistical evaluation, as the call is always counted in the first group.  This is explained by the fact that the GSE is not a 'classic overflow from the first to the second group, but is quasi an 'enlargement' of the first group.

Specify for how many seconds agents phones should be allowed to ring for, before the system takes the call back for re-distribution. The system will then try to reach an alternative agent, assuming that other timeout parameters do not apply.

Caller waiting time can be increased by the time required to call the last agent. If callers hang-up when the agent phone is ringing, this is not counted as a failed attempt regarding the auto-logout function.

This parameter determines how many seconds must expire before an agent will be called again by the system if the last attempt was busy.

Values from 0-10000 seconds. 0 means: immediately.

This parameter determines how many seconds must expire before an agent will be called again by the system if the last attempt was no answer.

Values from 0-10000 seconds. 0 means: immediately.

This parameter determines how many seconds must expire before an agent will be called again by the system if the last attempt was rejected.

Values from 0-10000 seconds. 0 means: immediately.

Configure how many calls agents are allowed to miss because they are busy before they are automatically logged out of the group. This can be a sensible measure, to ensure calls are not routed to agents who are busy on the phone.

To enable this feature, the agent must be configured with the option Auto Logoff on Missed Calls.

Values from 1-60. -1 deactivates the function. 0 means: No lost calls, i.e. agents are immediately logged off when they lose a single call.

The counter is reset after a successful call.

Configure how many calls agents are allowed to miss before they are automatically logged out of the group.

Values from 1-60. -1 deactivates the function. 0 means: No lost calls, i.e. agents are immediately logged off when they lose a single call.

If callers hang-up when the agent phone is ringing, this is not counted as a failed attempt regarding the auto-logout function.

The counter is reset after a successful call.

Configure how many calls agents are allowed to reject before they are automatically logged out of the group.

Values from 1-60. -1 deactivates the function. 0 means: No lost calls, i.e. agents are immediately logged off when they reject a single call.

The counter is reset after a successful call.

Configure how many calls agents are allowed to miss in total before they are logged out of the group. This can be a sensible measure, to ensure calls are not routed to agents who are no longer available. This counter does not discriminate between no answer and busy.

The counter is reset after a successful call.

When this option is activated, the caller number will be whispered to agents when they answer calls. Note, this announcement can take some time as every digit is played individually.

If the caller number is withheld, then this prompt will be skipped.

Status prompts are always played when agent functions are invoked by DTMF, however normally not when the agent uses functions which are invoked using SOAP or the web client. When a function is invoked by web client or SOAP, you can use this option to explicitly force the playing of the status announcements.

This function is used for directory enquiry applications. The caller hears a prompt of the desired number (this is initiated by the agent), and can (if this option is selected) request to be transferred back to the agent by pressing a DTMF.

Internal destinations are defined to be ACD agents and ACD groups. Choose one of the following methods for internal destinations:

Blind - the call is transferred without allowing agent 1 and the external destination, agent 2 or acd group 2 to talk with eachother. Agent 1 is disconnected from the call immediately, the caller is connected to the new (ringing) destination. If the new destination does not answer, the call is terminated. The caller is not reconnected with agent 1 or group 1.

Transfer with query options - the caller is placed on hold and hears music on hold, agent 1 is connected to the external destination, agent 2 or acd group 2, and can consult the new destination before transferring the call. The agent has the following options:
— retrieve the caller during the call transfer attempt and resume the conversation or
— transfer the caller to the destination (blind) using the transfer function.
If agent 1 and the destination are talking, then one party remains in the call, the other party can simply hang up. The caller will then be connected to the other remaining party.

Note: If the transfer type for transfer to external destinations is set to guided transfer, then this option cannot be selected for internal destinations, as all call transfers for the group must be performed using guided transfer.

Choose one of the following methods:

Blind - the call is transferred without allowing agent 1 and the external destination, agent 2 or acd group 2 to talk with eachother. Agent 1 is disconnected from the call immediately, the caller is connected to the new (ringing) destination. If the new destination does not answer, the call is terminated. The caller is not reconnected with agent 1 or group 1.

Agent remains available until target has answered - the call is transferred without allowing agent 1 and the external destination, agent 2 or acd group 2 to talk with eachother. Agent 1 should not hangup during the transfer operation. Agent 1 remains connected with the system, and hears a periodic tone, until such time as the call is answered by the new destination or the caller is reconnected to agent 1. The reconnection can be notified to the agent acoustically. If acoustic status notifications are disabled, the caller is reconnected to agent 1 after the maximum ring time has expired. The caller is only reconnected to the original agent if the new destination does not answer or is busy.

Transfer with query options - the caller is placed on hold and hears music on hold, agent 1 is connected to the external destination, agent 2 or acd group 2, and can consult the new destination before transferring the call. The agent has the following options:
— retrieve the caller during the call transfer attempt and resume the conversation or
— transfer the caller to the destination (blind) using the transfer function.
If agent 1 and the destination are talking, then one party remains in the call, the other party can simply hang up. The caller will then be connected to the other remaining party.

Guided Transfer - call transfer without queuing. Using guided transfer, callers are never played musing on hold (during which time costs are incurred). The agent always remains connected to the caller. The caller hears (instead of music on hold) all pressed DTMF keys from the agent, and all menus, prompts and status messages played by the system. When the new destination answers, they are added to the call. A three party conference is thus created in which all parties can hear each other.
The destination using this variant can be an acd group, an agent, an external destination or a synonym. When you select guided transfer, this option is automatically activated for internal destinations.

Browser function usage: Configure the maximum post call interval which can be given to agents after a call or media event, before they are available for handling the next call.

If the agent has already used up this amount of time by repeatedly increasing the post call interval, then no further time will be granted.

Telephone function access: Configure how much additional post call interval is given to agents who extend the post call interval themselves (by telephone), before the next call or media event is delivered.

Telephone function access: Configure the maximum post call interval which can be given to agents after a call or media event, before they are available for handling the next call.

If the agent has already used up this amount of time by repeatedly increasing the post call interval, then no further time will be granted.

Here the setting for the Group Work Break Indicator is made.

The number of available pause slots N is calculated in proportion to the number of agents logged in to the ACD group. If, for example, 10 agents are logged in and 50% is set as a value, the Group Work Break Indicator shows the following:

• < 5 agents in pause: Green
• 5 agents in pause: Yellow:
• > 5 agents in pause: Red:

Note: A warning is displayed to agents which go into the break when the break light is red.

The supervisor is sent an email when agents stay in a call longer than a defined number of minutes (see below). The email contains data on the call (phone number and ACD group) and the beginning of the call.

Clicking on Time Plan enables you to define one or more timetables associated with the generation of these emails. A new window opens which allows you to see existing time plans. Using Add you can create a new entry, Edit allows you to change an entry, and delete to remove it. Creating and editing new entries is performed using a popup window. The required fields are self explanatory. The email is then generated only within the set times. Outside the time setting no warnings and emails are generated. If no time plan is defined, the email is generated immediately when the event occurs.

The supervisor is sent an email when the number of agents logged into the group is equal to or less than the configured count. 0 deactivates the function. The message text can be changed using System Settings — Long Texts.

Clicking on Time Plan enables you to define one or more time plans associated with the generation of these emails. A new window opens which allows you to see existing time plans. Using Add you can create a new entry, Edit allows you to change an entry, and delete to remove it. Creating and editing new entries is performed using a popup window. The required fields are self explanatory. The email is then generated and sent only within the set times. Outside the time setting no warnings and emails are generated. If no time plan is defined, the email is generated immediately when the event occurs.

The supervisor is sent an email when the service level drops below the defined percentage. The measurements required are implemented every 60 seconds. Only when the service level reaches the defined threshold value again a warning can be triggered again that same day. Warnings to a certain ACD Group are triggered only during opening hours of the ACD Group.

The selection of 0 deactivates this function.

Clicking on Time Plan enables you to define one or more timetables associated with the generation of these emails. A new window opens which allows you to see existing time plans. Using Add you can create a new entry, Edit allows you to change an entry, and delete to remove it. Creating and editing new entries is performed using a popup window. The required fields are self explanatory. The email is then generated only within the set times. Outside the time setting no warnings and emails are generated. If no time plan is defined, the email is generated immediately when the event occurs.

The selection of 0 deactivates this function.

Clicking on Time Plan enables you to define one or more timetables associated with the generation of these emails. A new window opens which allows you to see existing time plans. Using Add you can create a new entry, Edit allows you to change an entry, and delete to remove it. Creating and editing new entries is performed using a popup window. The required fields are self explanatory. The email is then generated only within the set times. Outside the time setting no warnings and emails are generated. If no time plan is defined, the email is generated immediately when the event occurs.

• On successful inbound call connect to agent, close all open callback requests for this ACD group.
• Close all open callback requests on successful inbound call connect to agent (across all groups)
• Do nothing, only display file (no callback requests will be closed).

The agent must choose a transaction code for every call.

In the supervisor views agents are shown with the status “TAC” as long as they have ended a call, but not yet recorded a transaction code.

This option can only be used sensibly by agents who are using the web interface or the SOAP interface. The retroactive recording of transaction codes by telephone is not possible.

• Simple ___ select a transaction code in the list that appears after a call
• Category ___ select a transaction code in the categorized list that appears after a call
• Question —

This parameter determines the maximum time which should elapse between calls entering the system and being answered by agents.

This value is used to calculate the service level percentages in the acd group. For example, if 20 seconds is configured here, a call is in service if an agent answers within 20 seconds of it entering the system.

Number of registered agents is displayed if the minimum number of agents is not reached

Here, the compulsory registration can be activated for the respective media.

Note: If automatic post-processing is set up, the system waits until a TAC is entered!

If a forced entry is activated and the automatic post-processing runs without a TAC being set, this TAC stored here is set automatically.

• Single 
• Questions
• Category

Here you can add agents to the group and view / edit the existing agents.

In the table of agents the parameters are also shown. These can be changed using Edit.

Click on Add in the toolbar, to add more agents.

Provide the following information in the form:

You can choose from the following mapping types:

Read only — Users do not take calls for the group. This setting is useful for administrators and supervisors who do not take calls.

Read Only (Invisible) - the user does not take calls and is invisible for other users (agents and supervisors). I.e. this agent is not counted or listed in Agent Home and Supervisor and also not visible in any statistics. If you choose this option, the agent should not be logged into the system. If the agent is logged in, he or she should logout and log back into the system.

Permanent — users are automatically logged into the group when logging into the ACD.

Reserve — users are not automatically logged into the group when logging into the ACD. They can, however, login to the group as required.

Activate this option, if the agent should be supervisor of the ACD group. Supervisors can view the groups for which they have supervisor rights on the page ACD - Supervisor and can use the additional supervisor functions. Other ACD groups are not displayed, not even those in which supervisors are normal agents.

Activate this option, if the agent should be a group administrator. Administrators can edit the settings of the ACD group and agents.

If this option is selected, agents are logged off when the number of missed calls (due to busy or no answer) exceeds the configured number of maximum missed calls. The configuration of the parameters for missed calls is performed on the Online Parameters tab.

Here you can choose the agents you want to assign to a group. In brackets after the agent name and the agent number the existing group assignments of the user are displayed.

P - User is assigned to one or more ACD Groups permanent.

R - User is assigned to one or more ACD Groups as reserve.

L - User is assigned to one or more ACD Groups as read only.

L - User is assigned to one or more ACD Groups as read only.

R - User is assigned to one or more ACD Groups as reserve.

R - User is assigned to one or more ACD Groups as reserve.

With the function Edit this information is displayed as the field overall group assignment.

This tab is used to setup status dependent changes to agent skill levels. This is useful, for example, to control the number of calls agents receive when in particular status.

Example: When agents are in status Email Processing, you want them to receive less calls. If the skill level is reduced to 8 (instead of 80), the agent will only receive calls, when most other agents are not available - i.e. when the group is very busy.

Use New in the toolbar to create a new skill adjustment. The fields in the popup are used to define the values for the skill adjustment. Decide whether you would like to use a fixed skill value (0-100) or whether the actual agent skill value should be corrected by a factor between 0.00 and 1.00. The fixed skill values are chosen in a dropdown, the factor is entered into the field. Examples: Factor 1 means no change, factor 0.5 halves the skill level, factor 0.1 reduces the skill level to one tenth. The factor is also used to reduce the skill level.

Existing skill adjustments can be altered using Edit and removed using Delete.

Here you can add rules to the group and view / edit the existing rules.

Rules are criteria, on which actions are performed in the call flow, if calls are not routed directly to agents using the standard call flow. Rules are linked to events such as a full queue and are activated by time constraints and priority. You can define as many rules for a group as you like.

In a rule the check point is configured to which the rule applies, and the action which should be performed is configured. Refer to the explanatory notes in seconds Call Flow and Check Points.

Rules are activated at certain times. You can choose between several different type of time interval.

Rules can be connected to values of cockpit variables. This is useful, for influencing routing using external applications.

In the table of rules the most important parameters of the existing rules are shown. Rules can be changed using Edit and removed using Delete, and with Deactivate they can be temporarily taken out of action. Deactivated rules may be reinstated using Activate.

Click on Add in the toolbar, to add more rules.

The form initially shows only some fields. Depending on the options selected, more fields will become visible. The following table discusses all available fields.

Name

Name of the rule Choose a name which fits what you are going to do with the rule

Checkpoint

Choose the event or state to which this rule should apply. An overview of all available checkpoints can be found in the section Checkpoints.

Within Interval

Specify the days, hours, minutes and seconds, during which a caller should be deemed a re-dialer.

Rule Weight

If more than one rule applies at a checkpoint, then the rule with the highest priority will be used. Rules with the same priority are sorted alphabetically. Choose a value between 0 and 1000.

Voice Prompt

Choose an existing or define a new prompt. This prompt is played, when the rule, i.e. the action associated with it, is executed.

Active

If this option is selected, the rule is active. Only active rules are evaluated.

A logical constraint can be added which must be true if the rule is to apply. The constraint can be ANY variable supported by the IVR, or the following variables if direct entry to the ACD was made:

$acd_configuration_groups_id
$acd_servicenumber_skillsID1
$called
$caller
$caller_areacode
$caller_landline
$caller_mobile
$caller_nielsenarea
$caller_priority
$caller_postcode1
$caller_postcode2
$caller_postcode3
$caller_statename
$caller_vehicleregistration
$countrycode
$ddi
$languages_id
$languages_iso_code
$servicename
$servicename2
$servicenumber
$testcall
$weekofyear

The following Operators are provided:

str ==
str <>
str left ==
str left <>

Hint: The "left" operators allow for partial matching.

Check Cockpit Variable

One cockpit variable can be checked per rule. For example if you use a counter, then rules can be activated when this counter reaches a certain value. Cockpit variables are defined using System Settings - Cockpit Variables.

Cockpit Variable

The variable which should be used in the comparison.

Value

The value part of the cockpit variable which should be checked. Here you can select the value itself, or various counter values for various time periods.

Operator

Determine the type of comparison. All comparisons are performed numercally. Values which are not numerical are treated as 0. You can choose from the following comparison types:

num == — Check for equality

num == — Check for inequality

num <= — Check for less than or equal to

num < — Check for less than

num >= — Check for greater than or equal to

num > — Check for greater than

weniger als

num >= — Prüfung auf größer Gleich

num > — Prüfung auf größer als

Compare with

The value which should be used in the comparison. All comparisons are performed numerically. Values which are not numerical are treated as 0.

Time Type

Choose the time slot, during which the rule should apply. Depending on the option selected, more fields will become visible to specify the time type. You can choose between Always, Closed, From to absolute, On holidays, On weekdays, Opened.

Time from

For the time types Holidays and Weekdays the time from which the rule should apply can be specified here.

Time to

For the time types Holidays and Weekdays the time until which the rule should apply can be specified here.

Holiday List

The list of holidays for the time type On holidays is configured here.

Opening Times

For the time types Opened and Closed the opening times list which should be used is specified here.

Date, Time from

For the time type From to absolute the start date and time is specified here.

Date, Time to

For the time type From to absolute the end date and time is specified here.

Weekdays

For the time type On weekdays here you setup on which days the rule should apply.

Action to Execute

Here you setup what action should be executed when the rule is selected.

Prompt List — A list of prompts is played. After the list of prompts the system will (depending on the setting) continue the call flow.

Hangup — the call is terminated after playing an optional prompt.

External Destination — the call is forwarded to an external destination.

Receive Fax - a fax is received and processed according to the set parameters.

Change Parameter - a parameter is changed according to the settings provided.

Request Callback / Request Callback 2 / Request Callback 3- the caller can request to be called back. If you move the mouse over the question mark, you can see the call flow associated with this action. This helps, when choosing the files to play for each prompt.

Book callback or voice mail - If the caller sends a valid call number (not suppressed), he/she can choose between leaving a callback request (DTMF: 1) or leaving a voice mail (DTMF: 2). If the caller does not send a valid call number, he/she is only offered the option Leave voice mail. You can view the call flow by moving the mouse over the question mark.

Overflow to Group — the call is transferred to another ACD group.

Voice Mail — the caller is given the opportunity to leave a voice mail message. If you move the mouse over the question mark, you can see the call flow associated with this action. This helps, when choosing the files to play for each prompt.

Voice Prompt

Choose a voice prompt which should be played. Using the ellipsis button a prompt can also be created. The prompt is played before the associated action is executed.

Hangup with Cause 16

Normally, the system will hangup using cause 17 and cause 16. Cause 17 is used, when the system has not yet gone offhook and taken the call (for example, when cost free queueing is used). Cause 16 is used after the system has gone offhook. The option Hangup with Cause 16 causes cause 16 always to be used, even before the system has taken the call. This prevents re-routing when the system is used in combination with cost free queueing and IN functionality.

Prompt 1 to 3

Here you determine the prompts which will be played as part of the action Prompt List.

Hangup after Prompt

If this option is selected, the call is terminated after the prompts are played. Otherwise the system continues on in the call flow.

Prompt (External destination)

Here you determine the announcement that should be heard before the connection is established with the external destination.

External Phone Number

The external phone number to which the system should connect the call. Further external numbers can be added using the ellipsis button.

Maximum ringing time (s) (External destination)

This parameter is the maximum amount of time the external destination is allowed to ring for, before the call is terminated.

Fax distribution via ACD (receive fax)

Activate this option, if the fax should be distributed via the ACD amongst agents who are logged in with status fax. Events are always distributed according to the longest idle algorithm.

oder sende Fax an (Fax empfangen)

Choose an email address to which the fax should be sent. The ellipsis button can be used to create a new email address.

Parameter (Parameter ändern)

Select the parameter to be changed. You can choose between the following parameters:

Call Priority - change the current priority of the call.

Post Call Interval — change the post call interval for the call.

Function (change parameter)

The type of change to be performed. You can choose between Increase Value by, Decrease Value by, or Set Value To.

Value (change parameter)

The value by which the change should be applied. Depending on the parameter a value in hours:minutes:seconds or a number must be specified.

Prompt"Introduction callback" (call back)

This prompt is played in the corresponding position in the call flow when a call back is requested. See also the diagram below this table.

Prompt"Existing or new telephone number" (call back)

This prompt is played in the corresponding position in the call flow when a call back is requested. See also the diagram below this table.

Prompt "Enter new telephone number" (call back call)

This prompt is played in the corresponding position in the call flow when a call back is requested. See also the diagram below this table.

Prompt "Confirm phone number" (call back call)

This prompt is played in the corresponding position in the call flow when a call back is requested. See also the diagram below this table.

Prompt "Callback booked" (call back)

This prompt is played in the corresponding position in the call flow when a call back is requested. See also the diagram below this table.

Prompt "Error and Goodbye" (call back)

This prompt is played in the corresponding position in the call flow when a call back is requested. See also the diagram below this table.

Callback distribution via ACD (call back call)

Activate this option, if the callback request should be distributed via the ACD amongst agents who are logged in with status callback. Events are always distributed according to the longest idle algorithm.

or send message (call back)

Choose an email address to which the callback request should be sent. The ellipsis button can be used to create a new email address.

Prompt"Introduction" (call back call or voice mail)

This prompt will be played in any case. That even if the caller does not send a valid phone number. Compare this to the position in the call flow

Prompt "Callback or message" (call back call or voice mail)

This prompt is played when the caller sends a valid phone number and thus has the choice between call back and voice mail left.

Prompt before recording (call back call or voice mail)

This prompt will be played before recording after choosing to leave the voice mail path.

Beep before recording (call back call or voice mail)

Prompt after recording (call back call or voice mail)

This prompt will be played after the successful recording of the voice mail.

Prompt "Callback booked" (call back call or voice mail)

This prompt is used at the corresponding position in the call flow when posting a callback. See also the graphic following the table.

Maximum recording time (s) (call back call or voice mail)

Maximum duration of recording in seconds. After this time, the recording is canceled.

Quiet to quit (ms) (call back call or voice mail)

Minimum recording length (s) (call back call or voice mail)

Minimum duration of recording. If not reached, the recording will not be saved.

Distribution via ACD (call back call or voice mail)

Enable this option if you want the callback request to be distributed according to the rules for the ACD group, i. to agents who are logged on for this task. It is always distributed according to the criterion Longest-idle.

or send to (book callback or voice mail)

Selection of an e-mail address to which the callback request is to be sent. The button can be used to add more e-mail addresses.

ACD standalone / configuration group (overflow to group)

Selection of a group in case of overflow. You can either choose a standalone group or a configuration group here.

Call Priority (overflow to group)

The priority given to the call when the call is transferred to another group.

Values from 0-100. -1 = do not change call priority in new group.

Entry point (overflow to group)

Choose an entry point into the call flow of the destination group.

Announcement before recording (voice mail)

Choose a voice prompt which should be played before the voice mail recording is started. The ellipsis button can be used to create a new prompt. See also the diagram below this table.

Beep before recording (voice mail)

Choose a voice prompt which should be played as a beep before the voice mail recording is started. The ellipsis button can be used to create a new prompt

Prompt after recording (voice mail)

Choose a voice prompt which should be played after the voice mail recording is completed. The ellipsis button can be used to create a new prompt. See also the diagram below this table.

Maximum recording time (s) (voice mail)

The maximum time for the recording in seconds After this time has expired, the recording is terminated.

Quiet to quit (ms) (voice mail)

The time in milliseconds during which the caller must be silent before the recording is stopped.

Minimum recording length (s) (voice mail)

The minimum time for the recording in seconds. If this time is not reached, the recording is discarded.

Voice mail distribution via ACD (voice mail)

Activate this option, if the voice mail should be distributed via the ACD amongst agents who are logged in with status voice mail. Events are always distributed according to the longest idle algorithm.

or send voice mail (voice mail)

Transaction Codes are used to flag calls.

Using Add you can add an existing transaction code to the group, and assign a DTMF code the agent can use via the IVR menu. You can edit Transaction Codes using the main menu ACD - Transaction Codes. Only the transaction codes which are listed here, can be used by agents in Agent Home, by DTMF or via the SOAP interface.

The mandatory recording of transaction codes can only be used sensibly by agents who are using the web interface or the SOAP interface. The retroactive recording of transaction codes by telephone is not possible.

The source group from which you wish to copy the rules

Activate this option if the existing rules in the group should be overwritten.